Service Manager

The Opportunity- Service Manager

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About the role:

As the Service Manager at JCB World Parts Centre, you will lead a team of Technical Specialists responsible for supporting JCB Dealers in delivering exceptional service, machine uptime and customer satisfaction. You’ll ensure the Dealer network has the technical capability, tools and knowledge needed to diagnose and repair machines independently, while driving continuous improvement in service standards across your product scope. Facing internally, you’ll also represent the ‘voice of the customer’ in pursuit of product improvements. This is a key leadership role within the Aftersales function, requiring strong technical grounding, excellent people management skills and the ability to influence service performance across a global network. You’ll act as a brand ambassador for JCB, representing the Service function at New Product Introduction business reviews and ensuring that serviceability and quality is built into new products from the outset.

What does this role involve day to day?

·       Leading, coaching and developing a cross-functional team to deliver high‑quality dealer support and service performance.

·       Ensuring JCB Dealers have the technical knowledge required to diagnose and repair machines independently.

·       Defining and validating the features, capability and usability of diagnostic tools and other service equipment.

·       Providing technical expertise to support Dealers with complex machine diagnostics and repairs beyond published content on current and legacy machines.

·       Engage with our field service and training teams to identify opportunities to reduce case volume, prevent cases re-occurring and enhance the customer experience - a No Case Twice mentality.

·       Reviewing and validating warranty claims submitted through the Dealer network.

·       Using data analysis to identify product failure patterns and driving prioritised product improvements from a sound business case

·       Managing escalated product related customer issues, engaging with Quality, Engineering and Operational teams at our global manufacturing plants, ensuring timely resolutions and effective field communications.

·       By having input on early design concepts, influence new products by defining serviceability requirements, features and characteristics that maximise uptime.

·       Monitoring team performance against Objectives and KPIs, ensuring targets are achieved and standards maintained.

·       Representing the Service function, and wider Aftersales team, at New Product Introduction meetings and reviews for relevant product lines.

·       Supporting the development of customer support solutions and operational improvements across the Dealer network and direct customer channels.

This will be suited to you if…

·       You have strong experience within Aftersales operations (Service and Parts), ideally in the construction, agricultural or automotive sectors.

·       You bring a technical background and understand machine diagnostics, tooling and service processes.

·       You have proven experience managing teams within an OEM or Dealer environment, with a track record of improving service standards.

·       You are an excellent communicator who can build relationships and influence at all organisational levels.

·       You have strong analytical skills and can use Microsoft Office tools to present insights, reports and performance dashboards.

·       You have experience using digital tools to standardise reporting, communicate priorities and support service delivery (advantageous).

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

·       You are results‑driven, solution‑focused and adaptable to changing priorities.

·       You demonstrate professionalism, resilience and confidence when representing the brand.

·       You work collaboratively, think strategically and are committed to enhancing customer experience and machine uptime.

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.