Technical Product Support Specialist (DGIT-C8GC2L)

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  • Vacancy Title
  • Technical Product Support Specialist (DGIT-C8GC2L)
  • Company
  • JCB
  • Salary & Benefits
  • Competitive, with benefits
  • Closing Date
  • 03/12/2021
  • Job Description
  • JCB are hiring a Uptime - Technical Product Support Specialist to join our team

    JCB is a truly world class, family owned business. We are proud of our achievements and recognise that future growth and success is shaped by the ambition of the JCB team. If you are looking for a career with a business where people really count, look no further than JCB.

    Overview of the role:

    As JCB continue to expand its range of construction and agricultural machinery, a unique opportunity has arisen for an experienced Technical Specialist to join our Uptime Team to provide JCB’s global dealer network with customer support.

    The successful candidate will report directly to the Uptime Service Manager – Mid-Range & Excavators, and will provide technical support to resolve concerns raised by the dealer network on Telehandlers, in order to provide the Industry’s Finest Customer Support.

    The role requires candidates with experience of successfully delivering problem solutions within a technical environment with a focus on exceeding service targets and supporting continual service improvements. An Uptime Technical Specialist is required to take ownership of technical cases, following these cases through to completion to ensure machines are back working as quickly as possible. The role will involve working closely with our internally facing Customer Quality teams to ensure customer feedback is delivered to our manufacturing business units to drive continuous product improvement, and that where required engineering support is gained to resolve product concerns.

    The Technical Specialist will also be responsible for ensuring JCB dealers have the relevant material to support themselves in the field, and will therefore have to liaise with multiple business areas to ensure Help Files and Technical Literature are correct and up to date.

    This is a high-profile role demanding a high level of autonomy, initiative, and the ability to manage your own time effectively. As this is an externally facing role, an Uptime Technical Specialist must remain professional at all times and embody the core values of JCB.

    Your Responsibilities as an Uptime Technical Specialist:

    The successful candidate will be responsible for delivering JCB Service’s technical assistance to our dealer network. To do this the Uptime Technical Specialist will focus on:

    • Ensuring fast and accurate responses to all dealer concerns on the assigned product groups
    • Measuring performance reports and KPIs to drive service delivery improvements
    • Support the Customer Service Teams to resolve Machine Down cases as quickly as possible
    • Engage with field based teams and the dealer network to identify opportunities to prevent cases happening again
    • Deliver Uptime New Product Introduction requirements for the assigned products.

    About you:

    To be successful you will need to have experience and skills including:

    • A sense of urgency to deliver fast and accurate responses to dealer concerns
    • Experience working with machinery that form part of JCB’s wide range of products; particular experience of Telehandlers, and/or Backhoe would be preferred.
    • Confidence to work both collaboratively and independently
    • Excellent verbal and written communication skills with the ability to communicate effectively with technical and non-technical customers at all levels in the organisations
    • Exposure to and experience of working with machine schematics (Hydraulic, Electrical, and Software)
    • Computer literate – Strong IT skills

    What’s in it for you?

    To say thank you for your hard work, we will work with you to support your career progression and development. We will also provide a competitive salary, company pension scheme, medical insurance and dental care schemes, access to the company’s healthy living centre and 33 days annual leave.

    JCB: Building a Brighter Future

    JCB is an equal opportunities employer. We value diversity and welcome applications from candidates from all backgrounds.

    Recruitment Agencies: JCB does not accept any speculative approaches to present candidates for advertised vacancies.

This vacancy has now expired, and is not accepting any new applications.

Please search for live opportunities or use the Register Interest facility to sign up for job alerts and/or leave your CV speculatively.