Customer Support Manager

6 months ago


Ottawa, Canada Nova Bus, Volvo Group Full time

Are you looking for a new challenge with social, economic, and environmental impact? Would you like to give your career a boost and make a difference? To help shape the future of Nova Bus and contribute your experience and expertise to the electrification of transportation, join our team as a **Customer Support Manager**

**WHAT TO EXPECT**:
The Customer Support Manager provides advice and assistance to internal/external customers to ensure satisfaction with regard to vehicle performance

Develop and maintain strong relationships across all levels within the customer organization

**YOUR RESPONSABILITIES**:

- Support the Market Quality Report (MQR) process to address repeat failures and control warranty costs by issuing reports and evaluating failure data
- Oversee activities of Service Technicians including troubleshooting, parts order, and part replacement
- Investigate root cause and develop countermeasures for repeat failures
- Analyze Mean Distance Between Failure data and issue reliability reports for the customer
- Support with fleet wide campaign activities
- Visit customer and company garages regularly to work with local teams and ensure technical resources required for field repairs are available
- Find viable commercial and technical solutions to ensure client satisfaction
- Act as liaison with Nova Bus internal teams to resolve customer issues
- Be on-call during weekends and evenings
- Safeguard organizational and personal information confidentially
- Respect and enforce the policies, rules and values of the company
- Foster teamwork and improved communication
- Develop personal and professional skills

**YOUR BENEFITS**:

- Competitive salary, benefits and generous vacation policy ;
- Compagny recognized for the quality of its product
- 2 weeks paid vacation during the holiday season
- RRSP with up to 7% employer contribution
- Flexible work schedule
- 100% telework

**WHAT YOU NEED**:

- 5 to 10 years of hands on and technical experience in the automotive industry
- Preferably a Bachelor’s degree in electrical, electrical technology, mechanical or electromechanical engineering, or other relevant professional experience
- Successful team member with excellent interpersonal skills and ability to communicate globally across all levels of the organization, and with customers and other stakeholders
- Excellent analytical skills, strong customer focus and a positive attitude are key requirements.
- Independence and resourcefulness
- Confident and effective decision-maker
- Proven presentation skills
- Strong facilitation and conflict resolution skills
- Advanced knowledge of the Microsoft Office suite, specifically Powerpoint and
- Excel Bilingual, is not required but an asset
- Must be located in the region of Ottawa
- Frequent travel to local customer and company facilities
- Occasional travel to suppliers and factory

**Performance | Trust |Customer success |Change |Passion**

**Job Types**: Full-time, Permanent

**Benefits**:

- Company car
- Company events
- Company pension
- Dental care
- Disability insurance
- Employee assistance program
- Extended health care
- Flexible schedule
- Language training provided
- Life insurance
- Paid time off
- Vision care
- Wellness program
- Work from home

Schedule:

- 8 hour shift
- Monday to Friday
- Weekends as needed

Work Location: On the road



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