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Technical Services Engineer
3 months ago
CB Canada is a prominent player in the heavy-duty transit bus sector, recognized for its innovative product offerings under the Xcelsior and Xcelsior CHARGE brands. The company also provides essential infrastructure development through NFI Infrastructure SolutionsTM, focusing on safe and sustainable mobility solutions.
POSITION OVERVIEW
The Technical Services Specialist plays a crucial role in delivering engineering-related technical assistance to our clients, suppliers, and Regional Product Support Managers. Responsibilities encompass the investigation of product field issues pertaining to programming and electrical systems, identifying root causes, and implementing corrective actions for product-related challenges. Collaboration with service teams, various departments, and suppliers is essential. This role also involves documenting and disseminating instructions for retrofits and providing general support to field personnel.
KEY RESPONSIBILITIES:
- Advise on solutions for issues raised by field staff or customers.
- Assign Risk Priority numbers to Field Service Action Reports (FSAR) to prioritize issues and manage workloads effectively.
- Conduct investigations, document findings, and issue instructions for retrofits.
- Identify and resolve product issues of varying complexity in collaboration with relevant departments and suppliers, including issuing corrective action notices.
- Create clear service instructions or bulletins for field technicians to facilitate repairs, which may involve fieldwork to ascertain root causes.
- Respond to inquiries from internal and external customers, taking appropriate actions to resolve concerns.
- Provide updated information to the Technical Publications department for manuals and suggest improvements.
- Maintain current knowledge of all relevant vehicle systems to ensure comprehensive support from the technical services group.
- Effectively resolve customer complaints in a timely manner.
- Coordinate tasks to meet deadlines while considering supplier and customer timelines.
- Assist in controlled testing of components and installations to ensure compliance with contractual obligations and product reliability.
- Undertake special assignments as needed.
QUALIFICATIONS FOR SUCCESS:
- Bachelor of Science in Engineering (P. Eng or EIT), Diploma in Engineering Technology (CET), or equivalent experience.
- Background in engineering.
- Experience in customer service.
- Demonstrated leadership abilities.
- Strong problem-solving skills.
- Highly technical aptitude.
- Excellent organizational skills.
- Self-motivated with a proactive approach.
- Exceptional interpersonal skills and a professional demeanor in customer service.
- Analytical thinker with a proven ability to identify and enhance processes.
- Strong time management skills with the capacity to handle multiple priorities in a dynamic environment.
- Proficient in MS Office Suite (Excel, Word, Outlook, PowerPoint, and Teams).
- Willingness to travel up to 10%.
OUR MISSION:
We are dedicated to enhancing mobility. Our goal is to design and deliver outstanding transportation solutions that are safe, accessible, efficient, and reliable.
CB Canada is a leading independent global bus manufacturer, offering a comprehensive range of mass transportation solutions.
