Director - Service, Texas

Company Profile With over 80 years of innovation, JCB is the world’s largest privately owned manufacturer of construction and agricultural equipment. Operating 23 manufacturing facilities across four continents—including the United States, the United Kingdom, India, and Brazil—JCB produces a diverse portfolio of more than 300 products. These include telescopic handlers, backhoe loaders, excavators, wheel loaders, compact excavators, skid steer loaders, compact track loaders, access aerial work platforms, rough terrain forklifts, and tractors. Company Profile With over 80 years of innovation, JCB is the world’s largest privately owned manufacturer of construction and agricultural equipment. Operating 23 manufacturing facilities across four continents—including the United States, the United Kingdom, India, and Brazil—JCB produces a diverse portfolio of more than 300 products. These include telescopic handlers, backhoe loaders, excavators, wheel loaders, compact excavators, skid steer loaders, compact track loaders, access aerial work platforms, rough terrain forklifts, and tractors. At the heart of JCB’s success are its people. As a family‑owned business, we are accountable to our customers—not shareholders—which gives us the flexibility to focus on long‑term innovation and delivering real value. This independence allows us to continuously develop advanced technologies and integrate them into equipment designed to perform in the toughest environments while maximizing customer productivity. At JCB, we stand behind our products—and our name—with pride and commitment to quality. Position Purpose The Director – Service, Texas is responsible for providing strategic leadership, direction, and execution of JCB North America's Product Support and Service operations throughout the Texas Region. This position serves as the senior regional leader for dealer service performance, customer satisfaction, warranty administration, technical support, aftermarket growth, and operational excellence. The Director will develop and execute regional service strategies that drive market share growth, customer retention, dealer profitability, and industry‑leading product support performance. Working closely with dealer principals, service leadership teams, sales leadership, product support personnel, and corporate stakeholders, this individual will ensure the JCB dealer network delivers a best‑in‑class ownership experience while achieving regional revenue and profitability objectives. This role is instrumental in strengthening dealer capability, enhancing customer loyalty, expanding aftermarket sales, and supporting the continued growth of JCB throughout Texas. Position Type Full Time, Exempt Location Texas Benefits And Other Compensation JCB offers a comprehensive benefits package, including medical, dental, and vision insurance; 401 (k) retirement plan; paid time off and paid holidays. Major Tasks, Responsibilities & Key Accountabilities Strategic Service Leadership Develop and execute the regional Product Support strategy aligned with JCB North America's growth objectives. Lead all service-related initiatives focused on improving dealer performance, customer experience, machine uptime, and aftermarket profitability. Serve as the primary regional advocate for Product Support, ensuring customer and dealer needs are effectively represented within the organization. Create and implement strategic plans that support dealer growth, operational excellence, and market penetration. Dealer Development & Performance Management Oversee dealer service performance against the standards established in the JCB North America Dealer Standards Program. Lead dealer development initiatives focused on improving service capability, technician proficiency, customer responsiveness, and operational efficiency. Conduct regular business reviews with dealer leadership teams to evaluate performance and establish improvement plans. Partner with Dealer Development and Commercial teams to identify opportunities for network expansion and increased market coverage. Drive dealer accountability through performance metrics, scorecards, and continuous improvement initiatives. Customer Experience & Market Share Growth Champion a customer‑centric culture focused on machine uptime, responsiveness, and exceptional service delivery. Develop programs and initiatives that improve customer retention, satisfaction, and loyalty. Lead efforts to increase regional market share through superior aftermarket support and customer engagement. Escalate and resolve critical customer issues to ensure positive outcomes and long‑term customer relationships. Analyze customer feedback and service trends to identify opportunities for improvement. Aftermarket Revenue Growth Develop and execute strategies to increase service revenue, replacement parts sales, maintenance contracts, attachments, and aftermarket solutions throughout the region. Support dealers in achieving revenue growth objectives through effective service operations and product support programs. Identify emerging market opportunities and implement initiatives to maximize regional profitability. Monitor key aftermarket performance indicators and implement corrective actions where necessary. Warranty & Product Support Leadership Provide executive oversight of regional warranty administration and product support activities. Lead resolution efforts related to significant technical issues, warranty concerns, and field product performance challenges. Collaborate with Engineering, Quality, and Manufacturing teams to