Automotive Field Action & Critical Concerns Lead

JLR North America; New York (NY); Hybrid; USD 71,000 - 92,000; Full time

Benefits offered by this job

Hybrid schedule

401(k) eligibility

Paid time off (PTO)

Healthcare and retirement plans

Complimentary lunch

Quarterly chair massages

Job summary

JLR North America is seeking a Field Service Action & Critical Concern Coordinator in Mahwah, NJ. You will lead end-to-end Field Service Actions, coordinate with Global Customer Service, Engineering, Retailers, and Regulatory teams, and manage critical concern escalation to safeguard customers and retailer operations.

The role requires a Bachelor's degree or equivalent experience, automotive quality/aftersales background, and strong analytical skills.

Qualifications

• Bachelor’s Degree in a relevant discipline, or equivalent work experience.
• Experience in automotive quality, engineering, technical service, warranty, field operations, or aftersales environments.
• Strong understanding of vehicle systems, diagnostics, and technical issue investigation methodologies.
• Advanced analytical skills with experience using quality and warranty data to identify trends and drive decisions.
• Proficiency in Microsoft Office applications, including Teams, Excel, PowerPoint and Word.

Responsibilities

• Coordinate the launch and execution of Field Service Actions (FSA) including Customer Satisfaction Programs, Owner Notified Programs, Safety and Emission Recalls and Extended Warranty Programs.
• Support campaign readiness activities including retailer communications, parts availability monitoring and repair procedure validation.
• Monitor and analyze completion rates, developing and implementing solutions to improve performance via traditional and non-traditional outreach methodologies.
• Serve as a primary contact for retailers and internal stakeholders regarding campaign status and region performance.
• Attend and host structured webinars with local stakeholders to optimize performance.
• Produce and present material to internal stakeholders on overall process performance, including plans to enhance and maximize efficiency and productivity.
• Lead the intake, triage, and tracking of Potential Critical Concerns where there is a potential safety and/or compliance related issue(s).
• Liaise with market and global cross-functional investigation teams and retailers to progress and conclude cases.
• Develop and host related training and coaching materials to ensure local stakeholders understand their roles and responsibilities in the global Critical Concerns process.

Skills

Analytical skills

Vehicle systems knowledge

MS Office proficiency

Education

Bachelor’s degree or equivalent experience

Tools

Microsoft Office Suite

Job description

JLR North America is seeking a Field Service Action & Critical Concern Coordinator in Mahwah, NJ. You will lead end-to-end Field Service Actions, coordinate with Global Customer Service, Engineering, Retailers, and Regulatory teams, and manage critical concern escalation to safeguard customers and retailer operations.

The role requires a Bachelor's degree or equivalent experience, automotive quality/aftersales background, and strong analytical skills.