Regional Technical Manager

Regional Technical Manager Regional Technical Manager Location: Mahwah, NJ Reports to: Technical Services Director Travel: 20% We have 2 positions available (both based in Mahwah) supporting the following areas: East Region, Canada, New York Metro & Florida; Central-West Region, Texas & Southern California. The Regional Technical Manager is a newly established leadership role responsible for overseeing all field technical operations across the region. Reporting directly to the North America Technical Services Director, this position manages a team of Local Technical Support Engineers (LTS) and Field Diagnostic Specialists (FDS), ensuring fast, effective, and customer‑focused technical resolutions. This individual will play a critical strategic role in shaping regional technical operations, strengthening relationships with retailers and internal partners, and driving continuous improvement across the field service ecosystem. The ideal candidate demonstrates exceptional strategic thinking, can operate independently, and brings a forward‑looking, innovative approach to process development, technical deployment, and cross‑functional collaboration. What you will be doing: Partner closely with senior management to define strategic goals, develop long‑term field service plans, and establish measurable objectives for regional performance. Lead the development, implementation, and evaluation of robust processes, procedures, and systems supporting field service operations, troubleshooting, and technical escalation. Create and manage deployment strategies, resource plans, and efficiency initiatives to improve repair cycle times and strengthen regional technical capability. Identify opportunities to innovate, streamline workflows, and enhance customer outcomes, demonstrating strong “outside the box” thinking and initiative. Team Leadership & Operational Oversight Lead, coach, and develop the LTS and FDS teams, ensuring they deliver rapid, expert technical support to resolve retailer‑level customer vehicle concerns. Oversee the end‑to‑end technical escalation process, managing LTS responses and deploying FDS resources efficiently to address complex vehicle issues. Ensure timely and high‑quality technical assistance, achieving Fix Right First Time (FRFT) and customer satisfaction targets across the region. Partner with Local Product Engineering (LPE) to elevate unresolved cases and drive swift, high‑quality technical resolutions. Retailer Partnerships & Regional Relationship Management Serve as the primary technical liaison between Jaguar Land Rover and retailers across the region, building strong, trusting, and productive relationships. Conduct structured quarterly business reviews with Regional Vice Presidents and Area Managers, providing insights, performance updates, and strategic recommendations. Support retailers with internal technical escalation processes, consulting on operational improvements and identifying opportunities to enhance technical performance. Represent all technically challenging field operations matters to both retailers and retail customers, communicating effectively and professionally on behalf of JLR. Case Management, Issue Resolution & Customer Focus Monitor technical assistance reports and manage the strategic deployment of the FDS team in response to field escalations. Work closely with CRC, CA Supervision, Mediation, and Litigation teams on customer escalations and vehicle complaint resolution up to the litigation stage. Provide direct involvement in customer cases where necessary, ensuring timely and appropriate resolution in line with customer experience goals. Ensure the LTS team responds promptly to FRED requests and other critical field escalations. Data‑Driven Insight, Warranty Collaboration & Continuous Improvement Partner with the Warranty department to conduct root‑cause analysis of warranty costs, repurchases, and systemic technical issues. Develop strategic plans to reduce warranty cost drivers and improve overall technical quality and retailer capability. Perform trend analysis and identify recurring technical or operational issues; provide actionable recommendations to improve service effectiveness and operational efficiency. Support critical concerns, field campaigns, and other technical priorities requiring rapid and coordinated execution. Special Projects & Cross‑Functional Collaboration Lead and participate in strategic projects that enhance field operations, technical service performance, or customer outcomes. Manage and lead retailer‑facing communications such as the Technical Update Conference Call (TUCC). Drive alignment between field operations, Product Engineering, Customer Care, Warranty, and other partner departments. Establish strong working relationships with regional and national stakeholders to ensure seamless communication and execution of strategic initiatives. Manage distribution of FEU’s to regional FSEs and ensure feedback loop is complete and detailed. Qualifications & Experience Bachelor’s degree in Engineering, Technical Studies, or a related field; equivalent professional experience will be considered. 10+ years of experience in a technical and customer‑facing role within the automotive industry. Ideally 5+ years of direct retailer or customer engagement, with strong familiarity in resolving complex technical and service issues. Deep knowledge of retailer automotive parts and service operations, including workflows, service processes, and customer handling practices. Strong understanding of corporate policies, organizational goals, state laws, and relevant regulatory requirements affecting vehicle repair, service operations, and customer support. Comprehensive technical knowledge of premium brand vehicles, diagnostic processes, and repair methodologies. Ability to perform effectively under pressure, consistently meeting deadlines while maintaining a high standard of accuracy and professionalism. Highly organized with the ability to prioritize diverse and competing workloads in a dynamic environment. Advanced analytical and strategic thinking skills; capable of modeling complex, cross‑functional processes and collaborating with business partners to define future‑state solutions. Strong facilitator capable of fostering cross‑functional dialogue, ensuring key interdependencies and business impacts are understood across departments. Demonstrated ability to influence senior leaders, retailers, and cross‑functional teams, bringing diverse perspectives together to create alignment and drive decisions. Excellent verbal and written communication skills, with the ability to present complex information clearly and confidently. High proficiency with Microsoft Office applications, particularly PowerPoint, Excel, and Word. Able to operate independently with minimal supervision, demonstrating initiative and sound judgment in complex situations. Willingness to travel as needed for conferences, retailer visits, field escalations, and regional business reviews. 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 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. This role is not eligible for Visa sponsorship. 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. #J-18808-Ljbffr Jaguar & Land Rove