communicate product issues and drive corrective actions. Ensure consistency and effectiveness in technical support processes throughout the dealer network. Operational Excellence Establish and monitor regional performance metrics related to customer satisfaction, product support effectiveness, dealer performance, and financial results. Drive continuous improvement initiatives across service operations and dealer support functions. Utilize data analytics and reporting tools to identify trends, opportunities, and performance gaps. Implement best practices that improve efficiency, responsiveness, and service quality across the territory. Leadership & Talent Development Lead, coach, and develop a high‑performing regional Product Support team. Build a culture of accountability, collaboration, innovation, and customer focus. Support succession planning and leadership development initiatives within the regional organization. Foster strong relationships across cross‑functional teams to achieve organizational objectives. Executive Collaboration Partner closely with counterparts in Savannah and across North America to ensure a consistent and scalable Product Support strategy. Participate in strategic planning initiatives and contribute to the long‑term vision of JCB's Product Support organization. Present regional performance results, business opportunities, risks, and recommendations to executive leadership. Additional Responsibilities Lead special projects and strategic initiatives as assigned. Represent JCB at dealer meetings, customer events, trade shows, and industry functions. Other duties as assigned. Key Performance Indicators (KPIs) Customer Satisfaction (CSAT) Dealer Service Excellence Scores Machine Uptime Warranty Cost Performance Parts & Service Revenue Growth Aftermarket Sales Growth Market Share Growth Dealer Standards Compliance Customer Retention Response Time to Critical Issues Dealer Profitability Metrics Team Development & Succession Readiness Minimum Qualifications Bachelor's degree in Business, Engineering, Agriculture, Construction Management, Operations Management, or a related field. 10+ years of progressive leadership experience within Service, Product Support, Aftermarket, Dealer Development, or Equipment Operations. 7+ years of experience leading multi‑location teams, dealer networks, or large regional operations. Demonstrated experience driving service excellence, customer satisfaction, and aftermarket revenue growth. Strong business acumen with experience developing and executing strategic growth initiatives. Proven ability to influence dealer principals, executive stakeholders, and cross‑functional teams. Must pass any drug screens, background checks, and any pre‑employment tests, which will be conducted in accordance with applicable law. Preferred Qualifications Master's Degree or MBA. 15+ years of experience within construction equipment, agricultural equipment, industrial equipment, heavy machinery, or related industries. Significant experience leading dealer network development and Product Support programs. Experience managing regional P&L responsibilities and financial performance metrics. Proven success in driving market share growth and dealer performance improvement initiatives. Experience leading large‑scale organizational or operational transformation efforts. Knowledge, Skills, Abilities & Competencies Strategic planning, execution, and organizational leadership. Deep understanding of dealer networks, aftermarket operations, and customer support functions. Strong commercial acumen with the ability to drive revenue growth and profitability. Expertise in change management, process improvement, and organizational development. Advanced analytical and problem‑solving capabilities. Strong negotiation, influencing, and stakeholder management skills. Knowledge of warranty administration, technical support, and service operations. Exceptional communication, presentation, and executive presence. Ability to lead diverse teams and build high‑performing organizations. Proficiency utilizing business intelligence and performance management tools. Strong conflict resolution and decision‑making skills. Willingness to travel extensively throughout the Texas Region and attend evening or weekend business functions as needed. 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 required of an employee to perform the essential functions of this job successfully. While performing the duties of this job, the employee is regularly required to: Remain stationary, operate hands to finger, handle, or feel, reach with hands and arms, and talk or hear. The employee is occasionally required to stand and move and/or walk. The employee must frequently move and/or transport up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision, depth perception, and the ability to adjust focus. Equal Opportunity Employer JCB is an equal employment opportunity (EEO) employer in accordance with applicable federal, state, and local laws. JCB complies with applicable state and local laws governing non‑discrimination in employment at every location where the company has facilities. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability statute, or any other characteristic protected under federal, state, and local laws. Reasonable Accommodation Statement JCB complies with federal and state disability laws and makes reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact the JCB Human Resources team at View email address on click.appcast.io. 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. #J-18808-Ljbffr JCB North America