Note: The job is a remote job and is open to candidates in USA. New Flyer is North America's heavy-duty transit bus leader and offers the most advanced product line under the Xcelsior® and Xcelsior CHARGE® brands. They are seeking a Regional Product Support Manager responsible for overall customer service support in the Eastern Region, ensuring customer satisfaction through effective planning and support implementation.
Responsibilities
- Maintain employee compliance with field service and customer processes to ensure a safe working environment within territory
- Understand and utilize New Flyer Core values as a guideline for conducting all New Flyer business within and external to New Flyer
- Assist customers in accepting new bus deliveries within 15 days of arrival onsite by repairing defects, expediting parts, and general liaison with the customer’s management team
- During the production and acceptance process, work closely with CPM/Production/Quality to ensure NF Team calibration and appropriate feedback, as well as provide updates in the formal AWIP call each week
- Will lead a cross functional service technician team as required to support vehicle from delivery through the life of the bus
- Ensure new customer orders are properly launched with focus on customer introductions, processes, metrics, and relationship
- Work closely with Regional Director to adjust field plans while keeping customer current workload and future bids into account
- Schedule and maintain meeting architecture with customer to ensure all issues are addressed in a timely manner
- Write and submit detailed contact reports to document interactions with customer
- Manage work queues in Oracle OSVC and OSFC to achieve operational goals, including retrofits and customer warranty claim processing
- Resolve customer concerns quickly with reasonable and cost-effective solutions for both customer and New Flyer
- Participate in new bids submissions with Customer Care Bids Team to ensure the right items are priced vs deviated, etc
- Maintain relationship with bus and parts sales teams to ensure clarity of customer concerns, relationship, and challenges
- Work closely with Regional Director(s) to ensure appropriate workload level and process improvements
- Responsible to ensure all key controls (ICFR Internal Controls) identified under their area of responsibility are designed and operating as outlined in the internal controls over financial reporting
- Ensure policies and processes are established and adhered to ensure goals and objectives for all regulatory and legal requirements are met including organizational quality, environmental, health & safety programs
- Responsible to ensure all key controls (ICFR Internal Controls) identified under their area of responsibility are designed and operating as outlined in the internal controls over financial reporting
- Ensure policies and processes are established and adhered to ensure goals and objectives for all regulatory and legal requirements are met including organizational quality, environmental, health & safety programs
- Other duties as assigned
- Required Travel
Skills
- Minimum 5 years' experience in transit or applicable Industry
- Proficient in all mechanical/electrical systems of transit vehicle
- Customer Service experience
- Analytical skills
- Proficient at MS Office software products
- Must be able to work unsupervised
- Self-Motivated
- Above average organizational skills with strong emphasis on program management
- Safety Focused
- Advanced verbal and oral communication skills
- Engineering or Business degree/diploma preferred
- 2-year Technical College at minimum or equivalent experience
Benefits
- Competitive Wages
- Benefits starting day one of employment
- Ongoing employee development through a variety of in-house training initiatives along with tuition subsidies for courses at outside institutions.
Company Overview