JCB Aftermarket Specialist

Job Title: JCB Aftermarket Specialist

FLSA Status: Full-Time / Exempt

Location: Harrisburg, PA

Reports To: JCB Director of CE Service

Purpose:

To manage and improve the aftermarket performance of our JCB product line. This role collaborates with the Service Departments, Parts Departments, and the Sales Teams in providing aftermarket support for our JCB product line.

• Service & Parts Support:
  • Manage JCB Dealer Service Excellence program

Dealer Readiness:

• Ensure dealers are equipped to provide exceptional service and support to customers

Dealer Standards:

• Develop and implement standards for dealer performance and quality

Warranty:

• Manage warranty claims and resolve issues in a timely manner

Service Penetration:

• Develop and implement strategies to increase service penetration and revenue growth

Revenue Growth:

• Identify opportunities to increase revenue through aftermarket sales and services

• Promote and Sell:

• Service contracts

Service Contracts:

• Develop and implement strategies to promote and sell service contracts to customers

• Extended warranties

Extended Warranties:

• Develop and implement strategies to promote and sell extended warranties to customers

• Aftermarket attachments

Aftermarket Attachments:

• Develop and implement strategies to promote and sell aftermarket attachments to customers

• LiveLink renewals

LiveLink Renewals:

• Develop and implement strategies to promote and sell LiveLink renewals to customers

• Manage Attachment Inventory Tracking Process and Order Recommendations:

• Manage the inventory tracking process for aftermarket attachments and provide recommendations for ordering

• Support the Sales Team in Sourcing Attachments that are not in Stock or have Supplier Issues:

• Support the sales team in sourcing attachments that are not in stock or have supplier issues

• Manage Livelink Telematics System:

• Manage the Livelink telematics system, including customer profiles, allocations, services due, customer training, and branch training

Product Knowledge:

• Develop and maintain in-depth knowledge of JCB products and services

Decision Making:

• Make decisions within the parameters of duties outlined above

Position Core Competencies:

• Product Knowledge:

• Planning/Organization:

• Initiative:

• Time Management:

• Customer Service (both internal and external):

Requirements:

Education:

• Associate's degree (A. A.) or equivalent from two-year College or technical school; or six months to one year related experience and/or training; or equivalent combination of education and experience

Language Skills:

• Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations

• Ability to write reports, business correspondence, and procedure manuals

• Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public

Mathematical Skills:

• Basic Skills: Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals

• Ability to compute rate, ratio, and percent and to draw and interpret bar graphs

Reasoning Skills:

• Intermediate Skills: Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form

• Ability to deal with problems involving several concrete variables in standardized situations

Physical and Work Environment:

• Work environment is majority of office environment with some time spent in warehouse environment

• Occasional travel to SEI branches

• Noise level is low to moderate

• Extended periods of sitting with moderate standing and walking throughout office, shop, and warehouse

• Ability to lift up to 40 lbs unassisted on occasion