JLG began in 1969, when our founder, John L. Grove set out to resolve growing safety concerns in the construction industry. Since then we have been committed to understanding the challenges and delivering innovative solutions to the access market. We partner with customers to provide quality equipment, training opportunities and trusted support within the access industry. We are a global company, and our products—including mobile elevating work platforms, telehandlers, utility vehicles and accessories—can be found all over the world.
The Customer Advocate will be involved in many aspects of the customer life cycle within JLG sales, service, warranty, quality, aftermarket sales, training, product safety, legal, supply chain, production, engineering and advanced concepts to ensure the highest standards of customer assurance. The Customer Advocate will facilitate internal and external communication to achieve outlined goals, resolve escalation and strengthen customer relationship. The primary objective is to be the single point of contact to resolve escalating issues, build loyalty, and increase responsiveness for customer after sales issues, and promote the selling of JLG parts, meeting and/or exceeding agreed targets.
The role exists to obtain full potential of Aftermarket business with dedicated JLG Customers, as well as to maximize revenue and OI in the long term by promoting and selling Aftermarket Parts & Services and maintaining strong relations with existing customers and dealers.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
These duties are not meant to be all-inclusive and other duties may be assigned.
Assume ownership over Aftermarket related issues through various departments to achieve resolution and overall customer satisfaction through problem-solving actions.
Provide “best in class” and professional customer focused support with an immediate, consistent, and accurate response to customer inquiries telephonically and electronically.
Ability to provide service troubleshooting support and/or parts assistance on JLG products and be able to communicate the aftermarket programs and services.
Communicate bi-directionally with senior level management team and internal managers including formal presentations, weekly issue reporting, and status on resolution for current technical and escalated issues.
Analyze and inform both customer and internal managers of trends and opportunities for product improvements and reliability.
Track and report notices related to customer service including field bulletins and safety campaigns.
Support sales goals and assist marketing in the communication, development and maintenance and troubleshooting of parts and programs.
Participate in continuous training (I&E) opportunities to develop skills to better understand Oshkosh Corporation products, current technology in order to excel at providing customer support and to maintain proficiency on products.
Meet and/or exceed sales, margin and profitability targets for designated territory.
Simplify and standardize operating procedures between JLG and these key accounts.
Data‐driven, internal & external standardization of data recording processes and system use, to support factual and pro‐active decision‐making.
Minimum of three (3) years of experience in sales, machinery, parts, service, account management, manufacturing or knowledge of construction equipment.
Three (3) years of customer service experience.
Ability to read and apply engineering prints (parts and service manuals), hydraulic drawings, electrical drawings and schematics.
Ability to travel up to 25% of time.
Proficient on AWP Product (Parts and Service).
Excellent problem-solving capabilities.
Languages: fluent in Dutch and English.
Excellent verbal and written communication skills.