Technical Uptime Specialist

JCB, Inc.; San Antonio, Northern (TX, KY); Hybrid; USD 65,000 - 85,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Paid Time Off

Paid Holidays

Job summary

JCB, Inc. is seeking an experienced technical service professional to provide ongoing diagnostic support for JCB product lines and to manage uptime across fleets. The role is onsite in San Antonio, TX, reporting to the North American Service Manager.

A strong background in CE/AG equipment, ability to read schematics, and customer-facing experience are required. The position offers competitive benefits, a comprehensive insurance package, a 401(k), and paid time off.

Qualifications

• Ability to read hydraulic and electrical schematics.
• Previous employment as a technician on CE/AG equipment, ideally in a customer facing role.
• Must pass drug screens, background checks, and pre-employment tests.

Responsibilities

• Respond to dealer technical diagnostic concerns with fast, accurate responses.
• Maintain detailed call logs for all customer enquiries and requests.
• Use machine monitoring software to monitor fleet health and take action.
• Document product concerns and liaise with internal quality teams; contribute solutions via service instructions or videos.
• Support New Product Introductions and market readiness within Service.

Skills

Hydraulic schematics

Electrical schematics

Problem solving

Customer-facing

MS Office

Team collaboration

Detail oriented

Machine monitoring

Education

Tech institute grad

Tools

Machine monitoring software

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

Reporting to the North American Service Manager, this position is responsible for providing ongoing technical diagnostic support to customers on JCB product lines and management of the uptime of machine product ranges and fleets.

Position Type

Full Time, Exempt

Location

Onsite in San Antonio, TX

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

• Ensure fast and accurate responses to all dealer technical diagnostic concerns; either by way of online, written responses or telephone communication.
• Maintain detailed call logs for all customer enquiries & requests for assistance, including closing details and date.
• Use latest machine monitoring software to monitor fleet health and action accordingly.
• Support customer business by way of documentation of product concerns, liaising with internal quality teams and supporting investigations and ensuring concerns are handled promptly and efficiently. Additionally, supporting the creation of communication of solutions to the field using multiple media (for example written service instructions, help videos).
• Key role in New Product Introduction, ensuring market readiness within the Service function. This includes reporting to customers and other relevant parties on new model design as it affects Service.
• Host customers and corporate visits while communicating business strategies and key activities.
• Other duties as assigned

Minimum Qualifications

• Ability to read hydraulic and electrical schematics
• Previous employment as a technician on CE/AG equipment, ideally in a customer facing role.
• Must pass any drug screens, background checks, and any pre-employment tests, which will be conducted in accordance with applicable law.

Preferred Qualifications

• Technical Institute graduate in related field
• 7+ years of technical service or training experience within a related industry

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.