Field Service Action & Critical Concern Coordinator

JLR; Mahwah (NJ); Hybrid; USD 71,000 - 92,000; Full time

Job summary

Jaguar Land Rover in Mahwah, New Jersey is seeking a Field Service Action & Critical Concern Coordinator to lead the local end-to-end implementation of Field Service Actions and manage the escalation and resolution of critical vehicle concerns affecting customers and retailer operations.

Reporting to the CVQ Manager, you will coordinate campaigns, monitor completion rates, liaise with retailers and internal teams, and develop training materials to ensure stakeholders understand their roles.

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

Vehicle systems knowledge

Issue investigation methodologies

MS Office proficiency

Education

Bachelor’s Degree in a relevant discipline

Tools

Microsoft Office

Job description

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POSITION: Field Service Action & Critical Concern Coordinator

LOCATION: Mahwah, NJ

RECRUITMENT RANGE: $70,500 - $92,000

Live the Exceptional With Soul. This is the singular purpose of JLR.

At the core of these experiences are the products themselves. The JLR brands have undergone a dramatic transformation over the past years.

JLR is reimagining the future of modern luxury by design through our distinct British brands. Our purpose is to ‘Live the Exceptional with Soul’ by being the proud creators of modern luxury and being guided by a set of behaviors we call our Creators’ Code: Customer Love; Unity; Integrity; Growth; Impact.

At JLR, we are passionate about our people. They are at the heart of our business. We are committed to fostering a diverse, inclusive culture that is representative of our global customers and the society in which we live; a culture in which every one of our employees can bring their authentic self to work and reach their full potential.

Reporting to the Current Vehicle Quality (CVQ) Manager, this role serves as a key link between Global Customer Service, Engineering, Technical Support, Retailers, Manufacturing, Aftersales, and Regulatory Compliance teams and the Office of General Counsel (OGC). You will coordinate the local end-to-end implementation of Field Service Actions while managing the escalation and resolution process for critical vehicle concerns impacting customers and retailer operations.

What you will be doing:

• 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.

What you will need:

• 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.

Schedule: Hybrid Ways of Working (Monday, Tuesday, Thursday - office days; Wednesday and Friday - choice days)

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 other elements, including 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”.

So Why Us?

• As a people-first company, working at JLR means opportunity, teamwork, and growth. That's why working here is so much more than a job.
• Be part of an international, inclusive, and open-minded company
• Global Bonus Program based on company performance
• You are never just a number. We take pride in taking care of our employees, doing everything we can to make sure that our teammates thrive both in and out of the office.
• Our employees receive a generous time off policy
• We offer a discounted Luxury Vehicle Car Program
• Employees also receive generous health care and retirement plans
• Quarterly Chair Massages
• Maternity/Paternity Leave
• Complimentary lunch
• And more!

Thank you for your interest in working for us, we love it here and think you will too!

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.

#WEAREJLR

#WEAREJLR

At JLR we are passionate about our people. They are at the heart of our business. We are committed to fostering a diverse, inclusive culture that is representative of our global customers and the society in which we live; a culture in which every one of our employees can bring their authentic self to work, and reach their full potential.

Find out what to expect at each stage of the process along with some hints and tips.

Find out more about working here in our JLR Life Blog:

We look after our employees by offering a host of benefits and investing in their talent through award-winning training