Director, Dealer Support & Equipment Uptime

Jc; Texas; On-site; USD 150,000 - 190,000; Full time

Benefits offered by this job

Medical, dental, vision insurance

401(k) retirement plan

Paid time off and holidays

Job summary

JCB North America is seeking a Director of Customer & Product Support to lead the customer support, parts, and service strategy for Dealer Sales. The role partners with dealers, customers, and internal teams to drive uptime, revenue, and high satisfaction across the equipment lifecycle.

The Director will manage a team of product support professionals, set strategic priorities, and deliver measurable improvements in service delivery and profitability. Texas-based with extensive travel.

Qualifications

• Minimum eight years of progressive technical service or product support experience in related equipment sectors.
• Five years of leadership experience in parts, service, product support, or dealer development.
• Experience leading teams across multiple locations or broad geographic territory.
• Experience managing parts and service business performance including revenue, profitability, forecasting, and operational metrics.
• Experience with an independent dealer network preferred.

Responsibilities

• Develop and execute the customer and product support strategy for JCB North America’s Dealer Sales business.
• Lead a team of product support managers and technicians to deliver responsive, high‑quality support.
• Forecast, budget, and report on parts, service, and dealer performance to senior leadership.
• Strengthen dealer service capabilities and improve equipment uptime and customer satisfaction.
• Collaborate with dealers and internal stakeholders to identify market opportunities and drive cross-functional improvements.

Skills

Leadership experience

Forecasting & budgeting

Customer focus

Strong communication

Team development

Education

Bachelor’s degree (related field)

Tools

SAP

CRM platforms

Dealer management systems

Job description

JCB North America is seeking a Director of Customer & Product Support to lead the customer support, parts, and service strategy for Dealer Sales. The role partners with dealers, customers, and internal teams to drive uptime, revenue, and high satisfaction across the equipment lifecycle.

The Director will manage a team of product support professionals, set strategic priorities, and deliver measurable improvements in service delivery and profitability. Texas-based with extensive travel.