New Flyer is North America's largest transit bus manufacturer and EV leader, and a subsidiary of NFI Group.
Regional Product Support Manager – Eastern Region
Location
North Carolina + 1 moreAll locations: North Carolina | South Carolina
Posted
2 days ago
Salary
0
Seniority
Senior
Job Description
Regional Product Support Manager – Eastern Region
New Flyer
• 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. • 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.
Job Requirements
- 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
Benefits
- 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.
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