Product Support Manager - Seattle/Canada
JCB North America - Pooler, GA

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This position is responsible for the execution of service and parts plans and policies within the Seattle/Canada region. The focus is to ensure effective and profitable customer support penetration and the continuous improvement of customer satisfaction.

Major Tasks, Responsibilities & Key Accountabilities
  • Develop dealer support to levels that meet or exceed JCB Dealer estabilished metrics.
  • Ensure dealer and customer queries and complaints are handled promptly and efficiently.
  • Ensure all weekly and monthly field reports are properly and timely completed and distributed.
  • Ensure dealers are able to offer adequate product support for new product introductions.
  • Ensure dealers are updated on all prodcut changes and developments and FSI's completed.
  • Identify, evaluate, and propose new dealers in conjunction with commercial counterpart.
  • 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 parts sales and marketing.
  • Ensure dealer personnel are trained and functional with JCB product support systems and tools.
  • Developing new dealers and positioning for future growth opportunities.
  • Increased product support connectivity and consistent representation in the marketplace.
Minimum Qualifications
  • Bachelor's Degree preferred.
  • 5 years technical service experience with construction equipment is minimum.
  • 7 years of technical service/training experience within a related industry is preferred.
  • Proficiency with Microsoft programs.
  • Experience with Proft and Loss, ROI, absorption rates and other business related metrics.
  • Ability to give direction well.
  • Effective presentation and communication skills.
  • Willingness to travel up to 80% nationally and internationally.
  • Ability to lift 50 lbs.
  • Capability to travel by car or air for extended periods of time.
  • Be based in the Seattle/Western Canada area