Company Profile 80 years and countless innovations later, JCB is the world’s largest privately-owned manufacturer of construction and agricultural equipment. At 23 plants spanning four continents—and countries including the United States, the United Kingdom, India and Brazil—JCB manufactures a range of more than 300 products including telescopic handlers, backhoe loaders, excavators, wheel loaders, compact excavators, skid steer loaders, compact track loaders, Access aerial work platforms, rough terrain forklifts, and tractors. JCB people are at the heart of our business and as a family-owned business we answer to our customers, not a group of shareholders. That freedom allows us to concentrate on developing the latest technologies and incorporating them into our equipment. We focus on what our customer needs on the jobsite – a machine that holds up in the toughest environment and increases their productivity. At JCB, we stand behind our products – and our name. Position Purpose This role is an opportunity to lead JCB’s aftermarket growth strategy to our direct customers, delighting our customers by innovating new products to meet market demand and promoting our existing range. Reporting to the Regional Service Manager. This role is based remotely with regular travel to customers, dealers and suppliers (75%) across the region (TN, AL, NC, SC, GA, FL). Position Type Full Time, Exempt Major Tasks, Responsibilities & Key Accountabilities - Build strong customer relationships in assigned region, support customer fleet uptime with JCB parts, training and product awareness. - Achieve parts and attachments sales and profit goals within assigned area of business. - Develop and implement an Aftermarket sales plan. Plan will include structured sales campaigns to deliver annual sales objectives. - Attend industry events to showcase JCB’s aftermarket products. - Visit key customers to learn more about their business and develop ways to help our customers achieve their goals. - Work with the Direct Sales team and customers to propose aftermarket value to our customers business. - Identify and prioritize product opportunities to enhance and develop into JCB offering. - Identify market potential for key products, track JCB share, and propose plans to achieve growth targets. - Be aware of and report competitive parts/attachments supplier activities in assigned area of business. - Promote our extended warranty program, maintenance contracts and other JCB aftermarket solutions. - Review dealer support of Direct Sale products to ensure national aftermarket support is offered. - Regularly scheduled review of business performance and progress to agreed marketing plans with senior management. Minimum Qualifications - Bachelor’s Degree or equivalent combination of education and experience to successfully perform the duties of the position. - Aftermarket or sales experience within the equipment rental industry. - Must be able to travel (up to 75%). - Working knowledge of parts and attachments business and application in rental & construction sectors. - Must pass any drug screens, background checks and any pre-employments tests as applicable. Knowledge, Skills, Abilities & Competencies - Proficient in Microsoft Office software - Comfortable in an in-person office environment - Technical competence is a plus - Must be customer service oriented, flexible, and have a high energy level - Must have excellent follow-through skills - Must have a professional, polished, and sophisticated demeanor and be comfortable in most social settings - Must be open to domestic and international travel - Desire and proven ability to learn and grow Job Conditions - Both office environment and occasionally manufacturing/factory environment - Subject to noise and temperature changes Physical Requirements The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to: - Sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. - The employee is occasionally required to stand and walk. - The employee must frequently lift and/or move up to 10 pounds. - Specific vision abilities required by this job include close vision, distance vision, depth perception, and ability to adjust focus. JCB is an equal employment opportunities (EEO) employer in accordance with applicable federal, state and local laws. JCB complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. EEO EMPLOYER/VET/DISABLED. JCB Inc. is not currently hiring individuals for this position who now or in the future require sponsorship for employment visa status; however, as a global company, JCB offers many job opportunities outside of the U.S. which can be found through our website at https://www.jcb.com/en-gb/about/careers. Disclaimer: This job description is general in nature and is not designed to contain or to be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to the job.

