Regional
Technical Manager
Jaguar Land Rover
UAE
The Regional Technical Manager is responsible
for driving the compliance & competency of Retailer Workshop Technical
operations to deliver Aftersales customer satisfaction and Customer Retention
for a group of Jaguar and Land Rover Retailers in a specific territory of a NSC
or Importer
Drive Technical Excellence within a Retailer Operation
• Works with Retailer management and Repair Operations Staff to actively develop a customer-focused culture, which delivers high levels of customer loyalty and advocacy
• Works with Retailers to review data on customer satisfaction (e.g. CEIP, Mystery Shop, CRC open cases) relating to Workshop process and make improvements to the customer experience
• Supports the Retailer to deliver outstanding customer service by getting involved to ensure the Retailer Technical Processes are aligned to JLR Standards
• Champions the Retailer into the NSC or Importer to achieve a ‘win - win’ outcome which delivers benefits for both the Retailer and JLR
Manages performance
• Monitors the performance of the Retailer’s Workshop against targets, using a wide range of JLR reports and tools (e.g. Repair Standards, Red Flag, RFT, Diagnostics, Quality Checks, Equipment Compliance, Battery Care Standards, Vehicle off Road (VOR), DTS open cases, Campaign Management, CRC open cases, Health and Safety records)
• Reviews key processes (e.g. diagnostic processes, job cards, quality checks, concern reporting (TA, ePQR), Field Service Actions, Warranty processes) and identifies opportunities to improve compliance and efficiency
• Guides Retailer Management to Improve Performance through analysis of Repeat Repair, Quality Check and Red Flag Metrics.
• Coaches and supports Retailer managers to Ensure approved Tooling and Diagnostic Equipment is available and maintained in line with JLR Standards to ensure correct Diagnostics and Repair.
• Compiles a report to communicate improvement opportunities to Retailer with closure plans and responsibilities for each concern raised.
• Proactively follows up on action plans to deliver agreed improvements in Workshop performance
• Maintains data and completes reporting on Retailers in own Region, in accordance with NSC/JLR standards and formats
• Liaises with Retailer managers to respond to requests for data from the NSC
Monitors performance against JLR Franchise Standards
• Assesses Workshop and standards against JLR Franchise Standards, DSAT and Retailer Technical Assessment Process and implements in conjunction with Retailer Management any corrective actions required
• Guides Managers to develop the capability and performance of their Workshop teams; ensures that the Retailer is fully compliant with JLR competency and training requirements
• Works with Retailers to review the outcomes from Retailer Standards Audits and implement any corrective action which is required
Supports the implementation of JLR initiatives and programmes by the Retailer
• Communicates and supports Retailers to implement key JLR Workshop indicatives and technologies (e.g. EVHC, new diagnostic tools) which are being rolled out by the NSC/Importer
• Provides coaching to Workshop teams to support specific initiatives (e.g. use of systems such as TOPix, DDW and SDD)
Drives a focus on continuous improvement
• Supports Retailer managers to identify improvement opportunities for Workshop processes by sharing best practice ideas and providing coaching using improvement techniques (e.g. root causing)
• Works with Workshop teams, using best practice tools (e.g. the Service Experience Framework and Toolkit) to identify opportunities for improvement
• Ensure Retailer is updated with Latest Repair and Diagnostic Guides and Bulletins
• Ensure Retailer has a Robust Process for Technician Training and Development
Team working
• Acts as an ambassador for the Jaguar and Land Rover brands; role models the JLR Customer First Behaviours in all aspects of the role
• Supports Retailer in the discussions of complex Technical situations with Customer
• Works with other JLR Regional Managers (e.g. Regional Business Managers and Regional Aftersales Managers) and central teams (e.g. Dealer Technical Support) to deliver a ‘joined up’ approach to Retailers and optimise the performance of the territory
• Coaches and supports Retailer Technicians and Service advisors in all aspects of Vehicle Primary and Secondary Diagnostics
• Maintains positive and influential relationships with NSC/Importer teams and JLR Global teams, to input feedback from customers/Retailers
• Relationships with Retailer Aftersales managers and Heads of Business
• Relationships with JLR colleagues working in the same territory
• Relationships with other JLR colleagues (NSC/Importer, Global)
Drive Technical Excellence within a Retailer Operation
• Works with Retailer management and Repair Operations Staff to actively develop a customer-focused culture, which delivers high levels of customer loyalty and advocacy
• Works with Retailers to review data on customer satisfaction (e.g. CEIP, Mystery Shop, CRC open cases) relating to Workshop process and make improvements to the customer experience
• Supports the Retailer to deliver outstanding customer service by getting involved to ensure the Retailer Technical Processes are aligned to JLR Standards
• Champions the Retailer into the NSC or Importer to achieve a ‘win - win’ outcome which delivers benefits for both the Retailer and JLR
Manages performance
• Monitors the performance of the Retailer’s Workshop against targets, using a wide range of JLR reports and tools (e.g. Repair Standards, Red Flag, RFT, Diagnostics, Quality Checks, Equipment Compliance, Battery Care Standards, Vehicle off Road (VOR), DTS open cases, Campaign Management, CRC open cases, Health and Safety records)
• Reviews key processes (e.g. diagnostic processes, job cards, quality checks, concern reporting (TA, ePQR), Field Service Actions, Warranty processes) and identifies opportunities to improve compliance and efficiency
• Guides Retailer Management to Improve Performance through analysis of Repeat Repair, Quality Check and Red Flag Metrics.
