Technical Support Specialist

POSITION: Local Technical Support, Senior Specialist – East Region

LOCATION: Mahwah, NJ

RECRUITMENT RANGE: $95,000 - $119,000

Live the Exceptional With Soul. This is the singular purpose of JLR.

At the core of these experiences are the products themselves. The JLR brands have undergone a dramatic transformation over the past years.

JLR is reimagining the future of modern luxury by design through our distinct British brands. Our purpose is to ‘Live the Exceptional with Soul’ by being the proud creators of modern luxury and being guided by a set of behaviors we call our Creators’ Code: Customer Love; Unity; Integrity; Growth; Impact.

At JLR, we are passionate about our people. They are at the heart of our business. We are committed to fostering a diverse, inclusive culture that is representative of our global customers and the society in which we live; a culture in which every one of our employees can bring their authentic self to work and reach their full potential.

Reporting to the Regional Technical Manager you will provide expert guidance on repairs, manage high-priority technical cases, and help drive continuous improvement initiatives. The role also includes mentoring team members, supporting operational reporting and analysis, and contributing to process and performance enhancements. As a subject matter expert, you will make independent technical repair decisions, approve significant repair costs, and ensure retailers receive timely, high-quality support that delivers an exceptional customer experience. Infrequent travel within North America may be required.

What you will be doing:

• Deliver timely, expert diagnostic support to retailers, helping them resolve complex vehicle concerns and return customers to the road as quickly as possible.
• Maintain detailed and accurate case records, ensuring valuable insights are captured to support quality improvements and future product development.
• Take ownership of aged and escalated cases, proactively partnering with retailers to drive progress, remove barriers, and achieve timely case resolution.
• Collaborate closely with Regional Technical Managers, Specialist Diagnostic Support teams, Product Engineering, and other key stakeholders to identify root causes, implement fixes, and escalate technical, process, or parts-related concerns where needed.
• Continuously develop your technical expertise through product training and certification programs, maintaining a minimum Level 4 accreditation while staying at the forefront of emerging vehicle technologies.

What you will need:

• Significant experience in automotive technology, diagnostics, and vehicle repair, with expert-level technical knowledge.
• 7-10 years of relevant industry experience. Minimum 3-5 years of experience working at an automotive retailer/OEM preferred
• An Associate's or Bachelor's degree in Mechanical or Electrical Engineering is preferred.
• Strong knowledge of high-voltage, hybrid, and electric vehicle systems and diagnostic processes.
• The ability to independently analyze complex technical issues, identify root causes, and deliver effective solutions.
• Experience using manufacturer diagnostic systems and technical information platforms.
• Excellent written and verbal communication skills, with the ability to produce clear technical documentation.
• A thorough understanding of automotive service operations, policies, and procedures.
• Strong planning and organizational skills, with the ability to manage multiple priorities and coordinate activities effectively.
• A commitment to continuous learning, including achieving and maintaining JLR Master Technician-level accreditation.

Schedule: Hybrid Ways of Working (Monday, Tuesday, Thursday - office days; Wednesday and Friday - choice days)

Base pay offered may vary depending on multiple individualized components, including location, skills, experience, and market factors. The total compensation package for this position may also include other elements, including a target bonus in addition to a full range of medical/health, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits, such as vacation, sick/personal, and parental leave). Details of participation in these benefit plans will be provided if an employee receives an offer of employment. If hired, employees will be in an “at-will position”.

So Why Us?

• As a people-first company, working at JLR means opportunity, teamwork, and growth. That's why working here is so much more than a job.
• Be part of an international, inclusive, and open-minded company
• Global Bonus Program based on company performance
• You are never just a number. We take pride in taking care of our employees, doing everything we can to make sure that our teammates thrive both in and out of the office.
• Our employees receive a generous time off policy
• We offer a discounted Luxury Vehicle Car Program
• Employees also receive generous health care and retirement plans
• Quarterly Chair Massages
• Maternity/Paternity Leave
• Complimentary lunch
• And more!

Thank you for your interest in working for us, we love it here and think you will too!

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

JLR North America, LLC provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, genetic information, or any other characteristic protected by law. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, compensation, and training.

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