District Service Manager - Direct Sales

Company Profile

80 years and countless innovations later, JCB is the world’s largest privately-owned manufacturer of construction and agricultural equipment. At 23 plants spanning four continents—and countries including the United States, the United Kingdom, India and Brazil—JCB manufactures a range of more than 300 products including telescopic handlers, backhoe loaders, excavators, wheel loaders, compact excavators, skid steer loaders, compact track loaders, Access aerial work platforms, rough terrain forklifts, and tractors.

JCB people are at the heart of our business and as a family-owned business we answer to our customers, not a group of shareholders. That freedom allows us to concentrate on developing the latest technologies and incorporating them into our equipment. We focus on what our customer needs on the jobsite – a machine that holds up in the toughest environment and increases their productivity.

At JCB, we stand behind our products – and our name.

Position Purpose

This position is responsible for providing ongoing parts, technical support and training to Direct Sales Account locations and regional personnel in a specified area of responsibility. This position will report directly to the Regional Service Manager. The territory consists of Washington, ,Oregon, Idaho, and Utah.

Position Type

Full Time, Exempt

Major Tasks, Responsibilities & Key Accountabilities

• Work to foster relationships with Direct Sales Accounts and local JCB dealers
• Identify technician service training needs and ensure they are fully met,
• Coordinate training requirements of customers and manage training calendar.
• Identify, quantify, and prioritize technical concerns by use of technical reports
• Assist with and train new accounts on the use of JCB systems
• Support Direct Sales Account business and ensure issues and concerns are handled promptly and efficiently
• Communication of the solution and necessary field action to Direct Sales Accounts via technical bulletins, product updates, e-mail, and telephone
• Ensure Direct Sales Account product improvements are expedited in a timely manner
• Maintain detailed call logs of all National Accounts enquiries & requests for assistance via Salesforce
• Ensure customers submit warranty claims in the required format and on time
• Additional duties as assigned by the Regional Service Manager
• This position is 70% customer facing, traveling in the area assigned.

Minimum Qualifications

• Ability to read hydraulic and electrical schematics
• Previous employment as a technician or similar on CE/AG equipment
• 5- years of technical service/training experience within a related industry

Preferred Qualifications

• Technical Institute graduate in related field
• Seven years of technical service/training experience within a related industry
• Specific experience with Generators, Telehandlers and other products contained within the JCB product line.

Knowledge, Skills, Abilities & Competencies

• Proficiency with Microsoft Word, Excel, Access and PowerPoint
• Ability to take direction well, either written or verbal
• Effective presentation and written communication skills
• Excellent customer service, problem solving and organizational skills
• Ability to be detail oriented and multi-task while maintaining a sense of urgency
• Willingness to travel as required 70%

Job Conditions

• Both office environment and occasionally manufacturing/factory environment
• Subject to noise and temperature changes

Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to:

• Sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear.
• The employee is occasionally required to stand and walk.
• The employee must frequently lift and/or move up to 10 pounds.
• Specific vision abilities required by this job include close vision, distance vision, depth perception, and ability to adjust focus.

JCB is an equal employment opportunities (EEO) employer in accordance with applicable federal, state and local laws. JCB complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. EEO EMPLOYER/VET/DISABLED.

JCB Inc. is not currently hiring individuals for this position who now or in the future require sponsorship for employment visa status; however, as a global company, JCB offers many job opportunities outside of the U.S. which can be found through our website at https://www.jcb.com/en-gb/about/careers.

Disclaimer: This job description is general in nature and is not designed to contain or to be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to the job.