Regional Product Support Manager

6 months ago

Winnipeg, Canada NFI Group Inc. Full time

**New Flyer** is North America's heavy-duty transit bus leader and offers the most advanced product line under the Xcelsior® and Xcelsior CHARGE® brands. It also offers infrastructure development through NFI Infrastructure Solutions, a service dedicated to providing safe, sustainable, and reliable charging and mobility solutions.

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Responsible for overall service management of 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.

**WHAT YOU WILL DO**:

- 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.
- 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.
- 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.
- Will lead a cross functional service technician team as required to support vehicle from delivery through the life of the bus.
- Ensure New customer orders are properly launched with focus on customer introductions, processes, metrics and relationship.
- Work closely with Regional Director to adjust field plans while keeping customer current workload and future bids into account.
- Schedule and maintain meeting architecture with customer to ensure all issues are addressed in a timely manner.
- Write and submit detailed contact reports to document interactions with customer.
- Manage work queues in Oracle OSVC and OSFC to achieve operational goals including retrofits and customer warranty claim processing.
- Resolve customer concerns quickly with reasonable and cost-effective solutions for both customer and New Flyer.
- 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.
- 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.
- 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 & safety programs.
- Other duties as assigned.

**WHY YOU WILL NEED TO SUCCEED**:

- Engineering or Business degree/diploma preferred.
- 2-year Technical College at minimum or equivalent experience.
- Minimum 5 years’ experience in transit or applicable Industry.
- Proficient in all mechanical/electrical systems of transit vehicle.
- Customer Service experience. (customer facing)
- Analytical skills

**WHY JOIN OUR TEAM**:

- Competitive Wages.
- A continuous learning environment.
- Ability to advance your career with a growing company.
- NFI Group has been named a Manitoba Top Employer for 2020 and this is the tenth time since the competition was established in 2007.
- Employee social committee organizes numerous events throughout the year, including summer barbecues, holiday festivities, sporting events and tournaments, and much more.
- Ongoing employee development through a variety of in-house training initiatives along with tuition subsidies for courses at outside institutions.

**OUR WHY**:

- We exist to move people. Our mission is to design and deliver exceptional transportation solutions that are safe, accessible, efficient and reliable.

**NFI Group** is a leading independent global bus manufacturer providing a comprehensive suite of mass transportation solutions.

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