Director - Product Support

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

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.

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

The Director of Customer & Product Support is responsible for developing and executing JCB North America’s customer support, parts, and service strategy for Dealer Sales customers. This position provides strategic and operational leadership to ensure customers and dealers receive responsive, consistent, and commercially effective product support throughout the equipment lifecycle. The Director will lead a team of product support professionals, strengthen dealer service capabilities, increase parts and service revenue, improve equipment uptime, and drive measurable improvements in customer satisfaction. This leader will partner closely with JCB dealers, customers, Sales, Parts, Service, Warranty, Training, and other internal stakeholders to identify market opportunities, resolve complex customer concerns, and improve the overall ownership experience. The successful candidate will combine strong technical knowledge of construction equipment with commercial leadership, dealer development, business planning, and customer relationship management.

Position Type

Full Time, Exempt

Location

Texas with 50% travel required.

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

Strategic Leadership

• Develop and execute the customer and product support strategy for JCB North America’s Dealer Sales business.
• Translate organizational objectives into measurable parts, service, customer satisfaction, and dealer performance plans.
• Establish annual and long-range priorities that support revenue growth, profitability, equipment uptime, dealer capability, and customer retention.
• Serve as a senior product support leader and trusted advisor to JCB dealers, key customers, and internal business partners.
• Provide executive leadership with clear reporting on business performance, customer trends, operational risks, and improvement opportunities.

Team Leadership & Development

• Recruit, lead, coach, develop, and retain a high-performing team of product support managers and technicians.
• Establish clear expectations, performance standards, development plans, and accountability across the product support organization.
• Build a culture centered on urgency, technical excellence, collaboration, customer focus, and continuous improvement.
• Evaluate team capacity, geographic coverage, technical capabilities, and training needs to ensure effective support for the dealer network.
• Create succession and talent development plans that strengthen the long-term capabilities of the Product Support organization.

Commercial & Financial Performance

• Own the achievement of quarterly and annual parts and service revenue, profitability, and customer support objectives.
• Identify and execute business development opportunities that increase parts penetration, service activity, customer retention, and lifecycle value.
• Lead forecasting, budgeting, and performance reporting for assigned parts and service activities.
• Use profit and loss statements, return on investment, absorption rates, market penetration, equipment population, and other business metrics to guide decisions.
• Partner with dealers to develop actionable plans that improve service absorption, parts availability, technician productivity, and overall profitability.
• Evaluate commercial programs and customer support initiatives to ensure they deliver measurable business value.

Dealer Development & Performance

• Build strong, trusted relationships with dealer principals, senior leaders, service managers, parts managers, and key customer decision-makers.
• Assess dealer product support capabilities and develop improvement plans addressing staffing, training, tooling, facilities, parts availability, service responsiveness, and customer coverage.
• Establish and monitor dealer performance indicators related to parts, service, warranty, customer satisfaction, and equipment uptime.
• Identify market opportunities and provide dealers with the data, tools, and direction needed to capture additional parts and service business.
• Support the implementation of consistent product support standards across the dealer network.
• Lead business reviews with dealers to evaluate results, identify risks, establish commitments, and monitor corrective actions.

Customer Experience & Equipment Uptime

• Champion a customer-first approach that improves satisfaction, loyalty, and confidence in JCB products and support.
• Increase equipment uptime and availability across the Dealer Sales customer base by improving response times, technical resolution, parts support, and dealer service capability.
• Provide senior-level leadership for complex or escalated technical and customer concerns.
• Identify recurring product, service, and support issues and coordinate cross-functional corrective actions.
• Establish processes for gathering, analyzing, and acting on dealer and customer feedback.
• Ensure customer concerns are addressed with urgency, professionalism, clear communication, and appropriate follow-through.

Product & Technical Support

• Maintain a strong working knowledge of JCB products, applications, systems, and service requirements.
• Ensure field teams and dealers receive the technical information, training, tools, and support required to effectively service JCB equipment.
• Partner with Technical Service, Training, Warranty, Quality, Engineering, Parts, and Product teams to address field issues and improve product performance.
• Analyze field-service data, warranty trends, equipment performance, and customer feedback to identify risks and improvement opportunities.
• Support new product introductions by ensuring dealers and internal teams are prepared to provide effective parts, service, and technical support.

Performance Management & Reporting

• Forecast, track, analyze, and report parts, service, dealer, and customer support performance to senior leadership.
• Establish dashboards and key performance indicators that provide visibility into business performance and areas requiring action.
• Use data to evaluate market coverage, customer penetration, equipment uptime, service responsiveness, dealer capability, and commercial performance.
• Develop corrective action plans when performance falls below expectations and ensure actions are completed.