An opportunity to join our team has arrived.
JCB is a world class, family owned business and proud of our achievements. We clearly recognise that our future growth and success is shaped by the ambition of the JCB team. If you are looking for a long-term career with a Global Brand and be a part of a team and make a difference, look no further than JCB.
Overview of the role:
We are looking to recruit an Uptime & Technical Support Manager to lead our dealer facing Global Uptime Centres in the UK and ROW. The role will see you leading both the customer service and technical support teams to deliver the Industry’s Finest Customer Experience. Our Uptime Teams has the knowledge and expertise required to resolve aftermarket parts and technical enquiries raised by the global dealer network. This is a high-profile role demanding a high level of autonomy, initiative, and most fundamentally a sense of urgency.
The role requires candidates with experience of successfully leading large scale support operations, preferably in a technical environment, with a focus on exceeding targets and supporting continual service improvements. As a customer and dealer facing role, you should be confident in your presentation and proud of the JCB products and brand. Beyond personal leadership qualities and the ability to work collaboratively with cross functional teams, the role requires the ability to support and develop our dealer support systems, so a strong understanding of IT systems and their development would be advantageous.
Your Responsibilities as an Uptime & Technical Support Manager
Reporting directly to the JCB Group Service Director, your mission will be to develop and deliver the Industry’s Finest Customer Experience through our dealer network. To do this you will focus on:
* Strategic Team Development: Cultivate a customer focussed environment obsessed with urgency, empowering customer service and technical support teams to proactively address concerns, reducing support requests.
* Performance Management: Take charge of performance metrics and KPIs to drive improvements in service delivery, fostering a culture of continual improvement and minimizing the need for reactive support.
* Innovate for efficiency: Champion innovative and efficient processes, actively seeking opportunities to reduce support requests and elevate first-time fix rates, creating a dynamic and forward-thinking atmosphere.
* Collaborate for Operational Excellence: Collaborate with operational teams (Quality, Purchasing, Planning, Engineering) and the dealer network to identify and eliminate root causes, reducing case volume and fostering a ‘No Case Twice’ mentality.
* Escalation Prevention: Proactively manage and close out potential escalations before they arise, addressing challenges at their root, contributing to a positive and solution-oriented environment.
* System Evolution: Administer and develop JCB’s proprietary case management system, ensuring it evolves with a focus on reducing support requests and streamlining those that are created.
* Prepare for New Product Introductions: Ensure JCB Service’s technical support is prepared for all New Product Introductions with advanced product training and comprehensive dealer helpfiles, reducing potential challenges and promoting proactive preparedness.
About you:
To thrive in this dynamic role, you'll bring:
* Leadership Experience: Proven success in leading large-scale support operations, preferably in a technical environment, with a focus on exceeding targets and supporting continual service improvements. Experience in warehouse operations, logistics, and parts supply would be an advantage.
* Confident in Customer and Dealer Interactions: As a customer and dealer-facing role, confidence in your presentation and pride in the JCB products and brand are essential, promoting an environment where diversity is celebrated.
* Data Driven Decision Maker: Proven experience in managing and developing a team using KPIs, ensuring a results-driven approach. You’ll have experience of service desk case management systems and developing clear performance and reporting packs through associated analytics tools.
* Strategic Mindset: Beyond personal leadership qualities, you'll be a strategic thinker with the ability to inspire and lead teams effectively, promoting a collaborative and supportive culture.
* IT Systems Understanding: A strong understanding of IT systems and their development would be advantageous to support and enhance our dealer support systems, promoting a future driven by technology.
Join JCB in shaping the future of customer experience and support. Your leadership will be instrumental in delivering excellence through our global dealer network. Apply now and contribute to JCB's mission of providing the Industry’s Finest Customer Experience!
Rewards you deserve:
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.
JCB: Building a Brighter Future
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.
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