Aftermarket Business Manager - South East

JCB North America

18d•Remote

About The Position

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, OK).

Requirements

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%).
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

Responsibilities

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.