Parts Customer Service Manager

Company Profile

78 years and countless innovations later, JCB has grown to become one of the largest heavy equipment manufacturers in the world, providing a wide range of products across the construction, agricultural, compaction, industrial and waste & recycling industries and our people are at the heart of our business.

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 Summary

This role is an opportunity to lead JCB’s North American customer service team, helping dealers and customers across the Americas increase their machine uptime and productivity.

As part of JCB’s aftermarket team you will work closely with customers, suppliers, JCB dealers, technical publication authors and our global parts operation to provide parts identification and ordering support to the network of JCB dealers and key customer accounts. You will get to train new team members and mentor the existing team to reach their potential.

Reporting to the General Manager – Aftermarket. This role is based in Savannah, GA.

What you will be able to do

• Set team goals and work with a motivated team to achieve them.
• Deliver strategic projects to improve customer experience or team efficiency.
• Conduct practical problem solving on the global parts operation.
• Collaborate with leadership on business strategy and performance reviews.
• Build relationships with dealers and customers to improve understanding of their business and improve customer service.
• Learn how an equipment dealer operates and how the parts department contributes to overall business success.
• Maintain a database of customers and dealers with key contact information.
• Work with system developers deliver operating improvements.
• Proactively monitor market demand and seek to provide support before requested.
• Communicate with key customers on current business performance and account status.
• Set & deliver department performance metrics.
• Monitor team performance and proactively plan training and development opportunities for the team and individuals.
• Work in partnership with a global parts team to align availability with market demand.
• Implement measures to reduce the environmental impact and improve the sustainability of the business.
• Lead and develop a team of existing people to reach their potential, while strategically adding to the team where required with new talent.

Requirements for the position

• Must pass any drug screens, background checks and any pre-employments tests as applicable.
• 3+ years of experience providing customer service, leading a team and delivering performance to objectives.
• Bachelor’s degree in business or related field.
• Strong communications skills across multiple media. Including presentation skills to large groups, customers and a range of seniority within a company.
• Demonstrated organizational skills and the ability to manage and prioritize multiple tasks.
• Enthusiastic approach to challenges with history of exercising a growth mindset.
• Motivated and independently driven, ability to lead own direction and that of a multifunctional team.
• Able to demonstrate innovative approach, not afraid to challenge the current state.
• Knowledge of SAP & Salesforce preferred (or similar ERP and CRM systems).

What you will receive in return

• As part of the JCB family you will receive a comprehensive benefits package
• Competitive salary, PTO allowance, retirement plans and much more.
• Supported personal development with technical and professional training.
• A career in a global business, with growth potential within North America and around the world.

Job Conditions & Physical Requirements

• Both office environment and occasionally manufacturing/warehouse environment.
• Travel to dealer, customer and supplier locations as required (<10%)

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.

JCB North America