Customer Support Manager
7 days ago
We are seeking a highly skilled Customer Support Manager to join our team at Nova Bus. As a key member of our organization, you will be responsible for providing expert advice and assistance to internal and external customers to ensure satisfaction with regard to vehicle performance.
Key Responsibilities- 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 ordering, 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 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.
- 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.
- 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.
Nova Bus is a leading provider of sustainable transit solutions in North America. Our team of over 1,500 employees works in partnership with some of the largest transit authorities in Canada and the United States. We are committed to driving the transition to sustainable and safe transport, mobility, and infrastructure solutions toward a net-zero society.
As a member of our team, you will have the opportunity to work with some of the world's most iconic brands and be part of a global and leading industrial company that is harnessing automated driving, electromobility, and connectivity.
Our people are passionate about what they do, they aim for high performance, and thrive on teamwork and learning. Everyday life at Nova Bus is defined by a climate of support, care, and mutual respect.
If you aspire to grow and make an impact, join us on our journey to create a better and more resilient society for the coming generations.
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