• Coaches and supports Retailer managers to Ensure approved Tooling and Diagnostic Equipment is available and maintained in line with JLR Standards to ensure correct Diagnostics and Repair.
• Compiles a report to communicate improvement opportunities to Retailer with closure plans and responsibilities for each concern raised.
• Proactively follows up on action plans to deliver agreed improvements in Workshop performance
• Maintains data and completes reporting on Retailers in own Region, in accordance with NSC/JLR standards and formats
• Liaises with Retailer managers to respond to requests for data from the NSC
Monitors performance against JLR Franchise Standards
• Assesses Workshop and standards against JLR Franchise Standards, DSAT and Retailer Technical Assessment Process and implements in conjunction with Retailer Management any corrective actions required
• Guides Managers to develop the capability and performance of their Workshop teams; ensures that the Retailer is fully compliant with JLR competency and training requirements
• Works with Retailers to review the outcomes from Retailer Standards Audits and implement any corrective action which is required
Supports the implementation of JLR initiatives and programmes by the Retailer
• Communicates and supports Retailers to implement key JLR Workshop indicatives and technologies (e.g. EVHC, new diagnostic tools) which are being rolled out by the NSC/Importer
• Provides coaching to Workshop teams to support specific initiatives (e.g. use of systems such as TOPix, DDW and SDD)
Drives a focus on continuous improvement
• Supports Retailer managers to identify improvement opportunities for Workshop processes by sharing best practice ideas and providing coaching using improvement techniques (e.g. root causing)
• Works with Workshop teams, using best practice tools (e.g. the Service Experience Framework and Toolkit) to identify opportunities for improvement
• Ensure Retailer is updated with Latest Repair and Diagnostic Guides and Bulletins
• Ensure Retailer has a Robust Process for Technician Training and Development
Team working
• Acts as an ambassador for the Jaguar and Land Rover brands; role models the JLR Customer First Behaviours in all aspects of the role
• Supports Retailer in the discussions of complex Technical situations with Customer
• Works with other JLR Regional Managers (e.g. Regional Business Managers and Regional Aftersales Managers) and central teams (e.g. Dealer Technical Support) to deliver a ‘joined up’ approach to Retailers and optimise the performance of the territory
• Coaches and supports Retailer Technicians and Service advisors in all aspects of Vehicle Primary and Secondary Diagnostics
• Maintains positive and influential relationships with NSC/Importer teams and JLR Global teams, to input feedback from customers/Retailers
• Relationships with Retailer Aftersales managers and Heads of Business
• Relationships with JLR colleagues working in the same territory
• Relationships with other JLR colleagues (NSC/Importer, Global)
KPIs
• Achievement of business targets (customer satisfaction/retention, Red Flag, RFT, Red Flag, Technical Case Closure, Equipment Compliance
• Compliance with JLR Workshop standards and processes (e.g. DSAT results, Field Service Actions)
• Successful delivery of business improvement and change (e.g. Workshop capacity planning, systems implementation)
• Achievement of Retailer Technical Assessment Target
Travel: Extensive travel within region
• Achievement of business targets (customer satisfaction/retention, Red Flag, RFT, Red Flag, Technical Case Closure, Equipment Compliance
• Compliance with JLR Workshop standards and processes (e.g. DSAT results, Field Service Actions)
• Successful delivery of business improvement and change (e.g. Workshop capacity planning, systems implementation)
• Achievement of Retailer Technical Assessment Target
Travel: Extensive travel within region
Jaguar Land Rover is the UK’s largest automotive
manufacturing business, built around two iconic British car brands: Land Rover,
the world’s leading manufacturer of premium all-terrain vehicles and Jaguar,
one of the world’s premier luxury sports saloon and sports car marques.
Under the ownership of
Tata Motors Limited, Jaguar Land Rover is transforming its business to realise
the full potential of its brands and deliver profitable results. Driving the
business is a world-class team of 32,000 people globally. In addition we
support more than 210,000 UK jobs through the supply chain, dealer network and
wider economy.
All of our cars are
engineered and designed in Britain and while we have ambitious plans for global
growth, the heart of the business remains in the UK. We have invested billions
of pounds in our state-of-the-art production, research and development
facilities. In fact, Jaguar Land Rover is the biggest UK investor in R&D in
the manufacturing sector – ahead of British Aerospace and Rolls-Royce – and in
the global top 100 for R&D spend. This investment, along with our on-going
support of local communities and encouragement to get young people to seek jobs
in engineering has led to Jaguar Land Rover winning the Responsible Business of
the Year Award – an accolade we take great pride in achieving.
