Technical Uptime Specialist

Company Profile

With over 80 years of innovation, JCB is the world’s largest privately owned manufacturer of construction and agricultural equipment. Operating 23 manufacturing facilities across four continents—including the United States, the United Kingdom, India, and Brazil—JCB produces a diverse portfolio of more than 300 products. These include telescopic handlers, backhoe loaders, excavators, wheel loaders, compact excavators, skid steer loaders, compact track loaders, access aerial work platforms, rough terrain forklifts, and tractors. 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.

Position Purpose

Reporting to the North American Service Manager, this position is responsible for providing ongoing technical diagnostic support to customers on JCB product lines and management of the uptime of machine product ranges and fleets.

Position Type: Full Time, Exempt. Location: Onsite in San Antonio, TX.

Benefits

• medical, dental, and vision insurance
• 401(k) retirement plan
• paid time off and paid holidays

Major Tasks, Responsibilities & Key Accountabilities

• Ensure fast and accurate responses to all dealer technical diagnostic concerns; either by way of online, written responses or telephone communication.
• Maintain detailed call logs for all customer enquiries & requests for assistance, including closing details and date.
• Use latest machine monitoring software to monitor fleet health and action accordingly.
• Support customer business by way of documentation of product concerns, liaising with internal quality teams and supporting investigations and ensuring concerns are handled promptly and efficiently.
• Additionally, supporting the creation of communication of solutions to the field using multiple media (for example written service instructions, help videos).
• Key role in New Product Introduction, ensuring market readiness within the Service function. This includes reporting to customers and other relevant parties on new model design as it affects Service.
• Host customers and corporate visits while communicating business strategies and key activities.
• Other duties as assigned

Minimum Qualifications

• Ability to read hydraulic and electrical schematics
• Previous employment as a technician on CE/AG equipment, ideally in a customer facing role.
• Must pass any drug screens, background checks, and any pre-employment tests, which will be conducted in accordance with applicable law.

Preferred Qualifications

• Technical Institute graduate in related field
• 7+ years of technical service or training experience within a related industry

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.

Job Conditions

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

Physical Requirements

The physical demands described here are representative of those required of an employee to perform the essential functions of this job successfully. While performing the duties of this job, the employee is regularly required to: Remain stationary, operate hands to finger, handle, or feel, reach with hands and arms, and talk or hear. The employee is occasionally required to stand and move and/or walk. The employee must 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.