Technical Uptime Specialist

Company Profile

80 years and countless innovations later, JCB is the world’s largest privately-owned manufacturer of construction and agricultural equipment. At 22 plants spanning four continents—and countries including the United States, the United Kingdom, India and Brazil—JCB manufactures a range of more than 300 products including Loadall telescopic handlers, backhoe loaders, excavators, wheel loaders, compact excavators, skid steer loaders, compact track loaders, Access aerial work platforms, rough terrain forklifts, and Fastrac tractors.

JCB people are at the heart of our business and as a family-owned business we answer to our customers, not a group of shareholders. That freedom allows us to concentrate on developing the latest technologies and incorporating them into our equipment. We focus on what our customer needs on the jobsite – a machine that holds up in the toughest environment and increases their productivity.

At JCB, we stand behind our products – and our name.

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, manages the uptime of machine fleets, as well as hosting customer and corporate visits. This position is located in Savannah, GA.

Major Tasks, Responsibilities & Key Accountabilities

• Ensure fast and accurate responses to all dealer technical diagnostic concerns
• Use latest machine monitoring software to monitor fleet health and action accordingly
• Host customers and corporate visits while communicating business strategy and key activities
• Support customer business and ensure issues and concerns are handled promptly and efficiently
• Document product concerns and provide to quality teams for investigation
• Communication of solutions to the field using multiple media
• Report to customers and other relevant parties on new model design as it affects Service
• Ensure that customer phone coverage is always supported, using colleagues where necessary
• Maintain detailed call logs of all customer enquiries & requests for assistance, including closing detail and date
• Additional duties as assigned by the Manager

Minimum Qualifications

• Ability to read hydraulic and electrical schematics 
• Previous employment as a technician on CE/AG equipment
• Must pass any drug screens, background checks and pre-employment tests as applicable

Preferred Qualifications

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

Knowledge, Skills, Abilities & Competencies

• A sense of urgency to deliver fast and accurate responses to dealer concerns
• Proficiency with Microsoft Word, Excel, Access, and PowerPoint
• Ability to take direction well, either written or verbal
• Effective presentation and written communication skills
• Excellent customer service, problem solving and organizational skills
• Ability to be detail oriented and multi-task while maintaining a sense of urgency
• Willingness to travel as required (less than 5%)

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 that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to:

• Sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear.
• The employee is occasionally required to stand and walk.
• The employee must frequently lift and/or move up to 10 pounds.
• Specific vision abilities required by this job include close vision, distance vision, depth perception, and ability to adjust focus.

JCB is an equal employment opportunities (EEO) employer in accordance with applicable federal, state and local laws. JCB complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. EEO EMPLOYER/VET/DISABLED.

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.