Customer Support Manager

at  Nova Bus

Customer Support Manager
Location:Saint-Eustache, Quebec, CA, J7R 5A5
Position Type: Professional
Are you looking for a new challenge with social, economic, and environmental impact? Would you like to give your career a boost and make a difference? To help shape the future of Nova Bus and contribute your experience and expertise to the electrification of transportation, join our team as a Customer Support Manager!

YOUR RESPONSABILITIES:

• Support the Market Quality Report (MQR) process to address repeat failures and control warranty costs by issuing reports and evaluating failure data
• Oversee activities of Service Technicians including troubleshooting, parts order, and part replacement
• Investigate root cause and develop countermeasures for repeat failures
• Analyze Mean Distance Between Failure data and issue reliability reports for the customer
• Support with fleet wide campaign activities
• Visit customer and company garages regularly to work with local teams and ensure technical resources required for field repairs are available
• Find viable commercial and technical solutions to ensure client satisfaction
• Act as liaison with Nova Bus internal teams to resolve customer issues
• Be on-call during weekends and evenings
• Safeguard organizational and personal information confidentially
• Respect and enforce the policies, rules and values of the company
• Foster teamwork and improved communication
• Develop personal and professional skills

WHAT YOU NEED:

• 5 to 10 years of hands on and technical experience in the automotive industry
• Preferably a Bachelor’s degree in electrical, electrical technology, mechanical or electromechanical engineering, or other relevant professional experience
• Successful team member with excellent interpersonal skills and ability to communicate globally across all levels of the organization, and with customers and other stakeholders
• Excellent analytical skills, strong customer focus and a positive attitude are key requirements.
• Independence and resourcefulness
• Confident and effective decision-maker
• Proven presentation skills
• Strong facilitation and conflict resolution skills
• Advanced knowledge of the Microsoft Office suite, specifically Powerpoint and Excel
• Bilingual, is not required but an asset
• Must be located in the region of Ottawa
• Frequent travel to local customer and company facilities
• Occasional travel to suppliers and factory
  At Nova Bus, we welcome you just as you are! We encourage diversity in all its forms and are committed to fostering an inclusive work environment that respects all differences.
  By submitting your application, you consent to Nova Bus collecting and processing your personal data for evaluation purposes as part of our selection and hiring process until the recruitment process is completed, and twelve (12) months thereafter. You have the right to withdraw your consent at any time and it will be your responsibility to notify us.
  Nova Bus thanks those who express an interest by submitting an application. However, only successful candidates will be contacted.
  Nova Bus, a Volvo Group company, is one of North America’s leading providers of sustainable transit solutions. Our team of over 1,500 employees in three plants (Saint-Eustache and Saint-François-du-Lac in Quebec and Plattsburgh in New York State) works in partnership with some of the largest transit authorities in Canada and the United States. Are you looking for a new challenge with a social, economic and environmental impact? Would you like to boost your career and make a difference? Take part in the electrification of transportation by joining our team!

Please refer the Job description for details