Regional Product Support Manager (Boston)

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. It also offers infrastructure development through NFI Infrastructure Solutions™, a service dedicated to providing safe, sustainable, and reliable charging and mobility solutions. Further information is available at www.newflyer.com. 

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.

WHAT YOU WILL DO:

• 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.
• Other duties as assigned
• Travel Required

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

WHY JOIN OUR TEAM:

• 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.

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.com