Technical Product Support Specialist

The Opportunity - Technical Product Support Specialist

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About the role:

A unique opportunity has arisen for a Technical Specialist to join our Uptime Team and help provide JCB’s global dealer network with the industry’s finest customer experience.

As a Technical Product Support Specialist, you will be the main point of contact for external enquiries to support in the troubleshooting of machine technical concerns.  The role also ensures that customer feedback on emerging product concerns are documented and reported to our factory teams to drive continuous product improvement. You will also work proactively, being responsible for ensuring JCB’s technical literature is up to date and accurate as well as ready for any new product launches.  You will play a key part in the launch of new JCB products by approving the suitability of diagnostic tools and technical literature, compiling diagnostic help information, and providing initial feedback on emerging technical 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 always remain professional and embody the core values of JCB.

What does this role involve day to day?

· Primarily to work with dealers and customers to resolve technical concerns on JCB machines

· Working with dealer technicians, uptime service colleagues, engineering functions, factory quality and sales teams, you will identify emerging service concerns affecting JCB customers and strive to resolve to full closure

· Support the Customer Service team to resolve Machine Down cases as quickly as possible

· Engage with field-based teams and the dealer network to identify opportunities to prevent cases reoccurring – a No Case Twice mentality

· Deliver Uptime New Product Introduction (NPI) requirements for the assigned products

· Make parts stocking recommendations to ensure parts availability, enabling customer uptime

This will be suited to you if

· You have experience working with machinery that forms part of JCB’s wide range of products; experience of tracked excavators would be preferred, with the added benefit of familiarity with other compact machinery.

· You will have a strong sense of urgency and tenacity to get things done

· You are a real problem owner who strives to resolve challenges full circle

· You have excellent verbal and written communication skills with the ability to communicate effectively with technical and non-technical individuals at all levels, both internal and external to the organisation.

· You have exposure to and experience of working with machine Hydraulic and electrical schematics

What happens next?

Ordinarily, our Resourcing Team reviews and shortlists CVs. If shortlisted, you’ll speak to one of our Recruiters to discuss the role further. Our interview process usually consists of an initial teams interview followed by an in-person interview. We’ll keep in touch throughout the process but if you have any questions, please get in touch at recruitment@jcb.com 

What’s in it for you?

This is your chance to join a company that values expertise not only in rewards but also in real employee care. At JCB you don’t just get a competitive salary, 33 days’ holiday and access to our company pension—you can also use our onsite gym, in-house doctor, dentist and visiting optician. We have an ULEV car scheme available for our employees too. Then there’s the JCB Rewards Hub, which gives you discounts with high street retailers. Feel like biking to work? There’s our Cycle to Work Scheme.

We value diversity and welcome applications from candidates from all backgrounds.

We’re committed to ensuring our recruitment process is fair and inclusive. If you face any accessibility challenges with your online application and require additional support, you have the option of speaking to a member of our Recruitment Team who can support you to complete an application in an alternative format. If you would benefit from this support, please email recruitment@jcb.com, and a member of the team will be in touch.

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