Product Support Specialist

The Opportunity - Product Support Specialist

About the role

An exciting opportunity has arisen within JCB Service for a Product Support Specialist. You'll be part of a dynamic team focused on driving quality and reliability improvements across JCB's range of Compact Excavators.

This is an excellent opportunity for someone with a passion for quality, problem-solving and continuous improvement to make a tangible impact on a flagship JCB product range. You will have the opportunity to engage with dealers, customers and internal stakeholders, using insight and data to drive product enhancements and support JCB's commitment to delivering industry-leading quality and reliability. 

If you thrive in a collaborative environment, enjoy investigating technical challenges and are motivated by improving products and customer outcomes, this role offers a fantastic platform to develop your career within a global manufacturing organisation. 

What does this role involve day to day?

•Collaborating with Engineering, Purchasing and Quality teams to resolve complex technical issues. 

•Preparing and analysing failure and warranty data to assess product quality and reliability. 

•Ensuring new products meet customer service and quality standards through the JCB New Product Introduction Process (NPIP). 

•Providing customer and dealer feedback into the new product development process. 

•Conducting machine appraisals and quality audits during the NPIP process. 

•Delivering technical product updates and support to JCB subsidiaries and dealer staff. 

•Leading and participating in continuous improvement projects to enhance products, processes and customer support activities. 

•Supporting dealers and customers with technical investigations and product-related queries.

This will be suited to you if:

•You hold an engineering qualification (HNC/HND or degree level) or have equivalent experience and technical ability.

•You have strong analytical and problem-solving skills, particularly in root cause identification and issue resolution. 

•You're a confident communicator who can build effective relationships with customers, dealers and internal stakeholders. 

•You're self-motivated, organised and comfortable working across multiple priorities. 

•You enjoy investigating technical issues and developing practical solutions.

•You're flexible and willing to travel when required to support customers, dealers and manufacturing sites. 

•You bring a sense of urgency and a positive, customer-focused attitude to everything you do. 

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 a 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.