Senior Diagnostics Specialist

Position: Senior Diagnostics Specialist - New York

Location: Field based role – New York area

Reporting to the Product Investigation Manager, you will support retailers by providing expert written, verbal, and face‑to‑face communication skills to efficiently diagnose and resolve "hard to fix" vehicles, maintaining customer satisfaction and supporting vehicle quality. You will assist retailer technicians with a wide variety of diagnoses and repairs, proactively identify tool, equipment, training, and process deficiencies impacting "Fixed Right First Time" performance, and report quality problems to Product Investigation and Engineering Teams for rapid resolution.

Responsibilities

• Support the retailer network in diagnosing and repairing all JLR vehicles, acting as the escalated touch point for hard to fix failures and component issues, and ensuring a strong link between front desk engineering, engineering, and service teams.
• Report diagnostic and problem resolution results, updating all cases in GCM (global concern management system) and ensuring all hard to fix issues are forwarded to the Product Investigation Team; submit electronic quality reports on frequently seen problems.
• Evaluate cases related to customer complaints, previous warranty repairs, and software failures to prevent recurrence and provide expert technical opinion.
• Conduct consultative follow‑ups with retailers to drive self‑sufficiency at a technical level and document process failures for improvement in JLR head office procedures.
• Plan, coordinate, and document daily scheduling of retailer visits, investigations, and activities using open RO and LTS daily reporting.
• Perform other duties as required.

Qualifications

• Bachelor’s Degree in Engineering or a 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 processes and procedures, including technical workflow at the retailer level.
• Prior leadership experience (e.g., Team Leader).
• Ability to work independently, logically analyze a technical problem, identify the root cause, and document results.
• Strong MS Office skills, verbal and written communication skills, and presentation skills.

Schedule: Field – Traveling at least 80% of the time

Benefits

• Generous paid time off, including vacation, sick/personal, and parental leave.
• Health care and retirement plans (including 401(k) eligibility).
• Target bonus program based on company performance.
• Job‑assigned vehicle.
• Other benefits such as maternity/paternity leave and additional paid time off.

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.