Temporary Technical Service Rep - Percepta

Temporary Technical Service Representative supporting Jaguar Land Rover

Length of Project – June 24, 2024 to December 31, 2024

Training – Full paid training and equipment provided

Total hourly pay rate of $22.00 per hour 

Full-time, Temporary (40 hours a week), Working on-site 3 to 5 days a week, must live within a commutable distance to Mahwah, NJ

Program Hours/Shifts: Monday to Friday 8 am to 7 pm.

At Percepta, we bring first-class service across each market we support. As a Technical Service Representative supporting Jaguar Land Rover in Mahwah, NJ, you’ll be a part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of a unique culture.

What You’ll Be Doing 
The Technical Service Representative is the initial contact for Jaguar Land Rover (JLR) Dealership personnel that will field customer inquiries and provide an accurate and timely response to the customer. 

Ready to Change Gears?

Percepta is currently looking for an enthusiastic Technical Support Representative who knows how to balance having fun while working hard. If you enjoy a fast paced environment and working with a great team, keep reading!

We are seeking individuals with a dynamic blend of technical expertise and customer service savvy to provide support and troubleshooting skills for Jaguar Land Rover dealerships that are experiencing problems or have questions regarding networks, software and applications.

This position is based in the Jaguar Land Rover headquarters facility in Mahwah, NJ - an easy commute from Bergen, Rockland, and Orange counties.  Candidates must be available for the following schedules: Mon-Fri 8am-4:30pm, 9:30am-6pm, or 10:30am-7pm.

During a Typical Day, You’ll

• Perform all Business Analyst responsibilities with consistent reliability.
• Ability to maneuver through various systems to provide the dealer / customer with prompt, courteous and accurate information including:

oAccurately respond to customer questions regarding JLR applications.

oTroubleshoot application and/or PC compatibility errors related to JLR applications.

oTroubleshoot connectivity issues related to accessing JLR software and applications.

oPerform access related tasks and password resets for various JLR applications.

oTravel to JLR dealerships for set up, training and installations.

oInterface with business partners that are related to ongoing issues or special projects.

oCorrectly diagnose customer issue s requiring escalation to other support groups or JLR departments.

oFollow up on reported issues until resolution.

oConsistently produce detailed documentation on all customer interactions.

oInitiate outbound contacts as appropriate.

oUtilize available resources to respond to internal and external customer inquiries.

• Help identify process improvements and best practices for the team.
• Identify and report all concerns regarding the program to the Team Leader.
• Meet or exceed performance expectations.
• Adhere to, and support all Percepta and client ISO, Quality Systems, Q1 initiatives and company policies and procedures.
• Attend and participate in team meetings.
• Act as a mentor to less experienced teammates which includes:

oTraining new team members.

oDemonstrate leadership capabilities.

• Complete additional tasks and projects as needed.
• Complete mandatory JLR training as needed.
• Efficiently and accurately complete additional tasks and projects as required.

What You Bring to the Role 

• High school diploma required.  College degree preferred. 

• Knowledge of Windows Environment, Microsoft Office Suite and the Internet.
• Customer Service experience. 

What You Can Expect 

·Pay rate of $22.00 per hour

·Training and Development Programs (Percepta College)

·Employee Rewards Program (Perci Perks)

A Bit More About Your Role 
Skills 

• General PC & networking skills preferred.
• Excellent customer service ability.
• Ability to maneuver through various systems to provide the Retailer accurate information.
• Displays professionalism and positive attitude.
• Ability to effectively communicate with customers, managers and co-workers.
• Strong written and oral communications.
• Good time management and organizational skills.
• Willingness to take on new assignments.
• Excellent reliability and attendance.
• Ability to multi-task. 

Other 

• Ability to travel to dealerships or retailers as needed – up to 25%.
• Hours of operation vary by program. 

About Percepta 
Established in 2000, Percepta has contact centers across the globe that proudly deliver a frictionless customer experience to our clients.

Our values are the heartbeat of our organization, and we live, breathe, and play by them everyday. As a Percepta team member, you can expect:  

Culture of Service – to be treated like you are the customer from day one 

Teamwork– belonging to a supportive family team environment that encourages growth, fosters trust and open communication, and acknowledges value in your contributions

Respect– a team that is accountable, dependable and gives you their full attention

Proactive– to surround yourself with solution-oriented people who strive to improve themselves, others, and the organization

CareerGrowth – lots of learning opportunities for aspiring minds

Diversity – be a part of our growing diverse and community-minded organization that is all about having fun!

Competitive Compensation – we take care of family, which is why we offer more than just competitive wages and great benefits. Our programs offer incentives and promote physical, mental, and financial wellness.

Percepta is an Equal Opportunity Employer.

Please note that neither Percepta nor any of the agencies that recruit on our behalf will ever ask for any payments or personal information such as bank account details from applicants at any point in the recruitment process.

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