Director - Service, Texas

JCB North America

8d•Onsite

About The Position

The Director – Service, Texas is responsible for providing strategic leadership, direction, and execution of JCB North America's Product Support and Service operations throughout the Texas Region. This position serves as the senior regional leader for dealer service performance, customer satisfaction, warranty administration, technical support, aftermarket growth, and operational excellence. The Director will develop and execute regional service strategies that drive market share growth, customer retention, dealer profitability, and industry-leading product support performance. Working closely with dealer principals, service leadership teams, sales leadership, product support personnel, and corporate stakeholders, this individual will ensure the JCB dealer network delivers a best-in-class ownership experience while achieving regional revenue and profitability objectives. This role is instrumental in strengthening dealer capability, enhancing customer loyalty, expanding aftermarket sales, and supporting the continued growth of JCB throughout Texas.

Requirements

Bachelor's degree in Business, Engineering, Agriculture, Construction Management, Operations Management, or a related field.
10+ years of progressive leadership experience within Service, Product Support, Aftermarket, Dealer Development, or Equipment Operations.
7+ years of experience leading multi-location teams, dealer networks, or large regional operations.
Demonstrated experience driving service excellence, customer satisfaction, and aftermarket revenue growth.
Strong business acumen with experience developing and executing strategic growth initiatives.
Proven ability to influence dealer principals, executive stakeholders, and cross-functional teams.
Must pass any drug screens, background checks, and any pre-employment tests, which will be conducted in accordance with applicable law.

Nice To Haves

Master's Degree or MBA.
15+ years of experience within construction equipment, agricultural equipment, industrial equipment, heavy machinery, or related industries.
Significant experience leading dealer network development and Product Support programs.
Experience managing regional P&L responsibilities and financial performance metrics.
Proven success in driving market share growth and dealer performance improvement initiatives.
Experience leading large-scale organizational or operational transformation efforts.
Strategic planning, execution, and organizational leadership.
Deep understanding of dealer networks, aftermarket operations, and customer support functions.
Strong commercial acumen with the ability to drive revenue growth and profitability.
Expertise in change management, process improvement, and organizational development.
Advanced analytical and problem-solving capabilities.
Strong negotiation, influencing, and stakeholder management skills.
Knowledge of warranty administration, technical support, and service operations.
Exceptional communication, presentation, and executive presence.
Ability to lead diverse teams and build high-performing organizations.
Proficiency utilizing business intelligence and performance management tools.
Strong conflict resolution and decision-making skills.
Willingness to travel extensively throughout the Texas Region and attend evening or weekend business functions as needed.

Responsibilities

Develop and execute the regional Product Support strategy aligned with JCB North America's growth objectives.
Lead all service-related initiatives focused on improving dealer performance, customer experience, machine uptime, and aftermarket profitability.
Serve as the primary regional advocate for Product Support, ensuring customer and dealer needs are effectively represented within the organization.
Create and implement strategic plans that support dealer growth, operational excellence, and market penetration.
Oversee dealer service performance against the standards established in the JCB North America Dealer Standards Program.
Lead dealer development initiatives focused on improving service capability, technician proficiency, customer responsiveness, and operational efficiency.
Conduct regular business reviews with dealer leadership teams to evaluate performance and establish improvement plans.
Partner with Dealer Development and Commercial teams to identify opportunities for network expansion and increased market coverage.
Drive dealer accountability through performance metrics, scorecards, and continuous improvement initiatives.
Champion a customer-centric culture focused on machine uptime, responsiveness, and exceptional service delivery.
Develop programs and initiatives that improve customer retention, satisfaction, and loyalty.
Lead efforts to increase regional market share through superior aftermarket support and customer engagement.
Escalate and resolve critical customer issues to ensure positive outcomes and long-term customer relationships.
Analyze customer feedback and service trends to identify opportunities for improvement.
Develop and execute strategies to increase service revenue, replacement parts sales, maintenance contracts, attachments, and aftermarket solutions throughout the region.
Support dealers in achieving revenue growth objectives through effective service operations and product support programs.
Identify emerging market opportunities and implement initiatives to maximize regional profitability.
Monitor key aftermarket performance indicators and implement corrective actions where necessary.
Provide executive oversight of regional warranty administration and product support activities.
Lead resolution efforts related to significant technical issues, warranty concerns, and field product performance challenges.
Collaborate with Engineering, Quality, and Manufacturing teams to communicate product issues and drive corrective actions.
Ensure consistency and effectiveness in technical support processes throughout the dealer network.
Establish and monitor regional performance metrics related to customer satisfaction, product support effectiveness, dealer performance, and financial results.
Drive continuous improvement initiatives across service operations and dealer support functions.
Utilize data analytics and reporting tools to identify trends, opportunities, and performance gaps.
Implement best practices that improve efficiency, responsiveness, and service quality across the territory.
Lead, coach, and develop a high-performing regional Product Support team.
Build a culture of accountability, collaboration, innovation, and customer focus.
Support succession planning and leadership development initiatives within the regional organization.
Foster strong relationships across cross-functional teams to achieve organizational objectives.
Partner closely with counterparts in Savannah and across North America to ensure a consistent and scalable Product Support strategy.
Participate in strategic planning initiatives and contribute to the long-term vision of JCB's Product Support organization.
Present regional performance results, business opportunities, risks, and recommendations to executive leadership.
Lead special projects and strategic initiatives as assigned.
Represent JCB at dealer meetings, customer events, trade shows, and industry functions.
Other duties as assigned