Product Support Manager

The Opportunity – Product Support Manager

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About the role:

We’re looking for an enthusiastic and technically minded Product Support Manager to join our team at the JCB World Parts Centre. In this role, you will be at the heart of driving product quality, customer satisfaction and continuous improvement across our parts operation. You’ll act as a key link between our customers, engineering teams, and wider business functions—ensuring that our products consistently meet the high standards expected of the JCB brand. This is an exciting opportunity for someone with strong analytical ability, technical expertise, and a passion for delivering true customer delight.

What does this role involve day to day?

• Working closely with engineering, purchasing and quality teams to resolve potentially complex technical issues.
• Preparing and analysing failure and warranty information to measure product quality and reliability.
• Ensuring new products are introduced to market to the required customer service and quality standards using the JCB New Product Introduction Process (NPIP).
• Providing customer input into the new product development process.
• Conducting machine appraisals on new products throughout the NPIP process.
• Conducting machine quality audits on new products ahead of launch.
• Planning, writing, and delivering technical product updates to JCB subsidiary and dealer staff.
• Leading and contributing to departmental improvement projects—enhancing tools, processes and applying best‑in‑class technologies for better efficiency and outcomes.

This will be suited to you if…

• You hold an engineering qualification (HNC/HND/degree or equivalent), or you have significant relevant experience with strong technical ability and the right attitude.
• You have a solid understanding of data analysis and can draw meaningful insights to guide decisions.
• You bring excellent problem‑solving skills with a strong focus on identifying root cause.
• You possess strong communication skills that enable successful engagement at all levels, both within and outside the organisation.
• You’re able to work from your own initiative as well as being a proactive member of an energetic, passionate team.
• You can multitask effectively, prioritise well and manage your time efficiently.
• You demonstrate a sense of urgency, a positive attitude and a commitment to delivering exceptional customer satisfaction.
• You have prior knowledge of JCB products (desirable but not essential).

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 team’s 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 and dentist. 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.