District Service Manager - West

JCB North America

3d • Remote

About The Position

This role is an opportunity to lead the delivery of JCB’s customer support strategy in the West region, delighting our customers by developing a strong and capable dealer support network. This role is remote with regular travel to customers, dealers and suppliers (70%) across the territory of CA, NV, AZ, and NM.

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%).
• Detailed understanding of a dealership business model.
• Must pass any drug screens, background checks, and any pre-employment tests, which will be conducted in accordance with applicable law.

Nice To Haves

• 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
• Strong problem-solving and analytical skills.
• Ability to work in a high-stress environment.
• Detail-oriented and able to work independently.
• Collaborative approach to resolving issues impacting various groups across the enterprise.
• Ability to understand processes (system and non-system), troubleshoot, develop, and recommend solutions.
• Enjoy working in a dynamic environment and be a self-motivated team player.
• Working knowledge of Microsoft Office products, including Word, Excel, PowerPoint, Teams, and Microsoft Project.

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 distributed in a timely manner.
• 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 counterparts.
• 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 sales and marketing parts.
• Ensure dealer personnel are trained and functional with JCB product support systems and tools.
• Develop new dealers and position for future growth opportunities.
• Increase product support connectivity and consistent representation in the marketplace.
• Other duties as assigned

Benefits

• medical, dental, and vision insurance
• 401 (k) retirement plan
• paid time off and paid holidays

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level