Customer & Product Support Director: Elevate Uptime

JCB North America; Texas; On-site; USD 180,000 - 240,000; Full time

Benefits offered by this job

Medical, Dental, Vision

401(k) retirement plan

Paid time off

Paid holidays

Job summary

JCB North America is seeking a Director of Customer & Product Support to lead and execute the customer support, parts, and service strategy for the Dealer Sales channel. The role will drive dealer capability, improve uptime, and elevate customer ownership experience across the equipment lifecycle.

The director will manage a team of product support professionals, collaborate with Sales, Parts, Service, Warranty, Training, and other internal partners, and report on performance and trends to senior

Qualifications

• Lead product support strategy for Dealer Sales customers.
• Translate organizational objectives into measurable service, customer satisfaction, and dealer performance plans.
• Establish annual and long-range priorities to grow revenue, improve uptime, and increase dealer capability.
• Partner with dealers, customers, and internal teams to resolve complex concerns and improve ownership experience.

Responsibilities

• Develop and execute the customer and product support strategy for JCB North America's Dealer Sales business.
• Translate objectives into measurable parts, service quality, customer satisfaction, and dealer performance plans.
• Establish annual and long-range priorities that support revenue growth, profitability, uptime, dealer capability, and retention.
• Lead a team of product support managers and technicians and foster a culture of urgency and collaboration.

Job description

JCB North America is seeking a Director of Customer & Product Support to lead and execute the customer support, parts, and service strategy for the Dealer Sales channel. The role will drive dealer capability, improve uptime, and elevate customer ownership experience across the equipment lifecycle.

The director will manage a team of product support professionals, collaborate with Sales, Parts, Service, Warranty, Training, and other internal partners, and report on performance and trends to senior