Regional Product Support Manager - Manitoba, Saskatchewan, Alberta

at  NFI Group Inc

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.

POSITION SUMMARY:

Responsible for overall service management of 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 customers 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.