Product Support Specialist – Commercial Operations & GMA

The Opportunity – Product Support Specialist – Commercial Operations & GMA

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About the role:

We're looking for a Product Support Specialist who'll be responsible for supporting the commercial success and operational delivery of the LiveLink portfolio.  The role is pivotal in driving LiveLink revenue through accurate weekly and monthly billing, renewal activation, forecasting, financial analytics and commercial account management.

Working closely with Finance, Business Development, Product Management, SAP, Global Major Accounts (GMAs) and Customer Support teams, you'll provide actionable business insights, support strategic decision-making and ensure a high level of service for dealers, customers and GMAs.  The role will also act as a key support function for GMAs, managing tickets and requests, supporting account reviews, and working with internal teams to ensure the timely and effective resolution of commercial and product-related issues.

You'll be commercially minded, highly analytical and capable of balancing detailed financial processes with customer-focused support activities.

What does this role involve day to day?

Commercial Operations & Revenue Management

• Manage weekly and monthly LiveLink billing processes. 

• Drive monthly renewal activations and subscription management.

• Identify and recover revenue opportunities through contract and billing reconciliation. 

• Produce revenue forecasts, budget inputs, and financial performance reports. 

• Support pricing reviews and commercial initiatives. 

• Work with Finance and SAP teams to improve billing accuracy and automation. 

Global Major Account Support

• Support Global Major Accounts with commercial, operational, and reporting requirements.

• Develop tailored proposals and recommendations.

• Provide account performance analysis and identify growth opportunities.

• Support account renewals and customer retention activities.

Product & Commercial Support

• Manage commercial and GMA support tickets.

• Coordinate issue resolution with Product and Development teams.

• Maintain accurate records and reporting of support activities.

Reporting & Continuous Improvement

• Produce KPI dashboards, financial reports, and business insights. 

• Analyse revenue, billing, renewal, and customer trends to support decision-making. 

• Support business cases and strategic initiatives through data-driven analysis. 

• Identify and implement process improvements to enhance efficiency and customer experience.

This will be suited to you if…

• You have experience in commercial operations, product support, finance, or business analysis.

• You have strong analytical and financial acumen.

• You have experience with billing, forecasting, reconciliation, and reporting. 

• You have excellent Excel, communication, and stakeholder management skills.

• You have the ability to manage multiple priorities and work independently.

• You have experience with SAP, Jira, or telematics solutions is advantageous.

What happens next?

We'll carefully review your application and, if you're shortlisted, our Resourcing team will arrange a call to discuss the opportunity in more detail. From there, you'll usually take part in a Teams interview, followed by an in-person meeting with the team. We'll keep in touch throughout the process, so you'll always know where you stand.

What's in it for you?

When you join JCB, you'll enjoy a great package designed to reward, support and help you make the most of every day:

• 33 days' holiday (including most bank holidays)

• Market leading company pension scheme through Royal London

• Access to an in-house doctor, dentist, and an award-winning Occupational Health team

• Onsite gym to help you stay active

• ULEV car scheme

• Bupa Private Medical Health Scheme 

• Exclusive discounts through the JCB Rewards Hub

• Cycle to Work scheme

A business that genuinely invests in its people

And that's just the start. At JCB, you'll be part of a world-class team where your contribution is valued, your wellbeing matters, and your career can thrive.

Need support during the recruitment process? 

Our goal is simple: to give every candidate the opportunity to perform at their best

We welcome applications from people of all backgrounds and are committed to an inclusive recruitment process. If you need any reasonable adjustments during the application or interview process, please contact recruitment@jcb.com and we'll be happy to support you.

Our Resourcing Team manage all recruitment partnerships. We ask that agencies do not submit unsolicited CVs. Any candidate details received without prior engagement and agreement from our Resourcing Team will not be eligible for agency fees.