Customer Support Manager

Overview 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 Engineering. 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 For an overview of all the career opportunities we offer, visit 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 By applying for this position, you also have the opportunity to join the Volvo Group. Every day, around the world, our trucks, buses, engines, construction equipment, financial services, and solutions make modern life possible. Nearly 100,000 employees are empowered to shape the future landscape of safe, efficient, and sustainable transport solutions. Fulfilling our mission creates countless career opportunities for sharp, passionate talents within the Group’s leading brands and entities. Performance | Trust | Customer Success | Change | Passion #NOVA02 #J-18808-Ljbffr