Director - Service, Texas

JCB North America

6d•Onsite

About The Position

The Director – Service, Texas provides strategic leadership, direction, and execution for JCB North America's Product Support and Service operations throughout Texas. As the senior regional leader for dealer service performance, customer satisfaction, warranty administration, technical support, aftermarket growth, and operational excellence, the Director develops and executes regional strategies to advance market share, customer retention, dealer profitability, and product support performance. The role works with dealer principals, service and sales leaders, Product Support personnel, and corporate stakeholders to ensure the dealer network delivers a strong ownership experience and achieves regional revenue and profitability objectives. The position strengthens dealer capability, customer loyalty, and aftermarket sales while supporting JCB’s growth throughout Texas. It leads regional service strategy and execution, dealer development and performance management, customer experience initiatives, aftermarket revenue growth, warranty and product support, operational improvement, and regional team development. The Director also collaborates with North American and Savannah-based colleagues, reports regional results and recommendations to executive leadership, and represents JCB at dealer and customer events and industry functions. The role is based in Texas and involves extensive travel throughout the Texas Region, with evening or weekend business functions as needed. Work takes place in an office and occasionally in manufacturing or factory environments, which may involve noise and temperature changes. Physical requirements include regularly remaining stationary, handling or feeling objects, reaching, and talking or hearing; occasionally standing and walking; and frequently moving or transporting up to 10 pounds. Specific vision abilities include close and distance vision, depth perception, and adjustment of focus.

Requirements

Bachelor's degree in Business, Engineering, Agriculture, Construction Management, Operations Management, or a related field.
10 or more years of progressive leadership experience in Service, Product Support, Aftermarket, Dealer Development, or Equipment Operations.
7 or more years of experience leading multi-location teams, dealer networks, or large regional operations.
Demonstrated experience improving service excellence and customer satisfaction and growing aftermarket revenue.
Strong business acumen and experience developing and executing strategic growth initiatives.
Proven ability to influence dealer principals, executive stakeholders, and cross-functional teams.
Must pass applicable drug screens, background checks, and pre-employment tests, conducted in accordance with applicable law.
Willingness to travel extensively throughout the Texas Region and attend evening or weekend business functions as needed.
Ability to perform the stated physical requirements, including frequently moving or transporting up to 10 pounds.
JCB is not currently hiring individuals who now or in the future require sponsorship for employment visa status.

Nice To Haves

Master's degree or MBA.
15 or more years of experience in 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 driving market share growth and dealer performance improvement initiatives.
Experience leading large-scale organizational or operational transformation efforts.
Knowledge of dealer networks, aftermarket operations, customer support, warranty administration, technical support, and service operations.
Expertise in strategic planning and execution, organizational leadership, change management, process improvement, and organizational development.
Strong commercial acumen, analytical and problem-solving capabilities, negotiation and influencing skills, stakeholder management, communication, presentation, executive presence, conflict resolution, and decision-making skills.
Ability to lead diverse teams, build high-performing organizations, and use business intelligence and performance management tools.

Responsibilities

Develop and execute the regional Product Support strategy aligned with JCB North America's growth objectives.
Lead service initiatives to improve dealer performance, customer experience, machine uptime, and aftermarket profitability.
Represent customer and dealer needs within the organization as the regional Product Support advocate.
Create and implement plans that support dealer growth, operational excellence, and market penetration.
Oversee dealer service performance against JCB North America's Dealer Standards Program.
Lead dealer development to improve service capability, technician proficiency, customer responsiveness, and operational efficiency.
Conduct regular business reviews with dealer leadership and establish improvement plans.
Work with Dealer Development and Commercial teams on network expansion and market coverage.
Drive dealer accountability through performance metrics, scorecards, and continuous improvement.
Promote customer-focused service delivery, machine uptime, responsiveness, retention, satisfaction, and loyalty.
Lead efforts to grow regional market share through aftermarket support and customer engagement.
Escalate and resolve critical customer issues, and analyze customer feedback and service trends for improvement opportunities.
Develop and execute strategies to grow service revenue, replacement parts sales, maintenance contracts, attachments, and aftermarket solutions.
Support dealers in meeting revenue growth objectives and implement initiatives to maximize regional profitability.
Monitor aftermarket performance indicators and take corrective action when needed.
Provide executive oversight of regional warranty administration and Product Support activities.
Lead resolution of significant technical issues, warranty concerns, and field product performance challenges.
Collaborate with Engineering, Quality, and Manufacturing to communicate product issues and drive corrective actions.
Promote consistent and effective technical support processes throughout the dealer network.
Establish and monitor regional metrics for customer satisfaction, Product Support effectiveness, dealer performance, and financial results.
Drive continuous improvement across service operations and dealer support functions.
Use data analytics and reporting tools to identify trends, opportunities, and performance gaps.
Implement best practices to improve efficiency, responsiveness, and service quality across the territory.
Lead, coach, and develop a high-performing regional Product Support team; foster accountability, collaboration, innovation, and customer focus.
Support succession planning and leadership development within the regional organization.
Build cross-functional relationships and collaborate with counterparts in Savannah and across North America on a consistent, scalable Product Support strategy.
Participate in strategic planning and contribute to the long-term vision of JCB's Product Support organization.
Present regional performance, opportunities, risks, and recommendations to executive leadership.
Lead assigned special projects and strategic initiatives.
Represent JCB at dealer meetings, customer events, trade shows, and industry functions.
Perform other duties as assigned.