Customer Support Manager

Are you looking for a new challenge with social, economic, and environmental impact? Do you want to boost your career and make a difference? Take part in the electrification of transportation by joining the team as a **Customer Support Manager - Toronto**

**WHAT AWAITS YOU**:
As a Customer Support Manager, you will provide technical guidance, commercial support, and ongoing assistance to both internal and external customers to ensure their satisfaction with vehicle performance, with a strong focus on electric and hybrid platforms. You will build and maintain strong relationships at all levels within customer organizations and will act as a key liaison between customers and Nova Bus’ technical teams, ensuring clear communication, timely issue resolution, and a high level of customer confidence in the products.

**YOUR RESPONSIBILITIES**:

- Support the Market Quality Report (MQR) process to address repeat failures and control warranty costs by issuing comprehensive reports and evaluating failure data
- Oversee activities of Service Technicians, including troubleshooting, parts ordering, and part replacement on Nova Bus vehicles
- Investigate root causes and develop countermeasures for recurring issues
- Support fleet-wide campaign activities for Nova Bus vehicles
- Frequent travel to local customers and company facilities required, occasional travel to suppliers and factory
- Visit customer and company garages regularly to work with local teams and ensure required technical resources are available for field repairs
- Find viable commercial and technical solutions to ensure client satisfaction
- Act as the primary liaison with Nova Bus internal teams to resolve customer issues quickly and efficiently
- Safeguard organizational and personal information confidentially
- Respect and enforce company policies, processes, and core values
- Foster teamwork and promote clear communication
- Develop both personal and professional skills continuously

**WHAT WE OFFER**:

- Competitive salary and benefits package
- Generous vacation policy, insurance, and group RRSP plan
- The opportunity to work on large-scale, high-impact projects
- A meaningful role contributing to sustainable transportation
- A collaborative, innovative, and future-focused team

**WHAT YOU NEED**:

- 5 to 10 years of hands-on technical experience in the commercial automotive or commercial vehicle industry (experience with electric or hybrid buses strongly preferred)
- Preferred but not mandatory: Bachelor’s degree in Electrical, Mechanical, Electromechanical Engineering, or System Engineer. Relevant technical experience will also be considered
- Experience working with Nova Bus vehicles or other heavy-duty transit fleets is a strong asset
- Experience supporting customers in the field, dealing with technical issues, warranty cases, and service campaigns
- Ability to speak, read, and write English fluently; bilingual in French is an asset
- Knowledge of commercial electric vehicles and vehicle system communications (CAN bus, J1939, diagnostic tools, Vector datalogger, CAN bus analysis)
- Familiarity with BAE Systems or similar EV propulsion/battery systems is an asset
- Understanding of Nova Bus electric and hybrid vehicle platforms, including high-voltage systems and drivetrain components
- Strong analytical skills with the ability to interpret performance data and failure trends
- Proficient with Microsoft 365 Apps

**APPLY NOW **
- At Nova Bus, we welcome you as you are We embrace diversity in all its forms and are committed to fostering an inclusive and respectful workplace environment for everyone._
- We thank all applicants for their interest in joining Nova Bus. However, only those selected for an interview will be contacted._

Nova Bus, a member of the Volvo Group, is one of North America’s leading providers of sustainable public transit solutions. Our team of over 900 employees, across two plants in Quebec (Saint-Eustache and Saint-François-du-Lac), partners with some of Canada’s largest transit authorities. Are you looking for a new challenge with social, economic, and environmental impact? Do you want to accelerate your career and truly make a difference? Join our team and be part of the electrification of transportation

**Performance | Trust | Customer Success | Change | Passion**

NOVA02