Jaguar Land Rover Limited.

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Customer Satisfaction Sr. Specialist

at Jaguar Land Rover Limited.

Posted: 4/27/2019
Job Reference #: 850
Categories: Customer Service

Job Description

Location:
CA - Irvine

Department:
Customer Service

Creating Experiences that Customers Love, for Life.  This is the singular purpose of Jaguar Land Rover and is built around a focus to always put the customer first. 

The Customer Satisfaction Sr. Specialist is responsible for supporting all potential technical litigation activities.  This includes retailer counseling on the lemon law, assisting Consumer Affairs and the Customer Relationship Center (CRC) with potential lemon law issues, and assisting and supporting the Legal Department in technical litigation. 

Main Responsibilities

  • Provide technical assistance in determining whether a vehicle has a defect that qualifies for a repurchase under the lemon law
  • Assist and support all aspects of the Dealer Facilitated Trade process including assisting with the required DFT paperwork and retailer inquiries
  • Assist and support Consumer Affairs and the CRC with potential lemon law claims and vehicle repurchase requests

  • Identify retailer process deficiencies

  • Assist and support the Legal Department in all aspects of technical litigation

    • Serve as JLRNA’s person most knowledgeable witness at deposition on vehicle technical issues and pre-litigation processes

    • Attend and perform vehicle inspections

    • Review and respond to written discovery

    • Attend mediations, arbitrations, and settlement conferences

    • Interface, coordinate, and work closely with outside counsel

    • Provide input on litigation strategy

    • Provide an initial technical review of litigation

    • Serve as a JLRNA trial witness

  • Represent JLRNA in Small Claims Court

  • Consult with and counsel retailers on the litigation matters

  • Perform additional responsibilities as required.

    Knowledge, Skill & Qualification Requirements:

  • Bachelor’s Degree in a related discipline or equivalent work experience

  • 5-7 years automotive experience

  • Familiarity with vehicle diagnostics

  • Ability to gather, understand, and review DTCs, fault codes, and session files

  • ASE Certification preferred, but not required

  • Excellent interpersonal and presentation skills are essential

  • Must be comfortable presenting to retailers, lawyers, judges, and juries

  • Must have strong business acumen, and the ability to work with people at varying levels within the organizatio

  • Familiar with the retailer warranty and service environment

  • Ability to prioritize tasks in a high volume work environment with various demands

  • Ability to function and perform in a fast paced environment

Travel: 75%  - Domestic

Location:  Irvine, CA

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Jaguar Land Rover North America, LLC provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Jaguar Land Rover North America, LLC complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.