Company Profile 80 years and countless innovations later, JCB is the world’s largest privately-owned manufacturer of construction and agricultural equipment. At 23 plants spanning four continents—and countries including the United States, the United Kingdom, India and Brazil—JCB manufactures a range of more than 300 products including telescopic handlers, backhoe loaders, excavators, wheel loaders, compact excavators, skid steer loaders, compact track loaders, Access aerial work platforms, rough terrain forklifts, and tractors. JCB people are at the heart of our business and as a family-owned business we answer to our customers, not a group of shareholders. That freedom allows us to concentrate on developing the latest technologies and incorporating them into our equipment. We focus on what our customer needs on the jobsite – a machine that holds up in the toughest environment and increases their productivity. At JCB, we stand behind our products – and our name. Position Purpose This role is an opportunity to lead JCB’s aftermarket growth strategy to our direct customers, delighting our customers by innovating new products to meet market demand and promoting our existing range. Reporting to the Regional Service Manager. This role is based remotely with regular travel to customers, dealers and suppliers (75%) across the region (TN, AL, NC, SC, GA, FL). Position Type Full Time, Exempt Major Tasks, Responsibilities & Key Accountabilities - Build strong customer relationships in assigned region, support customer fleet uptime with JCB parts, training and product awareness. - Achieve parts and attachments sales and profit goals within assigned area of business. - Develop and implement an Aftermarket sales plan. Plan will include structured sales campaigns to deliver annual sales objectives. - Attend industry events to showcase JCB’s aftermarket products. - Visit key customers to learn more about their business and develop ways to help our customers achieve their goals. - Work with the Direct Sales team and customers to propose aftermarket value to our customers business. - Identify and prioritize product opportunities to enhance and develop into JCB offering. - Identify market potential for key products, track JCB share, and propose plans to achieve growth targets. - Be aware of and report competitive parts/attachments supplier activities in assigned area of business. - Promote our extended warranty program, maintenance contracts and other JCB aftermarket solutions. - Review dealer support of Direct Sale products to ensure national aftermarket support is offered. - Regularly scheduled review of business performance and progress to agreed marketing plans with senior management. Minimum Qualifications - Bachelor’s Degree or equivalent combination of education and experience to successfully perform the duties of the position. - Aftermarket or sales experience within the equipment rental industry. - Must be able to travel (up to 75%). - Working knowledge of parts and attachments business and application in rental & construction sectors. - Must pass any drug screens, background checks and any pre-employments tests as applicable. Knowledge, Skills, Abilities & Competencies - Proficient in Microsoft Office software - Comfortable in an in-person office environment - Technical competence is a plus - Must be customer service oriented, flexible, and have a high energy level - Must have excellent follow-through skills - Must have a professional, polished, and sophisticated demeanor and be comfortable in most social settings - Must be open to domestic and international travel - Desire and proven ability to learn and grow Job Conditions - Both office environment and occasionally manufacturing/factory environment - Subject to noise and temperature changes Physical Requirements The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to: - Sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. - The employee is occasionally required to stand and walk. - The employee must frequently lift and/or move up to 10 pounds. - Specific vision abilities required by this job include close vision, distance vision, depth perception, and ability to adjust focus. JCB is an equal employment opportunities (EEO) employer in accordance with applicable federal, state and local laws. JCB complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. EEO EMPLOYER/VET/DISABLED. JCB Inc. is not currently hiring individuals for this position who now or in the future require sponsorship for employment visa status; however, as a global company, JCB offers many job opportunities outside of the U.S. which can be found through our website at https://www.jcb.com/en-gb/about/careers. Disclaimer: This job description is general in nature and is not designed to contain or to be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to the job.

• Own the Hypercare Program End-to-End • Serve as the primary point of contact for all merchants in active Hypercare status — enrolled within 24 hours of first live shipment and owned through formal three-way graduation sign-off. • Run the full four-phase framework: Phase 1 (Days 1–15, Stabilization), Phase 2 (Days 16–30, Enablement & Orientation), Phase 3 (Days 31–45, Optimization), and Phase 4 (Days 46–60, Graduation) for Enterprise and Strategic merchants. • Manage quality assurance across invoice accuracy, order fulfillment, SLA adherence, carrier performance, and overall merchant experience throughout the Hypercare window. • Track and enforce graduation criteria for each assigned account, including a clean handoff brief covering open items, health score, expansion signals, relationship notes, and recommended next steps for the incoming lifecycle CSM. • Lead Phase 1 escalation triage: own all P1 and P2 issues during the stabilization window, coordinating with Tier 2 Support to meet a <2-hour response target on critical escalations. • Run daily checklists in Phase 1, including order import validation, tracking visibility, invoice accuracy, and fulfillment SLA adherence — flagging blockers proactively before merchants feel them. • Partner with Implementations on outstanding technical items through Phase 3, and engage Sales for commercial adjustments or at-risk accounts as needed. • Escalate Enterprise and P1-level issues to the Head of CSM and VP of CS within defined SLAs; document all escalations in HubSpot and the Handoff Brief. • Deliver the full merchant education curriculum across the Hypercare window: Welcome Pack (Day 1), Portal Walkthrough Guide (Day 5), Invoice & Billing Explainer (Phase 2), and Order Status & Tracking Guide (Phase 2). • Lead the Phase 2 Orientation Call and Phase 3 QBR (Hypercare Edition), including expansion readiness conversations and Onward Package Protection or OpenBorder/IEAS coverage where applicable. • Introduce the lifecycle CSM formally during the Phase 2–3 transition and ensure they are prepared to take full ownership at graduation. • Update HubSpot Hypercare fields weekly: health score (Green/Yellow/Red), phase completion dates, graduation status, and revenue milestone tracking. • Own the At-Risk Merchant Protocol when health scores deteriorate: document root cause, engage lifecycle CSM, notify CS leadership, and pause graduation timelines until health recovers. • Contribute to Q2 program KPIs: 100% enrollment rate, ≥90% graduation rate, <5% early churn, Phase 1 P1 close rate ≥95%, and NPS ≥35 at graduation. • Identify patterns from Hypercare data — billing confusion, routing failures, tracking gaps, integration failures — and translate them into playbook improvements and proactive onboarding materials. • Collaborate with the broader CS team to share learnings and refine the tiered framework across Enterprise, Strategic, and Growth segments. • Support the Australia market risk reduction initiative, ensuring all Australian merchants receive Strategic/Enterprise-level coverage with validated price cards, invoice clarity, and a confirmed carrier mix of 2–3+ carriers before graduation.

• Establish, lead, and sustain an effective EHS program for safe and compliant operations • Ensure compliance with U.S. environmental and safety regulations • Partner with leadership to drive continuous improvement and a strong safety culture • Lead compliance activities related to OSHA, EPA, and state environmental requirements