Regional Product Support Manager

MCI/New Flyer Ontario, Canada
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POSITION SUMMARY 

Responsible for the overall customer service support for an assigned territory. Ensuring customer satisfaction through proper planning and implementation of a support plan which includes resources to achieve company objectives. This includes acceptance of vehicles, warranty review, retrofit completion and ensuring company policies are closely adhered to.

WHY JOIN OUR TEAM:

  • Motor Coach Industries is Reliability Driven - we value safety, high quality products and employee engagement in everything we do

  • NFI Group has been named a Manitoba Top Employer ten times since the competition was established in 2007.

  • Competitive wages

  • A continuous learning environment

  • Ability to advance your career with a growing company

  • Job Stability

  • Respectful Workplace

  • Safety is our top priority

  • Company Paid Benefits:

    • Employee Assistance Program (EAP)

    • Core Benefit Plan (Health, Dental, & Vision) - Effective Day 1 of Employment!

      • Optional Buy-Up Plan

  • Heath Spending Account (HSA)

  • Disability Insurance

  • Personal Protective Equipment (PPE)

  • 11 Paid STAT Holidays

WHAT YOU WILL DO:

  • Maintain employee compliance with field service and customer processes to ensure a safe working environment within territory.
  • Understand and utilize MCI/New Flyer Core values as a guideline for conducting all MCI/New Flyer business within and external to MCI/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 MCI/New Flyer 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

Annual Salary Range: $100,000 - $120,000

WHAT YOU NEED TO BE SUCCESSFUL:

  • Engineering or Business degree/diploma preferred.
  • 2-year Technical College at minimum or equivalent experience
  • 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

 

OUR WHY: 

We exist to move people. Our mission is to design and deliver exceptional transportation solutions that are safe, accessible, e­fficient and reliable.

NFI Group is a leading independent global bus manufacturer providing a comprehensive suite of mass transportation solutions.  News and information are available at www.nfigroup.com, www.newflyer.com, www.mcicoach.com, www.arbocsv.com, www.alexander-dennis.com, www.carfaircomposites.com and www.nfi.parts.

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