Access Service Manager

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.

This role is an opportunity to lead the delivery of JCB’s support strategy for our Aerial Work Platforms, delighting our customers by developing and delivering a program of training, maintenance, diagnostics and parts support to ensure high levels of rental ready fleet availability.

Full time, Exempt

This role is field based with regular travel to customers, dealers and suppliers (70%) across North America.

• Medical, dental, and vision insurance
• 401 (k) retirement plan
• Paid time off
• Paid holidays

• Develop industry leading technical product training content for JCB’s ariel work platform product range.
• Deliver technical training to customers on JCB’s ariel work platform product range.
• Support dealers and customers with technical diagnostics, maintenance and repair plans.
• Act as a point of technical escalation for other JCB support staff.
• Build strong relationships with assigned customers, maximize customer fleet uptime by ensuring technical support, parts supply and resources are best in class.
• Visit customers’ locations on a regular basis covering:
  Fleet uptime, proactive campaigns, technical training, warranty, parts procurement and telematics.
• Work closely with customers maintenance and fleet teams to maintain high levels of JCB AWP fleet availability.
• Take ownership of any aging customer or dealer repair, create a repair plan and ensure the unit is returned to service ASAP.
• Lead weekly calls with assigned customers key contacts and ensure JCB commitments are delivered.
• Ensure all weekly and monthly field reports are properly and in a timely manner completed and distributed.
• Ensure customers are updated on all product changes and developments and field service action required.
• Ensure our customers are trained and functional with JCB product support systems and tools
• Other duties as assigned

• 5 + years’ technical experience with Access equipment required.
• Must be able to travel extensively (70%).
• Detailed understanding of the equipment rental industry and dealership business model required.
• 7 + years of technical service/training experience within a related industry is preferred.
• Bachelor’s degree in engineering or related field is preferred.
• Must pass any drug screens, background checks, and any pre-employment tests, which will be conducted in accordance with applicable law.

• 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.

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