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Heavy Line Product Support Manager
4 weeks ago
**An opportunity to join our team has arrived.**:
JCB is a truly world class, family-owned business. We are proud of our achievements and recognise that future growth and success is shaped by the ambition of the JCB team. If you are looking for a career with a business where people really count, look no further than JCB.
**Overview of the role**:
The Product Support Manager will be responsible for managing the customer fleet of heavy line equipment, ensuring that maintenance practices, job site arrangement, operating techniques are up to the latest standards with overall objective of maximizing the machine uptime, productivity, and customer satisfaction.
**Key Responsibilities**:
**1. Customer Management**
- Maintain strong relationships with designated customers, understanding their technical and maintenance needs and preferences.
- Regularly communicate with concerned customer’s personnel to address inquiries, provide product technical training, and offer solutions.
- Collaborate with the dealer to develop and execute strategies for maximizing service efficiency and customer satisfaction.
**2. Daily Business Operations**:
- Supervise dealer pre-delivery inspection and provide PDI training to customers and dealers as deemed necessary.
- Perform job site visits to evaluate job site arrangement, contamination control, address technical concern, provide recommendations and necessary training.
- Conduct visual machine inspections to assess machine condition and parts requirements and identify opportunities for replacement or upgrades.
- Generate detailed visit reports to track customer interactions, service activities, and related inquiries. - Carry out active machine population campaign and establish overhaul management system programme.
- Establish and support JCB’s Oil Sampling Program for all related machines and generate reports to customers accordingly.
- Control Livelink function and generate operator evaluation and efficiency development’s reports. As well as using Livelink reports to generate parts business and service revenue.
- Coordinate with the dealer to ensure timely delivery of spare parts and service.
**3. Cross Communication**:
- Liaise with dealer service personnel to tackle all fleet technical issue and ensure highest level of machine availability.
- Collaborate with dealerships to monitor Overhaul management program pertaining to his scope of products.
- Collaborate with JCB’s parts manager to plan necessary parts stocking for customer fleet.
- Pro-actively liaise with dealership to ensure highest level of parts availability for the HL scheduled maintenance.
- Provide regular feedback to the senior management on technical issues, competitor activities, and customer preferences.
**4. Training**:
- Conduct training sessions for customers and dealers on proper equipment operation, operating techniques, and maintenance requirements. Qualifications:
- Bachelor’s degree in mechanical engineering. - Proven experience of at least 6-8 years in service within the heavy machinery with a strong understanding of component’s function and maintenance management.
- Excellent communication and visual troubleshooting skills, with the ability to build rapport and resolve customer’s technical issues effectively.
- Proficiency in conducting visual machine inspections and evaluating machine condition. - Familiarity with dealer service & warranty systems and machine inspection software.
- Valid Saudi driver's license and willingness to travel as required.
- Transferable Iqama for expats
**Key Competencies**:
- Results-oriented mindset with a focus on driving service revenue, parts sales growth and customer satisfaction.
- Analytical thinking and problem-solving abilities. - Attention to detail and accuracy in documenting service activities and parts inquiries.
- Ability to work collaboratively with internal teams and external partners.
- Adaptability and resilience in a dynamic service environment.
Note: This job description is intended to outline the general nature and level of work performed by employees within this role. It is not exhaustive and may be amended as per business requirements
**JCB: Building a Brighter Future