Product Investigation Specialist

Creating Experiences that People Love, for Life. This is the core purpose of Jaguar Land Rover and is built around a focus to always put people first. Our unique culture is created by our people and fueled by their shared purpose to deliver experiences that our customers and employees love, for life.

Jaguar Land Rover’s global footprint means that people from a diverse array of backgrounds, from all over the world, are part of our family. It is our people who can create the pioneering spirit and positive atmosphere for collaboration and communication. It is our people who can accelerate change, innovation and product creation.

As part of the Technical Services Team, and based at our Corporate headquarters in Mahwah, NJ, the Product Investigation Specialist (“PI Specialist”) will act as a technical interface in an assigned vehicle commodity group in support of customer service and sales & marketing departments within Jaguar Land Rover North America, the North American JLR retailer network, and JLR UK based technical teams.

Responsibilities include monitoring, analyzing, and reporting on customer and vehicle fault data for all models lines, expediting production and service fixes by working in conjunction with plant teams, engineering & suppliers to establish robust and cost effective solutions. The PI Specialist will provide technical assistance to the technical helpline, field staff, and other JLR departments, as well as support new model launch activities.

Main accountabilities of the role include but are not limited to:

• Regularly liaise with commodity based UK engineering to review existing or new quality issues. Provide data in support of both interim corrective and permanent corrective actions
• Daily review of warranty metrics to identify high cost claims including high incident claims. Develop trend analysis for safety related concerns and work directly with JLR UK Critical Concern Team.
• Review & respond to all EPQR reports received from the retailer network or from new model launch evaluation programs. Maintain records and develop MPD’s (Market Problem Definition) on emerging concerns to support engineering resolution. Actively engage and support Critical Monitoring Team (CMT) Process
• Assist in the development and management of WRAP (Warranty Returns Assessment Program). Assist Engineering in the assessment and review of local component suppliers.
• Create technical and special service message communications for retailer network directly related to NA market.
• Work with Local Technical Support, Product Engineering, and Regional Technical Managers to develop robust engineering solutions for vehicle concerns. Support to be provided remotely or on-site.
• Perform other duties as required.

Qualifications:

• Bachelor’s Degree in Engineering or relevant discipline, or equivalent work experience.
• ASE Certification.
• Minimum 10 years in an automotive technical service or engineering capacity.
• Ability to conduct in depth technical analysis, communicate and resolve technical problems.
• Knowledge of mechanical engineering, physics, principals of electricity and electronics.
• Strong working knowledge of Microsoft office suite for data analysis.
• Understanding of dealer customer service operations.
• Understanding of technicians needs and expectations to service & repair automobiles.
• Strong Communication Skills (written and verbal).
• Ability to work in a team and independently with applied initiative.
• Must have strong business acumen, and the ability to work with people at varying levels within the organization.
• Must have the ability to travel domestically approximately 15% of the time.

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

Jaguar Land Rover 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.