Service Manager - Africa North (RGAL-C76K3E)

  • Vacancy Title
  • Service Manager - Africa North (RGAL-C76K3E)
  • Company
  • JCB
  • Salary & Benefits
  • Competitive plus benefits
  • Closing Date
  • 28/05/2022
  • Job Description
  • We're looking for a Service Manager to join our team in North Africa

    Overview of JCB Service:

    JCB Service is focused on delivering the industry’s finest customer support, driving continuous quality improvement and as a consequence delivering outstanding customer experience. Our home is the World Parts Centre in Uttoxeter however we are the global face of JCB to all our dealers and customers. JCB Service has and continues to develop industry leading and innovative ways to maximise machine uptime, focusing on machine health and prognostics as well as expediting, monitoring and closing customer support calls in the most effective way.

    Overview of the role:

    As a territory manager your role and energy needs to be focused on the development of our JCB Dealers service capability in line with JCB Standards and vision. While pursuing this you will work with Dealers to improve customer satisfaction and retention. Finally to build on this you will explore and identify opportunity to expand the Dealers aftersales business.

    Your Responsibilities as a Service Manager:

    • Train/Support the JCB Dealer with JCB Service process in an effort to facilitate key activities.
    • Competent Technical Knowledge of construction or agricultural machinery including:
      • Basic operation
      • Technical understanding of Hydraulics, electrics, transmissions and engines. Knowledge of power generation would also be beneficial.
      • Key Customer expectations and application
      • Dealer Support Requirement
        • Initial diagnostics and trouble shooting.
        • Training
        • Tooling
        • Response / Timeliness requirement
    • Manage escalated customer concerns to resolution through internal JCB stakeholder management.
    • Review Dealer Service Development business plans to ensure SMART objectives are implemented and maintained.
    • Monitor the execution of the Dealer Service Development business plan each month to ensure progress and achievement in line with JCB Group Standards.
    • Periodically review Dealer performance metrics on core JCB processes on FSI’s, Warranty, TechWeb, LiveLink and Uptime+.
    • Complete quarterly evaluation form in line with JCB Dealer Quality programme.
    • Conduct strategic customer visits to assess JCB performance to identify areas of success and opportunities for future growth.
    • Provide timely reports/minutes on customer visits and Dealer visits.
    • Coaching Dealers on best service practices to ensure business improvements and profitable growth.
    • Responsible for ensuring Field Service Improvement are completed within planned timescales through progress tracking and intervention.
    • NPIP responsible for the Dealer engagement in training, parts provision and service preparation.
    • Training Dealers on legislative changes and requirement.

    About you:

    If you are a professional person with exposure in a customer service environment or with a proven ability to engage with customers and provide resolutions then you will likely be a good fit into this dynamic team. While not essential, competent knowledge of JCB machines, their basic operation & service requirements, where they are used and what our customers’ expectations are, will help you to understand the magnitude, priority and consequences of this critical role.

    Personal Attributes:

    • Strong Influencing skills
    • Must Speak, English, French and Portuguese
    • Must be self Motivating and able to effectively work on your own initiative
    • Must be confident to travel freely in North African countries.
    • The ability to work and engage individuals at all levels within a JCB Dealership or Customer business
    • Demonstrates accountability at all times
    • Assertiveness
    • Promotes high service standards
    • Completer finisher qualities
    • Tenacious – never accept the status quo

    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.