Access Service Manager

JCB North America; Town of Texas (WI); On-site; USD 90,000 - 130,000; Full time

Job summary

JCB North America is seeking a Field-Based Training Specialist to lead the delivery of technical training and maintenance support for JCB’s aerial work platforms across North America. The role involves designing training content, delivering sessions to customers and dealers, and providing diagnostics and repair plans to maximize fleet uptime.

You will act as a technical escalation point, collaborate with customers’ maintenance teams, and travel regularly to client sites, dealers, and suppliers,

Qualifications

• 5+ years’ technical experience with Access equipment.
• Willingness to travel extensively (70%).
• Bachelor’s degree in engineering or related field preferred.
• 7+ years of technical service/training experience preferred.

Responsibilities

• Develop industry leading technical training content for JCB’s aerial work platform product range.
• Deliver technical training to customers on JCB’s aerial work platform product range.
• Support dealers and customers with technical diagnostics, maintenance and repair plans.
• Act as a point of technical escalation for other JCB support staff.
• Build strong relationships with assigned customers to maximize fleet uptime.

Skills

Technical training

Field travel 70%

Problem solving

Education

Bachelor's degree in engineering

Tools

Microsoft Office

Microsoft Project

Job description

Company Profile

With over 80 years of innovation, JCB is the world’s largest privately owned manufacturer of construction and agricultural equipment. Operating 23 manufacturing facilities across four continents—including the United States, the United Kingdom, India, and Brazil—JCB produces a diverse portfolio of more than 300 products. These include telescopic handlers, backhoe loaders, excavators, wheel loaders, compact excavators, skid steer loaders, compact track loaders, access aerial work platforms, rough terrain forklifts, and tractors.

At the heart of JCB’s success are its people. As a family-owned business, we are accountable to our customers—not shareholders—which gives us the flexibility to focus on long‑term innovation and delivering real value. This independence allows us to continuously develop advanced technologies and integrate them into equipment designed to perform in the toughest environments while maximizing customer productivity.

At JCB, we stand behind our products—and our name—with pride and commitment to quality.

Position Purpose

This role is an opportunity to lead the delivery of JCB’s support strategy for our Aerial Work Platforms, delighting our customers by developing and delivering a program of training, maintenance, diagnostics and parts support to ensure high levels of rental ready fleet availability.

Position Type

Full time, Exempt

Location

This role is field based with regular travel to customers, dealers and suppliers (70%) across North America.

Benefits And Other Compensation

JCB offers a comprehensive benefits package, including medical, dental, and vision insurance; 401 (k) retirement plan; paid time off and paid holidays.

Major Tasks, Responsibilities & Key Accountabilities

• Develop industry leading technical product training content for JCB’s ariel work platform product range.
• Deliver technical training to customers on JCB’s ariel work platform product range.
• Support dealers and customers with technical diagnostics, maintenance and repair plans.
• Act as a point of technical escalation for other JCB support staff.
• Build strong relationships with assigned customers, maximize customer fleet uptime by ensuring technical support, parts supply and resources are best in class.
• Visit customers’ locations on a regular basis covering: Fleet uptime, proactive campaigns, technical training, warranty, parts procurement and telematics.
• Work closely with customers maintenance and fleet teams to maintain high levels of JCB AWP fleet availability.
• Take ownership of any aging customer or dealer repair, create a repair plan and ensure the unit is returned to service ASAP.
• Lead weekly calls with assigned customers key contacts and ensure JCB commitments are delivered.
• Ensure all weekly and monthly field reports are properly and in a timely manner completed and distributed.
• Ensure customers are updated on all product changes and developments and field service action required.
• Ensure our customers are trained and functional with JCB product support systems and tools
• Other duties as assigned

Minimum Qualifications

• 5 + years’ technical experience with Access equipment required.
• Must be able to travel extensively (70%).
• Detailed understanding of the equipment rental industry and dealership business model required.
• 7 + years of technical service/training experience within a related industry is preferred.
• Bachelor’s degree in engineering or related field is preferred.
• Must pass any drug screens, background checks, and any pre-employment tests, which will be conducted in accordance with applicable law.

Knowledge, Skills, Abilities & Competencies

• Strong problem-solving and analytical skills.
• Ability to work in a high-stress environment.
• Detail-oriented and able to work independently.
• Collaborative approach to resolving issues impacting various groups across the enterprise.
• Ability to understand processes (system and non-system), troubleshoot, develop, and recommend solutions.
• Enjoy working in a dynamic environment and be a self-motivated team player.
• Working knowledge of Microsoft Office products, including Word, Excel, PowerPoint, Teams, and Microsoft Project.

Job Conditions

• Both office environment and occasionally manufacturing/factory environment.
• Subject to noise and temperature changes.

Physical Requirements

The physical demands described here are representative of those required of an employee to perform the essential functions of this job successfully. While performing the duties of this job, the employee is regularly required to:

• Remain stationary, operate hands to finger, handle, or feel, reach with hands and arms, and talk or hear.
• The employee is occasionally required to stand and move and/or walk.
• The employee must frequently move and/or transport up to 10 pounds.
• Specific vision abilities required by this job include close vision, distance vision, depth perception, and the ability to adjust focus.

Equal Opportunity Employer

JCB is an equal employment opportunity (EEO) employer in accordance with applicable federal, state, and local laws. JCB complies with applicable state and local laws governing non-discrimination in employment at every location where the company has facilities. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability statute, or any other characteristic protected under federal, state, and local laws. EEO EMPLOYER/VET/DISABLED.

Reasonable Accommodation Statement

JCB complies with federal and state disability laws and makes reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact the JCB Human Resources team at [e-mail].

JCB Inc. is not currently hiring individuals for this position who now or in the future require sponsorship for employment visa status; however, as a global company, JCB offers many job opportunities outside of the U.S., which can be found through our website at https://www.jcb.com/en-gb/about/careers.

Disclaimer: This job description is general in nature and is not designed to contain or to be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to the job.