Technical Operations Senior Specialist

Technical Operations Senior Specialist LOCATION : Mahwah, NJ

RECRUITMENT RANGE : $95,000-$119,000

The Technical Operations Senior Specialist serves as the subject‑matter expert for all customer and retailer technical and warranty concerns within the North American market. This role leads issue identification, trend analysis, and the development of engineering‑based solutions to improve customer satisfaction, retailer performance, and overall warranty cost efficiency. Working cross‑functionally, they monitor warranty spend, drive timely resolution, and support special tools and diagnostic requirements. Responsibilities Analyze technical data (claims, warranty, product reports) to identify trends, root causes, and emerging issues impacting market performance. Monitor and evaluate warranty spend, KPIs, and retailer compliance to drive cost reduction and improved service quality. Conduct deep‑drive investigations on vehicle concerns and repairs to identify failure patterns and accountability. Create and deliver clear, data‑driven reports and presentations to leadership, cross‑functional teams, and global stakeholders. Collaborate with internal and global partners to support issue resolution, campaign readiness, and continuous process improvement. Lead and participate in technical review forums (e.g., CCRG, TRG, FIFI) to accelerate issue identification and resolution. Provide technical and diagnostic support, including tools management, ePQR review, and new model launch readiness. Mentor team members and strengthen technical capabilities across diagnostics, analysis, and problem‑solving. Qualifications Bachelor’s degree in engineering or relevant technical discipline, or equivalent professional experience. Minimum 5 years of experience in automotive technical service, engineering, or related technical operations. Strong proficiency in Microsoft Office applications, including advanced Excel and PowerPoint. Ability to work independently and collaboratively with proactive initiative. Electric vehicle certification. Experience with data management and analytics tools such as RapidMiner, Tableau, or comparable platforms. Preferred Experience within an OEM technical services environment. Strong understanding of diagnostic systems, special tools, and technical support processes. Background in warranty analytics, quality engineering, or product investigation. Schedule Hybrid Ways of Working (Monday, Tuesday, Thursday - office days; Wednesday and Friday - choice days) Compensation Base pay varies based on location, skills, experience, and market factors. Total compensation may include a target bonus, medical/health benefits, 401(k) eligibility, and paid time off. Benefits People‑first culture with opportunities for growth and teamwork. Inclusive international environment. Global bonus program based on company performance. Generous time‑off policy. Discounted luxury vehicle program. Health and retirement plans. Maternity/Paternity leave. Complimentary lunch. Reasonable accommodations may be made to enable individuals with disabilities to perform 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. #J-18808-Ljbffr Jaguar & Land Rove