Technical Uptime Specialist

JCB North America•Pooler, GA

1d•Hybrid

About The Position

This position is responsible for providing ongoing technical diagnostic support to customers on JCB product lines and management of the uptime of machine product ranges and fleets. JCB is the world’s largest privately owned manufacturer of construction and agricultural equipment, with over 80 years of innovation and a diverse portfolio of over 300 products. As a family-owned business, JCB prioritizes long-term innovation and delivering value to customers.

Requirements

Ability to read hydraulic and electrical schematics
Previous employment as a technician on CE/AG equipment, ideally in a customer facing role.
Must pass any drug screens, background checks, and any pre-employment tests, which will be conducted in accordance with applicable law.

Nice To Haves

Technical Institute graduate in related field
7+ years of technical service or training experience within a related industry
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

Ensure fast and accurate responses to all dealer technical diagnostic concerns; either by way of online, written responses or telephone communication.
Maintain detailed call logs for all customer enquiries & requests for assistance, including closing details and date.
Use latest machine monitoring software to monitor fleet health and action accordingly.
Support customer business by way of documentation of product concerns, liaising with internal quality teams and supporting investigations and ensuring concerns are handled promptly and efficiently. Additionally, supporting the creation of communication of solutions to the field using multiple media (for example written service instructions, help videos).
Key role in New Product Introduction, ensuring market readiness within the Service function. This includes reporting to customers and other relevant parties on new model design as it affects Service.
Host customers and corporate visits while communicating business strategies and key activities.
Other duties as assigned