Customer Support Manager - Calgary

AB Volvo; Calgary; On-site; CAD 80,000 - 100,000; Full time

Job summary

A leading vehicle manufacturer in Calgary is seeking a Customer Support Manager to provide technical guidance and support to clients, particularly in electric and hybrid vehicles. This role involves overseeing technicians, addressing issues, and fostering strong customer relationships. Ideal candidates will have extensive technical experience, preferably with electric buses, and strong analytical skills. The position offers competitive compensation and a focus on sustainable transportation.

Benefits

Competitive salary and benefits package

Generous vacation policy

Opportunity to work on high-impact projects

Qualifications

• 5 to 10 years of hands-on technical experience in the commercial automotive or commercial vehicle industry.
• Experience with electric or hybrid buses preferred.
• Strong customer focus and positive attitude.

Responsibilities

• Support the Market Quality Report process to address repeat failures.
• Oversee activities of Service Technicians.
• Investigate root causes and develop countermeasures for recurring issues.

Skills

Technical experience in commercial automotive

Customer support skills

Ability to travel frequently

Analytical skills

Bilingual in English and French

Proficiency in Microsoft 365 Apps

Education

Bachelor’s degree in Engineering or equivalent

Tools

CAN bus diagnostic tools

Vector datalogger

Job description

Customer Support Manager - Calgary Are you looking for a new challenge with social, economic, and environmental impact? Do you want to boost your career and make a difference? Take part in the electrification of transportation by joining the team!

In this exciting role, you will provide technical guidance, commercial support, and assistance to internal and external customers to ensure satisfaction with vehicle performance, particularly electric and hybrid platforms. This role requires building strong relationships across all levels within customer organizations and acting as a key liaison between customers and Nova Bus technical teams.

Your Responsibilities

• Support the Market Quality Report (MQR) process to address repeat failures and control warranty costs by issuing comprehensive reports and evaluating failure data
• Oversee activities of Service Technicians, including troubleshooting, parts ordering, and part replacement on Nova Bus vehicles
• Investigate root causes and develop countermeasures for recurring issues
• Support fleet‑wide campaign activities for Nova Bus vehicles
• Visit customer and company garages regularly to work with local teams and ensure required technical resources are available for field repairs
• Find viable commercial and technical solutions to ensure client satisfaction
• Act as the primary liaison with Nova Bus internal teams to resolve customer issues quickly and efficiently
• Safeguard organizational and personal information confidentially
• Respect and enforce company policies, processes, and core values
• Foster teamwork and promote clear communication
• Develop both personal and professional skills continuously

What We Offer

• Competitive salary and benefits package
• Generous vacation policy, insurance, and group RRSP plan
• The opportunity to work on large‑scale, high‑impact projects
• A meaningful role contributing to sustainable transportation
• A collaborative, innovative, and future‑focused team

What You Need

• 5 to 10 years of hands‑on technical experience in the commercial automotive or commercial vehicle industry (experience with electric or hybrid buses strongly preferred)
• Preferred but not mandatory: Bachelor’s degree in Electrical, Mechanical, Electromechanical Engineering, or System Engineer. Relevant technical experience will also be considered
• Experience working with Nova Bus vehicles or other heavy‑duty transit fleets is a strong asset
• Experience supporting customers in the field, dealing with technical issues, warranty cases, and service campaigns
• Frequent travel to local customers and company facilities required, occasional travel to suppliers and factory
• Ability to speak, read, and write English fluently; bilingual in French is an asset
• Knowledge of commercial electric vehicles and vehicle system communications (CAN bus, J1939, diagnostic tools, Vector datalogger, CAN bus analysis)
• Familiarity with BAE Systems or similar EV propulsion/battery systems is an asset.
• Understanding of Nova Bus electric and hybrid vehicle platforms, including high‑voltage systems and drivetrain components.
• Strong analytical skills with the ability to interpret performance data and failure trends.
• Proficient with Microsoft 365 Apps.
• Successful team member with excellent communication skills across all levels of the organization and with customers/stakeholders.
• Strong customer focus and positive attitude.
• Independence, resourcefulness, and confidence in decision‑making.
• Proven presentation, facilitation, and conflict‑resolution skills.
• Ability to quickly understand customer needs and deliver solutions that balance technical and commercial aspects.

Apply Now!

For an overview of all the career opportunities we offer, visit www.novabus.com.

At Nova Bus, we welcome you as you are! We embrace diversity in all its forms and are committed to fostering an inclusive and respectful workplace environment for everyone.

We thank all applicants for their interest in joining Nova Bus. However, only those selected for an interview will be contacted.