Senior Diagnostics Specialist

Senior Diagnostics Specialist - New York

Reporting to the Product Investigation Manager, you will provide retailers with support using strong written, verbal, and face-to-face communication skills for assisting retailers in the efficient diagnosis and resolution of "hard to fix" vehicles to maintain customer satisfaction and support vehicle quality. You will assist the retailer technician in a wide variety of diagnoses and repairs. You will also work proactively to identify tool, equipment, training, and process deficiencies impacting "Fixed Right First Time" performance. In addition, you will be responsible for quality problem reporting to the Product Investigation and Engineering Teams to assist in the quick resolution of product concerns.

In this role, no two tasks are the same. With lots of projects and relationships to build with people across the business and beyond, it's a challenge that will help your career grow within an iconic organization. Here's what to expect: Supporting the retailer network in the diagnosis and repair of all JLR vehicles, acting as the escalated touch point for hard to fix failures and component issues, ensuring a strong link between Front Desk Engineering, Engineering, and Service teams. Reporting out on results of diagnostics/problem resolution – all cases updated in GCM (global concern management system). Ensure all hard to fix issues are reported into Product Investigation Team. Submit Electronic Quality Reports on all frequently seen problems. Evaluating cases concerning customer complaints, previous warranty repairs and software failures to drive prevent recurrence and provide expert technical opinion. Performing consultative follow-ups, with retailers to drive self-sufficiency at a technical level. Document process failures to report back into JLR Head Office to improve overall JLR process (SEF) at retailer level Effectively planning, coordinating, and documenting daily scheduling of retailer visits, investigations and activities. Planning and analysis to be done utilizing open RO and LTS daily reporting Perform other duties as required

Along with your ambition to achieve the exceptional, there are several skills that you'll need to have to help you succeed here, including: Bachelor's Degree in Engineering or relevant discipline, or equivalent work experience – 10+ years at a very high technical level. ASE Certification or equivalent. Minimum 5+ years in an automotive technical service or engineering capacity. Expert knowledge of diagnostic procedures, manufacturer specific special tools, and test equipment Expert knowledge of Retailer process and procedure including knowledge of technical workflow at retailer level Prior leadership experience (i.e. Team Leader) Ability to work independently to logically analyze a technical problem, identify the root cause and document the results. Strong MS Office Skills, Verbal and Written Communication Skills, and Presentation Skills Schedule: Field- Traveling at least 80% of the time