District Service Manager - West

Position Purpose

This role is an opportunity to lead the delivery of JCB’s customer support strategy in the West region, delighting our customers by developing a strong and capable dealer support network. This role is remote with regular travel to customers, dealers and suppliers (70%) across the territory of CA, NV, AZ, and NM.

About the Role

At the heart of JCB’s success are its people. As a family-owned business, we are accountable to our customers—not shareholders—which gives us the flexibility to focus on long-term innovation and delivering real value. This independence allows us to continuously develop advanced technologies and integrate them into equipment designed to perform in the toughest environments while maximizing customer productivity. At JCB, we stand behind our products—and our name—with pride and commitment to quality.

Responsibilities

• Develop dealer support to levels that meet or exceed JCB Dealer established metrics.
• Ensure dealer and customer queries and complaints are handled promptly and efficiently.
• Ensure all weekly and monthly field reports are properly and distributed in a timely manner.
• Ensure dealers are able to offer adequate product support for new product introductions.
• Ensure dealers are updated on all product changes and developments and FSl's completed.
• Identify, evaluate, and propose new dealers in conjunction with commercial counterparts.
• Identify dealer service training courses on all JCB products are required.
• Conduct technical service training courses on all JCB products as required.
• Conduct formal quarterly Dealer business plan reviews in conjunction with commercial counterparts.
• Assist dealers with warranty policy training, implementation, and administration.
• Administer New Policy Introduction Plans across all dealers.
• Support National account and strategic account business as required.
• Assist dealers with sales and marketing parts.
• Ensure dealer personnel are trained and functional with JCB product support systems and tools.
• Develop new dealers and position for future growth opportunities.
• Increase product support connectivity and consistent representation in the marketplace.
• Other duties as assigned.

Qualifications

• Bachelor's Degree preferred.
• 5 + years technical service experience with construction equipment.
• 7 + years of technical service/training experience within a related industry is preferred.
• Must be able to travel extensively (70%).
• Detailed understanding of a dealership business model.

Preferred Qualifications

• Proficient in Microsoft Office software.
• Comfortable in an in-person office environment.
• Technical competence is a plus.
• Must be customer service oriented, flexible, and have a high energy level.
• Must have excellent follow-through skills.
• Must have a professional, polished, and sophisticated demeanor and be comfortable in most social settings.
• Must be open to domestic and international travel.
• Desire and proven ability to learn and grow.

Knowledge, Skills, Abilities & Competencies

• Strong problem-solving and analytical skills.
• Ability to work in a high-stress environment.
• Detail-oriented and able to work independently.
• Collaborative approach to resolving issues impacting various groups across the enterprise.
• Ability to understand processes (system and non-system), troubleshoot, develop, and recommend solutions.
• Enjoy working in a dynamic environment and be a self-motivated team player.
• Working knowledge of Microsoft Office products, including Word, Excel, PowerPoint, Teams, and Microsoft Project.

Benefits And Other Compensation

JCB offers a comprehensive benefits package, including medical, dental, and vision insurance; 401 (k) retirement plan; paid time off and paid holidays.

Job Conditions

• Both office environment and occasionally manufacturing/factory environment.
• Subject to noise and temperature changes.

Physical Requirements

• Remain stationary, operate hands to finger, handle, or feel, reach with hands and arms, and talk or hear.
• Occasionally required to stand and move and/or walk.
• Frequently move and/or transport up to 10 pounds.
• Specific vision abilities required by this job include close vision, distance vision, depth perception, and the ability to adjust focus.

Equal Opportunity Employer

JCB is an equal employment opportunity (EEO) employer in accordance with applicable federal, state, and local laws. JCB complies with applicable state and local laws governing non-discrimination in employment at every location where the company has facilities. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability statute, or any other characteristic protected under federal, state, and local laws.

Reasonable Accommodation Statement

JCB complies with federal and state disability laws and makes reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact the JCB Human Resources team at hrsupport@jcb.com.