Regional Aftersales / Service Manager

About the Role

JCB is seeking an experienced and commercially focused Regional Aftersales / Service Manager. This permanent position involves leading and developing the aftersales performance of the dealer network across Saudi Arabia. The role is customer-facing, focusing on driving parts and service revenue growth, improving dealer performance, reducing machine downtime, and enhancing customer satisfaction. A competitive salary is offered for this role, which requires 2-5 years of relevant experience.

Role Context and Objectives

The Regional Aftersales / Service Manager will provide both commercial and technical support to ensure aftersales excellence throughout the region. This involves close collaboration with dealers, customers, and internal stakeholders. The position is critical for achieving profitability targets, improving service standards, and strengthening dealer capabilities through training, development, and strategic business planning. Regular travel across the region is required to support dealers and customers, build relationships, and identify opportunities for continuous improvement and growth.

Key Responsibilities

• Manage the commercial performance of the aftersales business, including parts, service, and labor sales, across the region.
• Achieve agreed revenue, margin, profitability, and growth targets within the dealer network.
• Provide technical support and guidance to dealers to reduce machine downtime and improve customer satisfaction.
• Develop, implement, and monitor aftersales KPIs and reporting systems to drive performance improvements.
• Conduct regular dealer business reviews, analyzing performance, identifying opportunities, and implementing corrective action plans.
• Design and deliver aftersales campaigns to increase parts sales, service activity, market penetration, and customer retention.
• Build strong relationships with dealers and provide strategic commercial support to enhance business performance and profitability.
• Conduct regular customer visits with dealer Parts and Service Sales Representatives (PSSRs) to understand needs and identify growth opportunities.
• Represent customer interests internally and collaborate with teams to resolve issues, reduce downtime, and improve customer experience.
• Support root cause investigations and failure analysis to improve machine reliability and product quality.
• Manage escalated customer concerns through effective stakeholder engagement and resolution.
• Monitor dealer service development plans, ensuring progress and compliance with company standards.
• Coordinate dealer technical training programs and identify development opportunities.
• Collaborate with the UK Aftersales team to ensure effective support for dealers and customers.
• Support new product introductions, ensuring dealers are prepared for service and technical support.
• Track field service improvements and ensure actions are completed within agreed timescales.
• Produce accurate and timely reports following dealer and customer visits.

Required Qualifications and Skills

• Experience managing and developing dealer networks, specifically within technical service and aftersales environments.
• Strong commercial awareness and understanding of driving profitability through pricing strategies, service growth, and operational improvements.
• Proficiency in analyzing business performance data and highly skilled in Microsoft Excel.
• Experience using ERP systems, with SAP being ideal.
• Strong technical understanding of diesel engines, hydraulic systems, electrical systems, transmissions, tracked machinery, and wheeled equipment.
• Confident communication skills with the ability to influence stakeholders at all levels, from dealer management to end customers.
• High accountability, self-motivation, and results-driven approach, with a strong sense of ownership and reliability.
• Ability to balance commercial objectives with customer service excellence.

Work Type

This is a permanent position requiring regular travel across the region to support dealers and customers.