Director - Product Support

JCB North America

12d•Hybrid

About The Position

The Director of Customer & Product Support is responsible for developing and executing JCB North America’s customer support, parts, and service strategy for Dealer Sales customers. This position provides strategic and operational leadership to ensure customers and dealers receive responsive, consistent, and commercially effective product support throughout the equipment lifecycle. The Director will lead a team of product support professionals, strengthen dealer service capabilities, increase parts and service revenue, improve equipment uptime, and drive measurable improvements in customer satisfaction. This leader will partner closely with JCB dealers, customers, Sales, Parts, Service, Warranty, Training, and other internal stakeholders to identify market opportunities, resolve complex customer concerns, and improve the overall ownership experience. The successful candidate will combine strong technical knowledge of construction equipment with commercial leadership, dealer development, business planning, and customer relationship management.

Requirements

Ability and willingness to travel up to 50 percent.
Bachelor’s degree in business, engineering, construction equipment technology, operations, or a related field preferred.
A minimum of eight years of progressive technical service or product support experience within the construction equipment, heavy equipment, agricultural equipment, material handling, commercial vehicle, or related industry.
A minimum of five years of leadership experience in parts, service, product support, dealer development, or customer support.
Demonstrated experience leading teams and managing performance across multiple locations or a broad geographic territory.
Experience managing parts and service business performance, including revenue, profitability, forecasting, and operational metrics.
Experience working with an independent dealer network or distribution-based business model strongly preferred.
An equivalent combination of education, technical expertise, leadership experience, and industry knowledge may be considered.
Must pass any drug screens, background checks, and any pre-employment tests, which will be conducted in accordance with applicable law.
Demonstrated success developing and executing customer and product support strategies.
Strong commercial understanding of parts, service, warranty, dealer operations, and equipment lifecycle support.
Proven ability to achieve revenue, profitability, customer satisfaction, and operational performance targets.
Strong working knowledge of profit and loss management, return on investment, absorption rates, forecasting, budgeting, and business performance metrics.
Demonstrated ability to identify business development opportunities and convert them into measurable results.
Strong leadership skills with the ability to set direction, establish accountability, and motivate teams.
Ability to influence dealer owners, senior leaders, customers, and cross-functional stakeholders without relying solely on direct authority.
Strong analytical and problem-solving skills, including the ability to interpret performance data and develop effective action plans.
Excellent written, verbal, presentation, negotiation, and active-listening skills.
Ability to manage complex customer situations with sound judgment, professionalism, urgency, and diplomacy.
Strong relationship-building skills with a high degree of integrity, credibility, and trust.
Working knowledge of construction equipment applications, diagnostics, service operations, parts distribution, and dealer support.
Ability to balance strategic planning with hands-on operational leadership.
Demonstrated commitment to customer experience, continuous improvement, and operational excellence.
Proficiency with Microsoft Office applications and enterprise business systems such as SAP, CRM platforms, dealer management systems, and reporting tools.

Responsibilities

Develop and execute the customer and product support strategy for JCB North America’s Dealer Sales business.
Translate organizational objectives into measurable parts, service, customer satisfaction, and dealer performance plans.
Establish annual and long-range priorities that support revenue growth, profitability, equipment uptime, dealer capability, and customer retention.
Serve as a senior product support leader and trusted advisor to JCB dealers, key customers, and internal business partners.
Provide executive leadership with clear reporting on business performance, customer trends, operational risks, and improvement opportunities.
Recruit, lead, coach, develop, and retain a high-performing team of product support managers and technicians.
Establish clear expectations, performance standards, development plans, and accountability across the product support organization.
Build a culture centered on urgency, technical excellence, collaboration, customer focus, and continuous improvement.
Evaluate team capacity, geographic coverage, technical capabilities, and training needs to ensure effective support for the dealer network.
Create succession and talent development plans that strengthen the long-term capabilities of the Product Support organization.
Own the achievement of quarterly and annual parts and service revenue, profitability, and customer support objectives.
Identify and execute business development opportunities that increase parts penetration, service activity, customer retention, and lifecycle value.
Lead forecasting, budgeting, and performance reporting for assigned parts and service activities.
Use profit and loss statements, return on investment, absorption rates, market penetration, equipment population, and other business metrics to guide decisions.
Partner with dealers to develop actionable plans that improve service absorption, parts availability, technician productivity, and overall profitability.
Evaluate commercial programs and customer support initiatives to ensure they deliver measurable business value.
Build strong, trusted relationships with dealer principals, senior leaders, service managers, parts managers, and key customer decision-makers.
Assess dealer product support capabilities and develop improvement plans addressing staffing, training, tooling, facilities, parts availability, service responsiveness, and customer coverage.
Establish and monitor dealer performance indicators related to parts, service, warranty, customer satisfaction, and equipment uptime.
Identify market opportunities and provide dealers with the data, tools, and direction needed to capture additional parts and service business.
Support the implementation of consistent product support standards across the dealer network.
Lead business reviews with dealers to evaluate results, identify risks, establish commitments, and monitor corrective actions.
Champion a customer-first approach that improves satisfaction, loyalty, and confidence in JCB products and support.
Increase equipment uptime and availability across the Dealer Sales customer base by improving response times, technical resolution, parts support, and dealer service capability.
Provide senior-level leadership for complex or escalated technical and customer concerns.
Identify recurring product, service, and support issues and coordinate cross-functional corrective actions.
Establish processes for gathering, analyzing, and acting on dealer and customer feedback.
Ensure customer concerns are addressed with urgency, professionalism, clear communication, and appropriate follow-through.
Maintain a strong working knowledge of JCB products, applications, systems, and service requirements.
Ensure field teams and dealers receive the technical information, training, tools, and support required to effectively service JCB equipment.
Partner with Technical Service, Training, Warranty, Quality, Engineering, Parts, and Product teams to address field issues and improve product performance.
Analyze field-service data, warranty trends, equipment performance, and customer feedback to identify risks and improvement opportunities.
Support new product introductions by ensuring dealers and internal teams are prepared to provide effective parts, service, and technical support.
Forecast, track, analyze, and report parts, service, dealer, and customer support performance to senior leadership.
Establish dashboards and key performance indicators that provide visibility into business performance and areas requiring action.
Use data to evaluate market coverage, customer penetration, equipment uptime, service responsiveness, dealer capability, and commercial performance.
Develop corrective action plans when performance falls below expectations and ensure actions are completed.
Maintain accurate, timely, and actionable reporting for leadership and key business stakeholders.
Other duties as assigned