Technical Product Support Specialist

**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**:
A unique opportunity has arisen for a Technical Specialist to join our Uptime Team and help provide JCB’s global dealer network with the industry’s finest customer experience.

As a Technical Product Support Specialist, you will be the main point of contact for external enquires to support in the troubleshooting of machine technical concerns. The role also ensures that customer feedback on emerging product concerns are documented and reported to our factory teams to drive continuous product improvement. You will also work proactively; being responsible for ensuring JCB’s technical literature is up to date and accurate as well as ready for any new product launches. You will play a key part in the launch of new JCB products; by approving suitability of diagnostic tools and technical literature, compiling diagnostic help information, and providing initial feedback from early emerging technical concerns.

This is a high-profile role demanding a high level of autonomy, initiative, and the ability to manage your own time effectively. As this is an externally facing role, an Uptime Technical Specialist must always remain professional and embody the core values of JCB.

**The Core Values of JCB as an Uptime Technical Specialist**:

- A sense of urgency - to deliver fast and proficient responses to dealer concerns
- Can do attitude - having the confidence and ability to resolve challenging problems
- Always looking for a better way - never being complacent and always looking to improve the service we provide to the dealer network
- Pride in JCB - representing JCB positively in all situations
- People at the heart - behind every enquiry is a customer requiring help

**Your Responsibilities as an Uptime Technical Specialist**:

- Primarily to work with dealers and customers to resolve technical concerns on JCB Telehandlers
- Working with dealer technicians, uptime service colleagues, engineering functions, factory quality and sales teams, you will identify emerging service concerns affecting JCB customers and strive to resolve to full closure
- Support the Customer Service team to resolve Machine Down cases as quickly as possible
- Engage with field-based teams and the dealer network to identify opportunities to prevent cases re-occurring - a No Case Twice mentality
- Deliver Uptime New Product Introduction (NPI) requirements for the assigned products
- Make parts stocking recommendations to ensure parts availability enabling customer uptime

**About you**:
To be successful you will need to have experience and skills including:

- Experience working with machinery that form part of JCB’s wide range of products; particular experience of Telehandlers would be preferred, with the added benefit of familiarity with Backhoe Loaders.
- Critically you will have a strong sense of urgency and tenacity to get things done
- A real problem owner who strives to resolve challenges full circle
- Excellent verbal and written communication skills with the ability to communicate effectively with technical and non-technical individuals at all levels both internal and external to the organisation.
- Exposure to and experience of working with machine schematics (Hydraulic, Electrical, and Software)
- Computer literate - Strong IT skills
- Most of all you will possess high levels of energy, motivation, drive and commitment; have a resilient nature and a strong desire to succeed within a wider team

**What’s in it for you?**

To say thank you for your hard work, we will work with you to support your career progression and development. We will also provide a competitive salary, company pension scheme, medical insurance and dental care schemes, access to the company’s healthy living centre. You will also be entitled to 33 days flexible annual leave, flexible start / finish times to your day, and we even provide free tea and coffee

**JCB: Building a Brighter Future