Job Description

POSITION: Warranty Specialist

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 Upstream Tech & Warranty Manager, the successful candidate will be responsible for analyzing warranty data, generating detailed reports, and providing data‑driven recommendations to address emerging trends. The role will serve as the Warranty Subject Matter Expert (SME) for North America, overseeing the operational aspects of warranty claims management.

The candidate must have a strong understanding of what is covered under the JLR Global Warranty Policy, how retailers should submit repair claims, and when payments can be expected. The core objective of this role is to support retailers in efficiently completing required repairs in accordance with JLR’s global warranty policy and established Key Performance Indicators, while also ensuring appropriate control and stewardship of warranty costs.

What you will be doing:

• Producing monthly reports on escalation volumes, top reported issues, root causes, and resolution trends. Provide warranty cost reporting, monitor spend patterns, create ad hoc analyses, and support retailers in interpreting their own reports. Perform other duties as assigned.
• Ensuring retailer compliance with the Global Warranty Policy. Provide support on component coverage, claim submission workflows through Dealer Management Systems, and guidance on correcting returned/rejected claims.
• Supporting retailers in accurate administration of displaced parts. Oversee the collection, inspection, and distribution services performed by the local Parts Return Center. Collaborate with global warranty teams on parts re‑manufacturing and warranty recovery initiatives.
• Leading the rollout of new warranty programs or policy changes—such as Warranty Portal Enhancements, Repair Validation Codes, and Warranty API updates. Issue communications ahead of implementation and coordinate retailer engagement forums.
• Optimizing warranty claim processes for new, terminated, and buy/sell retailers in partnership with Retailer Network and Finance teams. Guide retailers through warranty tasks during the 30-, 60-, and 90‑day post‑termination timelines.
• Partnering with the local training team to assess current offerings, improve completion rates within the Learner Journey, and support development of updated warranty curriculum aligned with evolving business processes.
• Serving as the local expert and primary point of contact for all new-car warranty and CPO inquiries. Resolve retailer concerns via phone and email in a timely, professional manner, while collaborating with global warranty and Customer Care teams as needed.

What you will need:

• Bachelor’s degree in Business, Automotive, Engineering, or a related field or equivalent experience
• 3+ years of experience in warranty operations, business analysis, reporting/analytics, or project management
• Advanced proficiency in Excel and PowerPoint
• Strong analytical, organizational, troubleshooting, and multitasking abilities
• Excellent communication and stakeholder management skills
• Preferred: automotive industry or customer service experience
• Preferred: working knowledge of SAP, JIRA, Premier Doc, and Dealer Management Systems
• Preferred: experience working in a global or matrix organization, with demonstrated cross‑functional collaboration skills

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