Jaguar Land Rover Limited.
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Customer Satisfaction Sr. Specialist
at Jaguar Land Rover Limited.
CA - Irvine
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.
- 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.