Field Service Actions & Critical Concerns Lead

Jaguar Land Rover; 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

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.