Regional Service Manager UK & Ireland (JLOW-CHYLPH)

An opportunity to join our team has arrived.

JCB is a truly world class, family-owned business. We are proud of our achievements and recognise that future growth and success is shaped by the ambition of the JCB team. If you are looking for a career with a business where people really count, look no further than JCB.

Overview of the role:

We are looking to recruit a Regional Service Manager to develop and support dealers service capability in line with JCB Standards, improving customer satisfaction and expanding the dealer’s aftersales business.

Your Responsibilities as a Regional Service Manager:

• Ensure customers interests are represented and communicated within JCB and work closely with the responsible service team to help reduce customer downtime and increase customer satisfaction.

• Assist in root cause analysis of failures in the field to help improve machine quality and implement effective solutions.

• Train and support the dealer network in JCB Service processes and best practices to ensure business improvements and profitable growth.

• Manage escalated customer concerns to resolution through internal JCB stakeholder management.

• Conduct regular business reviews with the dealers in your region to analyse monthly KPI’s and create detailed action plans to enhance performance in all areas.

• Monitor the execution of the dealer service development business plan each month to ensure progress and achievement in line with JCB Group Standards.

• Conduct strategic customer visits to assess JCB performance to identify areas of success and opportunities for future growth.

• Provide timely reports/minutes on customer visits and Dealer visits.

• Ensure Field Service Improvements are completed within planned timescales through progress tracking and intervention.

• Coordinate dealer technical training plans and identify development areas to strengthen their capability to support JCB products.

• Engage in the New Product Introduction Process to ensure new machines are launched to the market to the required service and quality standards.

About you:

Engineering qualification to HNC/HND or degree level or equivalent is advantageous but not essential.

A firm understanding and experience of operating within the Aftermarket, which may include automotive, commercial vehicle, agricultural or construction sectors.

The ideal candidate for this role will possess the following.

Skills

• Communicate effectively and can engage with individuals at all levels within a Dealership or Customer business.

• Strong influencing skills

• Always demonstrates accountability.

• Promotes high service standards.

• Completer finisher qualities are desirable.

• Collaborative team player, equally comfortable working alone.

• Confident in the use of MS office and willingness to learn bespoke web-based IT systems.

• Analytical skills to identify opportunities across different data sets.

• Organise and manage time and resources to get the most out of each day.

• Hold a UK driving licence.

Knowledge

• Appreciation of how a manufacturer/dealer business works.

• Understand the business-to-business dealer/customer relationship.

• Commercial awareness of how to identify and exploit profitable business opportunities.

Behaviours

• Apply ethical commercial judgement in all communication.

• Flexible mind-set to adapt to changing priorities.

• Courage to offer alternative ways to do business.

• Willing to experiment and learn.

• Resilience to keep going even when challenged by others.

• Strength of character and conviction as a brand ambassador.

• A contagious enthusiasm for everything you do.

What’s in it for you?

To say thank you for your hard work, we will work with you to support your career progression and development. We will also provide a competitive salary, company pension scheme, medical insurance and dental care schemes, access to the company’s healthy living centre and 33 days annual leave.

JCB: Building a Brighter Future

JCB is an equal opportunities employer. We value diversity and welcome applications from candidates from all backgrounds.

Recruitment Agencies: JCB does not accept any speculative approaches to present candidates for advertised vacancies.