Director - Product Support

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

The Director of Customer & Product Support is responsible for developing and executing JCB North America’s customer support, parts, and service strategy for Dealer Sales customers. This position provides strategic and operational leadership to ensure customers and dealers receive responsive, consistent, and commercially effective product support throughout the equipment lifecycle.

The Director will lead a team of product support professionals, strengthen dealer service capabilities, increase parts and service revenue, improve equipment uptime, and drive measurable improvements in customer satisfaction. This leader will partner closely with JCB dealers, customers, Sales, Parts, Service, Warranty, Training, and other internal stakeholders to identify market opportunities, resolve complex customer concerns, and improve the overall ownership experience.

The successful candidate will combine strong technical knowledge of construction equipment with commercial leadership, dealer development, business planning, and customer relationship management.

Position Type

Full Time, Exempt

Location

Texas with 50% travel required.

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.

Application Process

Applications will be accepted through Careers | JCB Careers | JCB Jobs | JCB or via LinkedIn. The anticipated application window will close on October 30, 2026. 

Major Tasks, Responsibilities & Key Accountabilities

Strategic Leadership

• Develop and execute the customer and product support strategy for JCB North America’s Dealer Sales business.
• Translate organizational objectives into measurable parts, service, customer satisfaction, and dealer performance plans.
• Establish annual and long-range priorities that support revenue growth, profitability, equipment uptime, dealer capability, and customer retention.
• Serve as a senior product support leader and trusted advisor to JCB dealers, key customers, and internal business partners.
• Provide executive leadership with clear reporting on business performance, customer trends, operational risks, and improvement opportunities.

Team Leadership & Development

• Recruit, lead, coach, develop, and retain a high-performing team of product support managers and technicians.
• Establish clear expectations, performance standards, development plans, and accountability across the product support organization.
• Build a culture centered on urgency, technical excellence, collaboration, customer focus, and continuous improvement.
• Evaluate team capacity, geographic coverage, technical capabilities, and training needs to ensure effective support for the dealer network.
• Create succession and talent development plans that strengthen the long-term capabilities of the Product Support organization.

Commercial & Financial Performance

• Own the achievement of quarterly and annual parts and service revenue, profitability, and customer support objectives.
• Identify and execute business development opportunities that increase parts penetration, service activity, customer retention, and lifecycle value.
• Lead forecasting, budgeting, and performance reporting for assigned parts and service activities.
• Use profit and loss statements, return on investment, absorption rates, market penetration, equipment population, and other business metrics to guide decisions.
• Partner with dealers to develop actionable plans that improve service absorption, parts availability, technician productivity, and overall profitability.
• Evaluate commercial programs and customer support initiatives to ensure they deliver measurable business value.

Dealer Development & Performance

• Build strong, trusted relationships with dealer principals, senior leaders, service managers, parts managers, and key customer decision-makers.
• Assess dealer product support capabilities and develop improvement plans addressing staffing, training, tooling, facilities, parts availability, service responsiveness, and customer coverage.
• Establish and monitor dealer performance indicators related to parts, service, warranty, customer satisfaction, and equipment uptime.
• Identify market opportunities and provide dealers with the data, tools, and direction needed to capture additional parts and service business.
• Support the implementation of consistent product support standards across the dealer network.
• Lead business reviews with dealers to evaluate results, identify risks, establish commitments, and monitor corrective actions.

Customer Experience & Equipment Uptime

• Champion a customer-first approach that improves satisfaction, loyalty, and confidence in JCB products and support.
• Increase equipment uptime and availability across the Dealer Sales customer base by improving response times, technical resolution, parts support, and dealer service capability.
• Provide senior-level leadership for complex or escalated technical and customer concerns.
• Identify recurring product, service, and support issues and coordinate cross-functional corrective actions.
• Establish processes for gathering, analyzing, and acting on dealer and customer feedback.
• Ensure customer concerns are addressed with urgency, professionalism, clear communication, and appropriate follow-through.

