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New Flyer

Regional Product Support Manager (East Region)

Company logo
New Flyer
Leading manufacturer of buses and transportation solutions across North America.
Oversee customer support, warranty, and service for transit buses in Eastern Canada.
6d ago
Intermediate (4-7 years)
Full Time
Ottawa, Ontario, Canada
Field
Company Size
9,500 Employees
Service Specialisms
Technical Service
Warranty Management
Fleet Campaigns
Parts Support
Product Support
Service Center Operations
Sector Specialisms
Transport
Infrastructure
Role
What you would be doing
order launch
control monitoring
queue management
delivery acceptance
warranty claims
bid support

Responsible for the overall customer service support for an assigned territory. 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.

  • Ensure New customer orders are properly launched with focus on customer introductions, processes, metrics and relationship.
  • 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.
  • Understand and utilize New Flyer Core values as a guideline for conducting all New Flyer business within and external to New Flyer.
  • Work closely with Regional Director to adjust field plans while keeping customer current workload and future bids into account.
  • 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.
  • Write and submit detailed contact reports to document interactions with customer.
  • 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.
  • Maintain employee compliance with field service and customer processes to ensure a safe working environment within territory.
  • Resolve customer concerns quickly with reasonable and cost-effective solutions for both customer and New Flyer.
  • Will lead a cross functional service technician team as required to support vehicle from delivery through the life of the bus.
  • Manage work queues in Oracle OSVC and OSFC to achieve operational goals including retrofits and customer warranty claim processing.
  • Participate in new bids submissions with Customer Care Bids Team to ensure the right items are priced vs deviated, etc.
  • Maintain relationship with bus and parts sales teams to ensure clarity of customer concerns, relationship, and challenges.
  • Work closely with Regional Director(s) to ensure appropriate workload level and process improvements.
  • 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.
What you bring
engineering degree
mechanical systems
french
5+ years
travel
analytical

Ability to advance your career with a growing company.

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

Competitive Wages.

Paid Time Off

Ongoing employee development through a variety of in-house training initiatives along with tuition subsidies for courses at outside institutions.

Extended Health Benefits

A continuous learning environment.

Training + Development
Information not given or found
Company
Overview
80 Years
Experience
Operates with a heritage spanning eight decades in transportation solutions.
Thousands Employed
Workforce
Employs thousands of skilled workers across multiple facilities.
Thousands Delivered
Fleet
Delivered thousands of buses to various transit systems.
Millions Served
Ridership
Millions of people rely on its transportation services daily.
  • 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.
Culture + Values
  • Integrity
  • Dependability
  • Accountability
  • Passionate
  • Responsive
  • Decisive
  • Fair
  • Ethical
  • Citizenship
Environment + Sustainability
Net-Zero by 2050
Carbon Neutral Target
Aiming to achieve net-zero carbon emissions in communities through zero-emission bus deployment.
1.9k Zero-Emission Buses
Electric Bus Deployment
Delivered over 1,900 zero-emission buses across various cities and countries.
95% Material Recovery
Battery Recycling Efforts
Recycling pilot program recovered up to 95% of lithium-ion materials from end-of-life batteries.
$15M Investment
Manufacturing Expansion
Canadian government invested $15 million to increase zero-emission bus manufacturing capacity.
  • Targeting net-zero carbon communities by 2050 through zero-emission bus deployment (e.g., Miami-Dade plan)
  • Began battery recycling pilot converting 1,450 kg of end-of-life modules
  • Committed to CALSTART’s Drive to Zero pledge: zero-emission dominance for new heavy-duty vehicles by 2025, full new-sales zero-emission by 2040
  • Canadian government invested $15M to expand Winnipeg zero-emission bus manufacturing capacity by 240 units/year by 2027
Inclusion & Diversity
2022 Commitment
APTA Racial Equity
Committed to a five-principle roadmap focusing on racial equity, including demographic assessments and policy reviews.
  • Launched a Community Benefits Framework to enhance hiring of diverse, underserved, underrepresented, and disadvantaged individuals.
  • Developed the Anniston Workforce Development Program, focusing on local hiring, inclusion, engagement, and equity through the Employee Engagement Committee.
  • Implemented a zero-tolerance workplace discrimination policy, ensuring a safe and respectful environment with multi-channel employee engagement.
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