60 years and countless innovations later, JCB has grown to become the 3rd largest heavy equipment manufacturer in the world providing a wide range of products across the construction, agricultural, compaction, industrial and waste & recycling industries and our people, JCB people, are at the heart of our business.
We answer to our customers, not a group of shareholders. That freedom allows us to concentrate on developing the latest technologies and incorporating them into our equipment. We focus on what our customer needs on the jobsite a machine that holds up in the toughest environment and increases their productivity.
At JCB, we stand behind our products and our name.
JCB is an equal employment opportunities (EEO) employer in accordance with applicable federal, state and local laws. JCB complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities.
This position is responsible for providing ongoing parts and technical support to JCB Dealer and/or National Account branch locations and Regional personnel in a specified product of responsibility. This position is located in Savannah, GA.
Major Tasks, Responsibilities & Key Accountabilities
Work with District Product Support managers to foster relationships with National Accounts and JCB Dealers.
Identify, quantify and prioritize technical concerns by use of technical reports as they relate to the National Accounts and/or JCB Dealers.
Ensure FSI's are expedited in a timely manner.
Ensure customers submit warranty claims in the required format and on time.
Vetting of warranty claims submitted by customers specific to product supported.
Support customer business and ensure issues and concerns are handled promptly and efficiently.
Communication of the solution and necessary field action to our customers throughout the USA via technical bulletins, product updates, e-mail, and phone.
Report to customers and other relevant parties on new model design as it affects Service.
Liaison with technical publications for availability of service and operator manuals for new product
Introductions to customers, and ensure they are available on Smartequip.
Service audits of JCB product built before dispatch to customers to ensure product quality.
Ensure that customer phone coverage is supported at all times, using colleagues where necessary.
Maintain detailed call logs of all customer enquiries & requests for assistance. This should include closing detail and date.
Additional duties as assigned by the Manager
Previous employment as a technician on CE/AG equipment
Ability to read hydraulic and electrical schematics
Must pass any drug screens, background checks and pre-employment tests as applicable.
Technical Institute graduate in related field
Seven years of technical service or training experience within a related industry
Knowledge, Skills, Abilities & Competencies
Proficiency with Microsoft Word, Excel, Access and PowerPoint
Ability to take direction well, either written or verbal
Effective presentation and written communication skills
Excellent customer service, problem solving and organizational skills
Ability to be detail oriented and multi-task while maintaining a sense of urgency
Willingness to travel as required
Both office environment and occasionally manufacturing/factory environment
Subject to noise and temperature changes
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to:
Sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear.
The employee is occasionally required to stand and walk.
The employee must frequently lift and/or move up to 10 pounds.
Specific vision abilities required by this job include close vision, distance vision, depth perception, and ability to adjust focus.
JCB is an equal employment opportunities (EEO) employer in accordance with applicable federal, state and local laws. JCB complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. EEO EMPLOYER/VET/DISABLED
JCB North America