Product & Technical Support

• Maintain a strong working knowledge of JCB products, applications, systems, and service requirements.
• Ensure field teams and dealers receive the technical information, training, tools, and support required to effectively service JCB equipment.
• Partner with Technical Service, Training, Warranty, Quality, Engineering, Parts, and Product teams to address field issues and improve product performance.
• Analyze field-service data, warranty trends, equipment performance, and customer feedback to identify risks and improvement opportunities.
• Support new product introductions by ensuring dealers and internal teams are prepared to provide effective parts, service, and technical support.

Performance Management & Reporting

• Forecast, track, analyze, and report parts, service, dealer, and customer support performance to senior leadership.
• Establish dashboards and key performance indicators that provide visibility into business performance and areas requiring action.
• Use data to evaluate market coverage, customer penetration, equipment uptime, service responsiveness, dealer capability, and commercial performance.
• Develop corrective action plans when performance falls below expectations and ensure actions are completed.
• Maintain accurate, timely, and actionable reporting for leadership and key business stakeholders.
• Other duties as assigned

Key Performance Indicators

• Parts and service revenue growth
• Parts and service profitability
• Dealer service absorption
• Customer satisfaction and retention
• Equipment uptime and availability
• Dealer parts and service penetration
• Technician productivity and capability
• Dealer training and certification participation
• Resolution time for escalated customer and technical concerns
• Forecast accuracy
• Warranty and repeat-repair trends
• Team engagement, development, and retention
• Completion and effectiveness of dealer performance improvement plans

Minimum Qualifications

• Ability and willingness to travel up to 50 percent.
• Bachelor’s degree in business, engineering, construction equipment technology, operations, or a related field preferred.

• A minimum of eight years of progressive technical service or product support experience within the construction equipment, heavy equipment, agricultural equipment, material handling, commercial vehicle, or related industry.
• A minimum of five years of leadership experience in parts, service, product support, dealer development, or customer support.
• Demonstrated experience leading teams and managing performance across multiple locations or a broad geographic territory.
• Experience managing parts and service business performance, including revenue, profitability, forecasting, and operational metrics.
• Experience working with an independent dealer network or distribution-based business model strongly preferred.
• An equivalent combination of education, technical expertise, leadership experience, and industry knowledge may be considered.
• Must pass any drug screens, background checks, and any pre-employment tests, which will be conducted in accordance with applicable law.

Knowledge, Skills, Abilities & Competencies

• Demonstrated success developing and executing customer and product support strategies.
• Strong commercial understanding of parts, service, warranty, dealer operations, and equipment lifecycle support.
• Proven ability to achieve revenue, profitability, customer satisfaction, and operational performance targets.
• Strong working knowledge of profit and loss management, return on investment, absorption rates, forecasting, budgeting, and business performance metrics.
• Demonstrated ability to identify business development opportunities and convert them into measurable results.
• Strong leadership skills with the ability to set direction, establish accountability, and motivate teams.
• Ability to influence dealer owners, senior leaders, customers, and cross-functional stakeholders without relying solely on direct authority.
• Strong analytical and problem-solving skills, including the ability to interpret performance data and develop effective action plans.
• Excellent written, verbal, presentation, negotiation, and active-listening skills.
• Ability to manage complex customer situations with sound judgment, professionalism, urgency, and diplomacy.
• Strong relationship-building skills with a high degree of integrity, credibility, and trust.
• Working knowledge of construction equipment applications, diagnostics, service operations, parts distribution, and dealer support.
• Ability to balance strategic planning with hands-on operational leadership.
• Demonstrated commitment to customer experience, continuous improvement, and operational excellence.
• Proficiency with Microsoft Office applications and enterprise business systems such as SAP, CRM platforms, dealer management systems, and reporting tools.

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.

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.

EEO EMPLOYER/VET/DISABLED.

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 [email protected].

JCB Inc. is not currently hiring individuals for this position who now or in the future require sponsorship for employment visa status; however, as a global company, JCB offers many job opportunities outside of the U.S., which can be found through our website at https://www.jcb.com/en-gb/about/careers.

Disclaimer: This job description is general in nature and is not designed to contain or to be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to the job.