Customer Advocate Lead

Customer Advocate Lead

The Customer Advocate Lead plays a critical role in ensuring an exceptional customer experience by acting as a bridge between customers, internal teams, and JLG's 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

• 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

Standout Qualifications

Working Conditions

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 World's 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 : $82,000.00 - $132,800.00

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 candidate's 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.