Boss JCB is a fast-growing JCB dealer with a strong commitment to be the best service department in the area. We are looking for Technicians that want to grow their careers with a company that will support them and be proud of. Seeking a Mobile Construction Equipment Technician/Mechanic with strong diagnostic skills who can easily communicate with customers. Come grow with us.
Position Summary:
The Connected Services specialist is responsible for leveraging telematics data to drive increased parts and service revenue as well as overall customer satisfaction. This individual will oversee the integration, adoption, and strategic utilization of telematics solutions across the organization to enhance equipment uptime, predictive maintenance, and customer engagement. The ideal candidate will be a proactive communicator with a passion for data-driven sales strategies, capable of transforming machine data into actionable business opportunities. This position offers a unique blend of technology, sales, and customer relationship management, contributing directly to BOSS JCB's growth.
Key Responsibilities:
Telematics Strategy & Program Management
- Develop and execute a Livelink telematics strategy aligned with the company's aftermarket revenue goals.
- Manage vendor relationships related to telematics hardware, software platforms, and data analytics.
- Drive the adoption of telematics systems internally and among customer base.
- Collaborate with sales team to ensure full connectivity of fleet assets.
Revenue Generation through Data-Driven Insights
- Analyze telematics data to identify service and parts opportunities (e.g., fault codes, idle times, wear indicators).
- Collaborate with parts and service teams to create targeted campaigns (e.g., proactive maintenance, consumable part replacement).
- Track equipment usage, maintenance intervals, and operating conditions to create predictive service models.
Operational Execution
- Train service technicians and sales staff on telematics platforms and revenue-driving use cases.
- Create dashboards, alerts, and KPIs to monitor fleet health and generate service opportunities.
- Assist field service teams in interpreting fault codes and recommending actionable solutions.
Customer Engagement & Support
- Provide consultative telematics services to customers to improve equipment utilization and reduce downtime.
- Lead customer onboarding and training for telematics platforms.
- Promote service contracts, PM programs, and parts kits using real-time data insights.
- Drive parts and service opportunities through customer engagement
- Drive livelink sales through contract renewals and customer awareness
- Manages Service maintenance agreements
CRM & Reporting
- Maintain accurate records of all lead interactions, qualifications, and outcomes in Salesforce.
- Monitor KPIs such as lead-to-sale conversion, dealer response time, and campaign ROI.
- Use data analytics to refine lead generation strategies and improve customer targeting.
Cross-Functional Collaboration
- Work closely with IT, operations, marketing, and sales to implement telematics-driven campaigns.
- Support the development of mobile or customer-facing apps that integrate telematics data.
- Provide feedback to engineering and product teams on equipment design improvements based on field data.
Qualifications:
- Education & Experience:
- Proven experience in lead generation, sales, or customer success, preferably in a B2B or equipment-related environment.
- Strong understanding of CRM systems (e.g., Salesforce) and telematics platforms (e.g., LiveLink).
- Excellent communication and interpersonal skills with a customer-first mindset.
- Analytical thinker with the ability to interpret data and translate it into sales opportunities.
- Proficient in Microsoft Office Suite and digital communication tools.
- Knowledge of construction or agricultural equipment is a plus.
- High school diploma or equivalent required; additional education in business, marketing, or data analytics is a plus.
- Must pass background check, drug screening, and have a clean driving record.
Skills & Competencies:
- Strong analytical skills with the ability to convert data into actionable business strategies.
- Deep understanding of maintenance cycles, wear items, and parts inventory.
- Demonstrated ability to drive revenue and customer satisfaction through service-based selling.
- Proficiency in data visualization tools and CRM/ERP platforms (e.g., Salesforce, Power BI).
- Excellent communication and training skills.
- Project management experience is a plus.
Key Performance Indicators (KPIs):
- Increase in service and parts revenue linked to telematics campaigns.
- Telematics renewals across fleet.
- Reduction in unscheduled downtime for customer fleets.
- Service Maintenance Agreement promotion and awareness