Regional Product Support Manager (East Region)

Overview

Manage customer support and service for New Flyer buses across Eastern Canada.

Key Responsibilities

• team lead
• oracle osvc
• warranty review
• retrofit completion
• customer acceptance
• bid participation

Tasks

Responsible for the overall customer service support for an assigned territory in Eastern Canada. Ensuring customer satisfaction through proper planning and implementation of a support plan which includes resources to achieve company objectives. This includes acceptance of vehicles, warranty review, retrofit completion and ensuring company policies are closely adhered to. -Will lead a cross functional service technician team as required to support vehicle from delivery through the life of the bus. -Resolve customer concerns quickly with reasonable and cost-effective solutions for both customer and New Flyer. -Assist customers in accepting new bus deliveries within 15 days of arrival onsite by repairing defects, expediting parts and general liaison with the customers management team. -Write and submit detailed contact reports to document interactions with customer. -Ensure New customer orders are properly launched with focus on customer introductions, processes, metrics and relationship. -Maintain employee compliance with field service and customer processes to ensure a safe working environment within territory. -Understand and utilize New Flyer Core values as a guideline for conducting all New Flyer business within and external to New Flyer. -Maintain relationship with bus and parts sales teams to ensure clarity of customer concerns, relationship, and challenges. -Manage work queues in Oracle OSVC and OSFC to achieve operational goals including retrofits and customer warranty claim processing. -Work closely with Regional Director to adjust field plans while keeping customer current workload and future bids into account. -Responsible to ensure all key controls (ICFR Internal Controls) identified under their area of responsibility are designed and operating as outlined in the internal controls over financial reporting. -Participate in new bids submissions with Customer Care Bids Team to ensure the right items are priced vs deviated, etc. -Schedule and maintain meeting architecture with customer to ensure all issues are addressed in a timely manner. -Ensure policies and processes are established and adhered to ensure goals and objectives for all regulatory and legal requirements are met including organizational quality, environmental, health & amp; safety programs. -During the production and acceptance process, work closely with CPM/Production/Quality to ensure NF Team calibration and appropriate feedback as well as provide updates in the formal AWIP call each week. -Work closely with Regional Director(s) to ensure appropriate workload level and process improvements.

Requirements

• mechanical/electrical
• french
• technical college
• engineering degree
• 5+ years
• analytical

What You Bring

Ability to advance your career with a growing company. -Analytical skills. -Customer Service experience. -Proficient in all mechanical/electrical systems of transit vehicle. -60% Travel required throughout Eastern Canada -Minimum 5 years' experience in transit or applicable Industry. -2-year Technical College at minimum or equivalent experience. -Proficiency in French required -Engineering or Business degree/diploma preferred.

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Benefits

Paid Time Off A continuous learning environment. Competitive Wages. Ongoing employee development through a variety of in-house training initiatives along with tuition subsidies for courses at outside institutions. Extended Health Benefits

About New Flyer

-Provide innovative bus solutions for urban and rural transit. -Focus on quality, sustainability, and safety. -Part of NFI Group, a global leader in bus manufacturing. -Cater to public transit systems, municipalities, and private providers. -Shape the future of sustainable mobility.

Sector Specialisms