Customer Advocate Lead

About JLG an Oshkosh company

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 productsincluding mobile elevating work platforms telehandlers utility vehicles and accessoriescan be found all over the world.

The Customer Advocate Lead plays a critical role in ensuring an exceptional customer experience by acting as a bridge between customers internal teams and JLGs Authorized Service Provider (ASP) network. This individual contributor is responsible for resolving complex customer inquiries supporting ASP partners and ensuring that service delivery meets company standards. By combining strong product knowledge with program support responsibilities the Customer Advocate helps strengthen customer trust drive aftermarket growth and ensure seamless collaboration between JLG and its service provider network.

YOUR IMPACT

• These duties are not meant to be all-inclusive; other duties may be assigned:

• Serve as the primary escalation point for complex customer issues collaborating with internal departments and ASP partners to resolve challenges quickly and effectively.

• Support the onboarding and training of ASPs by ensuring they have access to necessary tools resources and program orientation.

• Provide ongoing guidance and technical support to ASPs reinforcing compliance with program standards and delivering high-quality customer service.

• Monitor ASP performance data analyze trends and assist in preparing reports or updates for leadership.

• Participate in ASP audits site visits or relationship management activities in coordination with the ASP Program Manager.

• Respond to escalated warranty service and parts inquiries providing accurate and timely information.

• Keep current on new product launches company policies aftermarket programs and industry trends to provide reliable support to both customers and ASPs.

• Act as a customer advocate by identifying recurring issues recommending process improvements and sharing feedback with leadership.

• Collaborate cross-functionally to improve overall customer and ASP experience.

MINIMUM QUALIFICATIONS

• Bachelors Degree in a related field and six (6) or more years of relevant experience in manufacturing customer service or construction (equivalent to twelve (12) years total in education and experience); or an equivalent combination of education and experience that demonstrates the ability to perform the essential functions of the role.

• Ability to travel up to 25% of time

STANDOUT QUALIFICATIONS

• Proficiency across JLG business products and offerings (Parts Service Programs).

• Experience working with third-party service providers dealer networks or channel partners.

• Proficiency in Microsoft Office Suite.

• Strong interpersonal listening and communication skills.

• Ability to read and apply engineering prints (parts and service manuals) hydraulic and electrical schematics.

• Knowledge of aftermarket programs warranty support or service network operations.

• Strong problem-solving skills with the ability to address complex service issues.

WORKING CONDITIONS

The following represents general working conditions for this role. Specific conditions may vary depending on business needs and individual circumstances.

• This role combines office-based administrative duties with physical activity in field or production environments.

• In the office setting tasks may require extended computer use sitting and attending meetings.

• Field or floor work may involve walking across various terrains or shop floors standing moderate lifting (up to 50 pounds) climbing stairs and exposure to varying temperatures or noise levels.

• Must be able to shift focus between detailed cognitive work and occasional physical tasks as needed.

• Reasonable accommodations will be provided for qualified individuals with disabilities to support performance across both office and field responsibilities.

WHY JLG AN OSHKOSH COMPANY

Moving the future forward is our priority and this includes your future. We encourage professional development and champion our employees success through various skills and training opportunities. Named one of the Worlds Most Ethical Companies by Ethisphere Institute for six consecutive years everything we do at Oshkosh is guided by our core values and the 15k team members around the world who embody them.

We put people first. We do the right thing. We persevere. We are better together.

Pay Range:

The above pay range reflects the minimum and maximum target pay for the position across all U.S. locations. Within this range individual pay is determined by various factors including the scope and responsibilities of the role the candidates experience education and skills as well as the equity of pay among team members in similar positions. Beyond offering a competitive total rewards package we prioritize a people-first culture and offer various opportunities to support team member growth and success.

Oshkosh is committed to working with and offering reasonable accommodation to job applicants with disabilities. If you need assistance or an accommodation due to disability for any part of the employment process please contact us at

Oshkosh Corporation is a merit-based Equal Opportunity opportunities are open for application to all qualified individuals and selection decisions are made without regard to race color religion sex national origin age disability veteran status or other protected characteristic. To the extent that information is provided or collected regarding categories as provided by law it will in no way affect the decision regarding an employment application.

Oshkosh Corporation will not discharge or in any manner discriminate against employees or applicants because they have inquired about discussed or disclosed their own pay or the pay of another employee or applicant. However employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information unless the disclosure is (a) in response to a formal complaint or charge (b) in furtherance of an investigation proceeding hearing or action including an investigation conducted by the employer or (c) consistent with Oshkosh Corporations legal duty to furnish information.

Certain positions with Oshkosh Corporation require access to controlled goods and technologies subject to the International Traffic in Arms Regulations or the Export Administration Regulations. Applicants for these positions may need to be U.S. Persons as defined in these regulations. Generally a U.S. Person is a U.S. citizen lawful permanent resident or an individual who has been admitted as a refugee or granted asylum.