Apply Now
Commercial
Support Specialist
Jaguar Land Rover
UAE
The Commercial role is an
integral part of the Customer Service division based within the JLR Regional
Office. Its primary function is to strategically identify, scope and deploy
Aftersales Programmes (Key Levers) to drive revenue, profit & customer
retention.
The individual will work closely with the Retailer/Importers, understanding market requirements to implement programmes and accelerate activity to generate increasing levels of revenue and improved customer retention. All in alignment with the global Customer Service Strategy.
The individual will work closely with the Retailer/Importers, understanding market requirements to implement programmes and accelerate activity to generate increasing levels of revenue and improved customer retention. All in alignment with the global Customer Service Strategy.
• Pricing: Apply centrally driven pricing
requirements and feedback intelligence for competitor analysis.
• P&A Sales: Analyse market performance based on JLR analytics toolset and market sizing; derive appropriate programs & actions in the market to achieve revenue targets, understanding the channels to market (wholesale, retail, fleet), as well as measuring performance within Customer segments (1, 2 & 3)
• Business Planning: Assist the Business Planning cycle requirements in alignment with the central timeline to deliver Parts and Accessory targets, supporting the overall JLR revenue and profit objectives.
• Market Sizing: In conjunction with the Network Development team, scope the size of the parts and service market using capacity plan output & research in local markets to maximize opportunity.
• Key Levers: Define & implement eVHC, Predictive Marketing, Service Plans and Extended Warranties and assist in the administration side of the programs. Measure & Monitor the performance of these levers when implemented.
• Marketing Programmes: Definition & implementation of marketing & promotional activities. Amend Global assets to regional requirements.
• Suppliers: Assist in the management of business service providers, to deliver the rollout of key lever programs, ensuring plans are delivered and fully embedded.
• Products: Alongside the commercial managers assist in the delivery of Aftersales products to market, such as oil, re-manufactured parts, and tyres in line with the global framework.
• Accessories: Identify opportunities in the accessory business, through both current product and new model launches; drive the Sales organisation to incorporate accessories within the sales process, while also deploying best practice accessory programmes such as ASAP.
• Opportunities: To carry out financial analysis of the importer Network to prepare and provide regular reports on Parts and Accessories objectives. Extensive analysis of KPI’s and voice of customer relating to cost of ownership to establish competitive commercial solutions and competitors analysis of the same
• P&A Sales: Analyse market performance based on JLR analytics toolset and market sizing; derive appropriate programs & actions in the market to achieve revenue targets, understanding the channels to market (wholesale, retail, fleet), as well as measuring performance within Customer segments (1, 2 & 3)
• Business Planning: Assist the Business Planning cycle requirements in alignment with the central timeline to deliver Parts and Accessory targets, supporting the overall JLR revenue and profit objectives.
• Market Sizing: In conjunction with the Network Development team, scope the size of the parts and service market using capacity plan output & research in local markets to maximize opportunity.
• Key Levers: Define & implement eVHC, Predictive Marketing, Service Plans and Extended Warranties and assist in the administration side of the programs. Measure & Monitor the performance of these levers when implemented.
• Marketing Programmes: Definition & implementation of marketing & promotional activities. Amend Global assets to regional requirements.
• Suppliers: Assist in the management of business service providers, to deliver the rollout of key lever programs, ensuring plans are delivered and fully embedded.
• Products: Alongside the commercial managers assist in the delivery of Aftersales products to market, such as oil, re-manufactured parts, and tyres in line with the global framework.
• Accessories: Identify opportunities in the accessory business, through both current product and new model launches; drive the Sales organisation to incorporate accessories within the sales process, while also deploying best practice accessory programmes such as ASAP.
• Opportunities: To carry out financial analysis of the importer Network to prepare and provide regular reports on Parts and Accessories objectives. Extensive analysis of KPI’s and voice of customer relating to cost of ownership to establish competitive commercial solutions and competitors analysis of the same
Jaguar Land Rover is the UK’s largest automotive
manufacturing business, built around two iconic British car brands: Land Rover,
the world’s leading manufacturer of premium all-terrain vehicles and Jaguar,
one of the world’s premier luxury sports saloon and sports car marques.
Under the ownership of
Tata Motors Limited, Jaguar Land Rover is transforming its business to realise
the full potential of its brands and deliver profitable results. Driving the
business is a world-class team of 32,000 people globally. In addition we
support more than 210,000 UK jobs through the supply chain, dealer network and
wider economy.
All of our cars are
engineered and designed in Britain and while we have ambitious plans for global
growth, the heart of the business remains in the UK. We have invested billions
of pounds in our state-of-the-art production, research and development
facilities. In fact, Jaguar Land Rover is the biggest UK investor in R&D in
the manufacturing sector – ahead of British Aerospace and Rolls-Royce – and in
the global top 100 for R&D spend. This investment, along with our on-going
support of local communities and encouragement to get young people to seek jobs
in engineering has led to Jaguar Land Rover winning the Responsible Business of
the Year Award – an accolade we take great pride in achieving.
Apply Now