Territory Customer Experience Manager

Overview

In this field-based role at John Deere, you drive product uptime and customer success across Central, Southern & Southwest England. You’ll build dealer technical capability and coordinate timely technical interventions to resolve issues. You act as the interface between customers, dealers and product lines to reduce recurring problems and guide the Customer Success Journey. The position emphasizes cross-functional collaboration, impact on retention, and opportunities to shape service quality in a large agricultural tech organization.

Pay / Benefits

• premium company car
• private medical insurance
• 25 days’ holiday + bank holidays
• competitive bonus scheme
• contributory pension
• home office equipment (laptop and mobile)

Responsibilities

• Drive product uptime and machine operation by building dealer support capabilities and coordinating timely technical intervention
• Ensure capabilities and execution of Dealer Centralised & Connected Support Teams
• Coordinate diagnostic escalation and resolution of priority technical issues with clear ownership and timely communication
• Develop dealer capabilities in technical diagnostics, issue resolution, machine optimisation and proactive monitoring
• Serve as interface between customers, dealership and product lines to reduce recurring technical issues
• Conduct proactive dealer and customer visits focusing on key accounts, retention and recurring performance concerns
• Coordinate and monitor warranty, product programmes and commercial-assistance cases
• Lead technical and product-performance elements of Customer Success Journey in collaboration with stakeholders and dealer teams
• Collaborate across Harvesting, Crop Care & Precision Technology, Aftermarket, Key Accounts, Sales and other functions to deliver coordinated support

Key requirements

• degree or equivalent & relevant work experience within agriculture, agronomy, agricultural engineering, precision agriculture, technical support or customer support
• excellent coaching and interpersonal skills
• ability to work independently, stay self-motivated and manage multiple priorities
• enjoy working with numbers and leveraging analytical skills
• geographically mobile with product line responsibilities and occasional international travel

• coaching
• interpersonal skills
• motivating and engaging people
• technical diagnostics
• issue resolution
• machine optimisation

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