Uptime Technical Specialist - Access

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.

About your role:

We’re looking to recruit a Technical Support Specialist to join the JCB Uptime team; supporting the complete range of JCB Access product.

The successful candidate will report directly to the Uptime Service Manager and will provide technical support to resolve concerns raised by the dealer network on JCB’s growing range of Access Platforms, in order to provide the Industry’s Finest Customer Support. This candidate should already have a high level of technical knowledge of access platforms, and ideally have a track record in product support. Ideally, the candidate will hold a valid IPAF license.

The role requires candidates with experience of successfully delivering problem solutions within a technical environment with a focus on exceeding service targets and supporting continual service improvements. An Uptime Technical Specialist is required to take ownership of technical cases, following these cases through to completion to ensure machines are back working as quickly as possible. The role will involve working closely with our internally facing technical service teams to ensure customer feedback is delivered to our manufacturing business units to drive continuous product improvement, and that where required engineering support is gained to resolve product concerns.

This is a high-profile role demanding a high level of autonomy, initiative, and the ability to manage your own time effectively. As this is an externally facing role, an Uptime Technical Specialist must remain professional at all times and embody the core values of JCB.

Your Responsibilities as an Uptime Technical Specialist:

The successful candidate will be responsible for delivering JCB Service’s technical assistance to our dealer network. To do this the Uptime Technical Specialist will focus on:

• Ensuring fast and accurate responses to all dealer concerns on the assigned product groups
• Measuring performance reports and KPIs to drive service delivery improvements
• Support the Customer Service Teams to resolve Machine Down cases as quickly as possible
• Engage with field based teams and the dealer network to identify opportunities to prevent cases happening again

About you:

To be successful you will need to have experience and skills including:

• A sense of urgency to deliver fast and accurate responses to dealer concerns
• Experience working within the access industry; particularly electric and diesel scissors, Tele and Articulated Boom.
• Confidence to work both collaboratively and independently
• Excellent verbal and written communication skills with the ability to communicate effectively with technical and non-technical customers at all levels in the organisations
• Exposure to and experience of working with machine schematics (Hydraulic, Electrical, and Software)
• Computer literate – Strong IT skills

Rewards and Benefits

Our achievements – now and in the future – are down to our 14,000-strong worldwide workforce. To say thank you, we give everyone here career development and the chance to progress. We also pay great attention to employees’ health and welfare. You can expect medical insurance and dental care schemes, plus access to our healthy living centre. Naturally, this comes with a competitive salary, company pension and 33 days’ annual leave.

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.

 No closing date? If so, that’s because we often only advertise until we have filled the position. It’s therefore best to submit your application as soon as possible.