District Service Manager - West

JCB Customer Support Strategy Leader

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.

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.

Full Time, Exempt

Remote with 70% travel within the assigned territory of California, Nevada, Arizona and New Mexico.

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

• 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

• 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.
• Must pass any drug screens, background checks, and any pre-employment tests, which will be conducted in accordance with applicable law.

• 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

• Strong problem-solving and analytical skills.
• Ability to work in a high-stress environment.
• Detail-oriented and able to work independently.
• Collaborative approach to…