Customer & Product Retention Specialist

Salary and Contract

Competitive Salary. Full Time. Permanent.

An exciting opportunity has arisen for a Customer & Product Retention Specialist to join the team at JCB World Parts Centre. This role is responsible for supporting JCB's customer retention products, including Machine Care Extended Warranty and Service Contracts, ensuring excellent service is delivered to both dealers and customers. As a key member of the team, you will manage the day‑to‑day administration of Machine Care warranty and service contract products, maintain contract pricing and data within SAP, support invoicing activities and provide analytical insights to support business decision‑making.

You’ll also play an important role in supporting new programme launches and the implementation of tools and processes that enhance the customer experience. This role would suit an organised and customer‑focused individual who enjoys working with systems, data and stakeholders in a fast‑paced environment.

• Managing the day‑to‑day administration of Machine Care Extended Warranty and JCB Service Contract programmes.
• Monitoring and responding to dealer enquiries received through the TCO inbox, ensuring timely and accurate communication.
• Maintaining Extended Warranty pricing within SAP, ensuring data integrity and alignment with current programmes.
• Investigating and resolving pricing, invoicing and contract‑related issues, working with relevant departments where required.
• Supporting the implementation of new Extended Warranty programmes and campaigns within SAP.
• Assisting with the rollout, adoption and ongoing support of the Service Contract Management Tool.
• Managing the software and online systems used to calculate and administer service contracts.
• Processing service contract orders and claims through the Service Contract Management Tool, ensuring compliance and accuracy.
• Producing reports and analysing service contract, warranty and pricing data using Excel and Power BI.
• Supporting invoicing activities and ensuring contract‑related transactions are processed accurately.
• Handling day‑to‑day customer and dealer queries relating to Machine Care, service contracts and warranty products.
• Maintaining accurate records and ensuring data quality across systems.
• Identifying opportunities to improve processes, systems and customer experience.
• Working collaboratively with colleagues across Customer Support, Finance, IT and other business functions.

• Excellent customer service skills and ability to build strong relationships with customers, dealers and colleagues.
• Strong organisational and administrative skills, with the ability to manage multiple priorities effectively.
• Exceptional attention to detail and pride in producing accurate work.
• Confident problem solver who can investigate issues and identify effective solutions.
• Comfortable working with data and able to analyse and interpret information to support decision‑making.
• Strong written and verbal communication skills.
• Proficient in Microsoft Office applications, particularly Excel and Power BI.
• Experience working with SAP or similar business systems.
• Previous experience within pricing, warranty administration or service contract management.
• Familiarity with dealer support, customer service or operational support environments.
• Enjoys working as part of a team and supporting shared business objectives.
• Proactive and enthusiastic about improving processes and systems.

Competitive salary, 33 days’ holiday, company pension scheme, onsite gym, in‑house doctor and dentist, ULEV car scheme, JCB Rewards Hub discounts, Cycle to Work Scheme.

Ordinarily, our Resourcing Team reviews and shortlists CVs. If shortlisted, you’ll speak to one of our Recruiters to discuss the role further. Our interview process usually consists of an initial team interview followed by an in‑person interview. We’ll keep in touch throughout the process but if you have any questions, please get in touch at

We value diversity and welcome applications from candidates from all backgrounds.

JCB does not accept any speculative approaches to present candidates for advertised vacancies.