Product Support Specialist

Overview

In this role you drive quality and reliability improvements for JCB’s Compact Excavators, working with cross-functional teams to analyze failure data, support NPIP, and feed customer/dealer insights into product development. You will engage with dealers, customers and internal stakeholders to deliver practical solutions and continuous improvement. The position offers visibility across a global manufacturing organization and opportunities to shape flagship products through data-driven problem solving.

Pay / Benefits

• 33 days’ holiday
• company pension
• onsite gym
• in-house doctor
• dentist and optician
• ULEV car scheme

Responsibilities

• Collaborate with Engineering, Purchasing and Quality to resolve complex technical issues
• Prepare and analyse failure and warranty data to assess quality and reliability
• Ensure new products meet customer service and quality standards via NPIP
• Provide customer and dealer feedback into the new product development process
• Conduct machine appraisals and quality audits during NPIP
• Deliver technical product updates and support to subsidiaries and dealer staff
• Lead and participate in continuous improvement projects to enhance products, processes and customer support
• Support dealers and customers with technical investigations and product-related queries

Key requirements

• Engineering qualification (HNC/HND or degree level) or equivalent experience
• Strong analytical and problem-solving skills, especially root cause identification and issue resolution
• Confident communicator with ability to build relationships with customers, dealers and internal stakeholders
• Self-motivated, organized, capable of handling multiple priorities
• Enjoy investigating technical issues and developing practical solutions
• Willingness to travel to support customers, dealers and manufacturing sites
• Sense of urgency and customer-focused attitude

• communication
• problem-solving
• self-motivation
• engineering qualification (HNC/HND or degree level)
• analytical skills
• root cause analysis

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