• Location Midlands Area
• Salary Competitive
• Contract Permanent
• Department Watling JCB
• Division Service

Main Purpose of the Role:

As part of the Management team of the Company, the role has full responsibility for the
development of strategies for the long-term profitable growth of the Parts and Service
business; delivering optimum levels of Parts and Service profit contribution; ensuring the
effectiveness of product supply and technical support within the Watling JCB Limited territory
area for after-market business. Additional responsibilities of this role include such activities as
developing your staff, mentoring, and providing career coaching; motivating your staff,
individually and as a group; understanding and supporting diversity; and establishing an
effective team.

Department:

After Market Department

Responsible to:

Product Support Director

Remuneration:

As well as a competitive salary, we also offer a benefits package that includes generous
holidays, pension scheme with generous employer contributions, a health cash plan and a
death in service benefit.

Duties/Responsibilities:

● To ensure a market leading level of customer service and customer satisfaction
● To implement business improvements which deliver service revenues and profitability in
line with the company business plan
● Responsible for health, safety & environmental standards within the parts, service and
engineering operations
● Provide strategic direction to the service business that supports the overall construction
equipment group strategy, and to contribute to the overall strategic objectives and the
general management of the company
● To provide policy and guidance on all parts, service and engineering issues
● To support the work to establish parts and service offerings appropriate to the company
after-market, in conjunction with the Product Support Director
● To provide leadership to a team of professionals in line with the company expected
code of conduct
● To manage issue resolutions which meet customer and business operational
expectation
● To develop the parts, service and engineering management team to work effectively in a
multi-functional organisation and be able to support the full range of company strategic
objectives
● To represent the company in parts, service and engineering forums internally and
externally
● To ensure the appropriateness of Technical Training and Warranty cost management
● To generate business plans and forecasts, along with analysis of results and special
investigations
● Strong leadership skills and ability to manage a team of professionals
● Strong personal credibility and well developed interpersonal / customer relationship
skills
● Strong commercial awareness, networking skill and a knowledge of JCB customers
● Understanding conflicting needs and achieving satisfactory commercial solutions
without compromising customer satisfaction or the interests of the business
● Self-motivation, a proactive approach and use of initiative with the ability to work
independently and drive changes to deliver results
● Highly numerate and literate, with a structured and logical approach, combined with
lateral thinking
● Ability to act decisively, but in a measured way, with tact and facilitate decision making
at appropriate levels in the organisation
● A good level of technical & engineering understanding
● Excellent communication skills (listening, informing, presenting)
● Strictly adhere to company credit control procedures
● To ensure all staff operate systems, which maximise customer satisfaction
● Appropriate reporting to Senior Management
● Carry out all work practices in line with company health and safety policy and adhere to
all company policies in accordance with the Company handbook terms and conditions of
employment
● Contribute to overall success of Watling JCB through teamwork and good
communication within the company
● Provide excellent customer service

Abilities, Skill Set and Experience:

Essential:

● Proven record of working within a Customer sales/service environment
● Possess leadership skillset
● Honest, reliable, trustworthy, good time keeper.
● Ability to communicate efficiently at all levels – verbally, in print and on the telephone
● Possess excellent negotiation skillset
● Ability to work well as part of the team
● Have knowledge and experience in using Microsoft Office Software, ADP Computer System
and PDA systems
● Have efficient networking skills
● Be able to delegate responsibilities
● Good stress management and problem solving skillset
● Understanding blue-prints, sketches, and technical drawings