Company Profile

80 years and countless innovations later, JCB is the world’s largest privately-owned manufacturer of construction and agricultural equipment. At 23 plants spanning four continents—and countries including the United States, the United Kingdom, India and Brazil—JCB manufactures a range of more than 300 products including telescopic handlers, backhoe loaders, excavators, wheel loaders, compact excavators, skid steer loaders, compact track loaders, Access aerial work platforms, rough terrain forklifts, and tractors.

 

JCB people are at the heart of our business and as a family-owned business we answer to our customers, not a group of shareholders. That freedom allows us to concentrate on developing the latest technologies and incorporating them into our equipment. We focus on what our customer needs on the jobsite – a machine that holds up in the toughest environment and increases their productivity.

 

At JCB, we stand behind our products – and our name.

 

Position Purpose

This role is an opportunity to lead the delivery of JCB’s customer support strategy in the assigned region, delighting our customers by developing a strong and capable dealer support network.

 

Reporting to the Region General Manager – Parts & Service. This role is based remotely with regular travel to customers, dealers and suppliers (70%) across the region (LA, MS, AR and TX).

 

Major Tasks, Responsibilities & Key Accountabilities

• Develop dealer support to levels that meet or exceed JCB Dealer established metrics.
• Ensure dealer and customer queries and complaints are handled promptly and efficiently.
• Ensure all weekly and monthly field reports are properly and timely completed and distributed.
• Ensure dealers are able to offer adequate product support for new product introductions.
• Ensure dealers are updated on all product changes and developments and FSl's completed.
• Identify, evaluate, and propose new dealers in conjunction with commercial counterpart.
• Identify dealer service training courses on all JCB products are required.
• Conduct technical service training courses on all JCB products as required.
• Conduct formal quarterly Dealer business plan reviews in conjunction with commercial counterparts.
• Assist dealers with warranty policy training, implementation, and administration.
• Administer New Policy Introduction Plans across all dealers.
• Support National account and strategic account business as required.
• Assist dealers with parts sales and marketing.
• Ensure dealer personnel are trained and functional with JCB product support systems and tools.
• Develop new dealers and positioning for future growth opportunities.

• Increase product support connectivity and consistent representation in the marketplace.

 

Minimum Qualifications

• Bachelor's Degree preferred.
• 5 + years technical service experience with construction equipment
• 7 + years of technical service/training experience within a related industry is preferred.
• Must be able to travel extensively (70%).
• Must be bilingual 

 

Knowledge, Skills, Abilities & Competencies

• Proficient in Microsoft Office software
• Comfortable in an in-person office environment
• Technical competence is a plus
• Must be customer service oriented, flexible, and have a high energy level
• Must have excellent follow-through skills
• Must have a professional, polished, and sophisticated demeanor and be comfortable in most social settings
• Must be open to domestic and international travel
• Desire and proven ability to learn and grow

 

Job Conditions

• Both office environment and occasionally manufacturing/factory environment
• Subject to noise and temperature changes

 

Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

While performing the duties of this job, the employee is regularly required to:

• Sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear.
• The employee is occasionally required to stand and walk.
• The employee must frequently lift and/or move up to 10 pounds.
• Specific vision abilities required by this job include close vision, distance vision, depth perception, and ability to adjust focus.

 

JCB is an equal employment opportunities (EEO) employer in accordance with applicable federal, state and local laws. JCB complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. EEO EMPLOYER/VET/DISABLED.

 

JCB Inc. is not currently hiring individuals for this position who now or in the future require sponsorship for employment visa status; however, as a global company, JCB offers many job opportunities outside of the U.S. which can be found through our website at https://www.jcb.com/en-gb/about/careers.

 

Disclaimer: This job description is general in nature and is not designed to contain or to be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to the job.