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Role Description

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. This role is based remotely with regular travel to customers, dealers and suppliers (70%) across the region Arizona, New Mexico, and El Paso, Texas.

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 as 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.

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%).

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.