Life Cycle Management Specialist

1 week ago

Ottawa, Ontario, Canada New Flyer Full time
Job Summary

This is a high-visibility position that will provide oversight and drive customer success and New Flyer's profitability through a successful customer/New Flyer partnership. The Life Cycle Manager will drive agreed-upon customer programs and product initiatives, working closely with both internal and external groups.

Key Responsibilities
  • Customer Partnership Development: Create and manage a customer playbook to manage and advertise program objectives, plans, program measurements, reporting, A3, and open services issues.
  • Program Oversight: Oversee and assist New Flyer owners to ensure tasks are being completed on time.
  • Customer Relationship Building: Become embedded within all facets of the Customer's Organization, build a strong customer relationship/partnership while supporting the contractual requirements.
  • Program Metrics and Targets: Be the central repository for Program Metrics and Targets, which are jointly established by New Flyer and the Customer.
  • Customer Onsite Visits: Customer onsite visits (frequency and duration) need to be matched with the customers/program's strategies.
  • Bus Fleet Management: Among other potentially mutually agreeable metrics, LCM will manage the MDBF and OOS data. In addition to vehicle health, data will be used by LCM to ensure appropriate countermeasures (may or may not be under warranty) are being taken to improve reliability and bus availability.
  • Meeting Architecture: Calibrate and capture the meeting architecture between New Flyer and Customer and add/subtract as necessary (as part of the playbook).
  • Retrofits and Commercial Opportunities: Support RPSM and other Service staff to assess and plan future retrofits (and warranty) and potential commercial opportunities (also work with New Flyer Service Centers or NF Assigned Contractors or NF Service Tech's).
  • Sales and Bids Support: Enlist and facilitate sales/bids support for new buses, parts, service, or other procurements.
  • Fleet Data Access: With customer approval, co-ordinate NF access to fleet data and other appropriate customer systems (configuration, maintenance, reliability, op cost, etc.).
  • Business and Technical Studies: Coordinate business/technical studies for customer (life cycle cost, fuel consumption, fleet renewal options,...) in anticipation of potential future opportunities (NF Connect, eLearning, etc.).
  • Process Improvement: Develop a comprehensive understanding of the NF and customer business processes through the Life-cycle of the bus.
  • Proposal Development: Develop proposals to improve mutual business processes and increase value-added services for customer.
Requirements
  • Education: Post Secondary or applicable technical diploma.
  • Experience: Minimum 3-5 years experience in transit or related industry.
  • Customer Service Experience: Customer Service Experience.
  • Analytical Software: Experienced in analytical software and standards MS office product.
  • Communication Skills: Effective written and oral communication skills.
  • Engineering Concepts: Ability to understand and communicate engineering concepts.
  • Critical Thinking: Advanced critical thinking and problem-solving ability.
  • Attention to Detail: Strong attention to detail.
  • Travel: 5% travel dependent on specific project responsibilities.

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