Territory Customer Experience Manager

John Deere; Greenock; Hybrid; GBP 65,000 - 90,000; Full time

Benefits offered by this job

Premium company car

Private medical insurance

Contributory pension scheme

Group Life Assurance/Death in Service

Home office equipment

Job summary

John Deere is seeking a Territory Customer Experience Manager for Central, Southern & Southwest England. This field-based role will lead uptime, machine performance and customer success across assigned territory and product lines, building dealer capability and coordinating rapid technical intervention with dealers, customers and product teams.

The role involves regular proactive visits to key accounts, cross-functional collaboration with Harvesting, Crop Care, Aftermarket and Sales, and

Qualifications

• Experience in agriculture, agronomy or agricultural engineering preferred.
• Strong interpersonal and coaching abilities for dealer teams.
• Ability to analyse data and monitor machine performance.

Responsibilities

• Drive uptime and machine operation by building dealer support capabilities.
• Coordinate diagnostic, escalation and resolution of priority technical issues.
• Develop dealer capabilities in diagnostics, issue resolution and proactive monitoring.
• Serve as interface between customers, deal​ership and product lines to reduce issues.
• Conduct regular dealer and customer visits focusing on key accounts and retention.
• Coordinate warranty, product programmes and commercial assistance cases.
• Lead the technical aspects of Customer Success Journey with stakeholders.

Skills

Customer experience management

Technical diagnostics

Dealer coordination

Analytical skills

Interpersonal skills

Education

Degree or equivalent in agriculture/engineering

Job description

Responsible for Central, Southern & Southwest England – (Field - Based Role)

We are looking for a Territory Customer Experience Manager to join our

UK & Ireland Agriculture Division.

Lead the delivery of product uptime, machine performance and customer success across the assigned territory and product lines. Build dealer technical capability, coordinate effective problem resolution and connect dealers to deliver an outstanding customer experience. The TCEM succeeds not only through technical expertise, but through trusted relationships with customers, operators and dealer teams. This differentiates the role from a traditional technical support position and links directly to customer success.

Your responsibilities

• Drive product uptime and effective machine operation by developing dealer support capabilities and coordinating timely technical intervention.
• Ensure capabilities and execution of Dealer Centralised & Connected Support Teams
• Coordinate the diagnostic, escalation and resolution of priority technical issues, ensuring clear ownership, timely communication and appropriate product-line involvement
• Develop dealer capabilities in technical diagnostics, issue resolution, machine optimisation and proactive machine monitoring.
• Serve as the interface between the customers, dealership and product lines to reduce recurring technical issues
• Conduct regular proactive dealer and customer visits, with particular focus on key accounts, customer retention and recurring product-performance concerns
• Coordinate and monitor relevant warranty, product programmes and commercial-assistance cases
• Lead the technical and product-performance elements of Customer Success Journey execution, in collaboration with the other stakeholders and dealer teams.
• Collaborate across Harvesting, Crop Care & Precision Technology, Aftermarket, Key Accounts, Sales and other relevant functions to deliver coordinated customer support

Measures of success

• Product uptime and machine-performance outcomes
• Timeliness and quality of technical issue resolution
• Reduction in recurring technical issues
• Dealer technical capability development
• Machine-monitoring and technology-utilisation effectiveness
• Customer experience and retention outcomes
• Execution of the technical elements of Customer Success Journey

What will make you stand out

• The role will have both territory and product line responsibilities, meaning that for the product line you will be required to be geographically mobile plus occasional international travel.
• Ideally you will have a degree or equivalent & relevant work experience within agriculture, agronomy, agricultural engineering, precision agriculture, technical support, customer support.
• You possess excellent coaching & interpersonal skills and can motivate, engage, and unite people around common objectives effectively interacting with dealers
• Ability to work independently, remain self-motivated and self-organized, and manage multiple support priorities plus enjoy working with numbers and leveraging your analytical skills.

What we offer

John Deere offers a competitive rewards package including 25 days' holiday plus bank holidays (increasing with service), the opportunity to buy and sell holiday, a premium company car, private medical insurance, a flexible and inclusive working environment, a competitive bonus scheme, contributory pension scheme, Group Income Protection, and Group Life Assurance/Death in Service benefits, along with home office working equipment such as a laptop and mobile phone.

We invest in our employee’s personal development, and as a business with over 70,000 employees worldwide we offer excellent career development opportunities for the right candidate.

The position is field-based and involves working from home when not visiting dealers/customers or supporting events. The successful candidate will be expected to live centrally and within a commutable distance of the dealers on this territory.

Everyone is welcome at John Deere. We firmly believe that diversity and inclusion make us even stronger.

Closing Date:09 October 2026

Territory Customer Experience Manager • Langar, GB