Customer Support Manager - Toronto

Nova Bus; Saint-Eustache; On-site; CAD 90,000 - 120,000; Full time

Benefits offered by this job

Highly competitive salary and benefits

Very generous holiday policy

Large-scale projects

Stimulating position

Job summary

Nova Bus, a Volvo Group company, is seeking a Customer Support Manager for Toronto to lead technical and commercial support for clients and coordinate with engineering teams on electric and hybrid buses.

You will supervise service technicians, analyze failures, and manage warranty costs while building strong client relationships and ensuring customer satisfaction. Occasional travel and fluent English are required.

Qualifications

• 5–10 years of practical technical experience in the commercial vehicle or automotive industry.
• Fluent English; French bilingualism is an asset.
• Excellent team player with strong communication skills.
• Autonomy, resourcefulness and decision-making confidence.
• Experience with Nova Bus vehicles or large public transport fleets is a plus.
• Experience in field customer support, including handling technical issues and service campaigns.

Responsibilities

• Support the MQR process to address recurring failures and control warranty costs, including reports and data analysis.
• Supervise service technicians, diagnose problems, order parts and perform repairs on Nova Bus vehicles.
• Investigate root causes and develop corrective actions for recurring problems.
• Support fleet-wide service campaigns for Nova Bus vehicles.
• Visit customers' garages regularly to ensure technical resources are available for on-site repairs.
• Find technical and commercial solutions to ensure customer satisfaction.
• Act as the primary intermediary with Nova Bus internal teams to resolve issues quickly and efficiently.
• Protect confidential information and enforce company policies and values.
• Promote teamwork and clear communication; continuously develop skills.

Skills

Customer support

Technical support

Communication skills

English fluency

French language

Education

Engineering degree

Tools

CAN bus tools

Vector data recorder

CAN bus analysis software

Microsoft 365

Diagnostic tools

Job description

Join a team where your work has a real impact. At Nova Bus, we're pushing the boundaries of sustainable public transportation by developing innovative solutions that shape the cities of tomorrow.

You will thrive in a collaborative, stimulating and constantly evolving environment, where your ideas, expertise and contribution will make a real difference.

The bus is moving, move forward with us as a Customer Support Manager – Toronto (Permanent)!

In this challenging role, you will be responsible for providing technical and commercial support, as well as personalized assistance, to internal and external clients to ensure their satisfaction and the optimal performance of their vehicles, particularly electric and hybrid models. You will develop and maintain strong business relationships with various stakeholders within client organizations and act as a primary point of contact between clients and the Nova Bus technical teams.

YOUR RESPONSIBILITIES ON BOARD:

• Support the Market Quality Report (MQR) process to address recurring failures and control warranty costs, including producing detailed reports and analyzing failure data
• Supervise the activities of service technicians, including diagnosing problems, ordering parts and replacing them on Nova Bus vehicles
• Investigate the root causes and develop corrective measures for recurring problems
• Supporting fleet-wide service campaigns for Nova Bus vehicles
• Visit customers' garages regularly to ensure that the necessary technical resources are available for on-site repairs
• To find appropriate technical and commercial solutions to ensure customer satisfaction
• Acting as the primary intermediary with Nova Bus's internal teams to resolve customer issues quickly and efficiently
• Protect organizational and personal information confidentially
• Respect and enforce company policies, processes and values
• Promote teamwork and encourage clear communication
• Continuously develop your skills, both personally and professionally

THE ADVANTAGES OF THE JOURNEY:

• Highly competitive salary and benefits
• Very generous holiday policy
• An exceptional opportunity to take part in large-scale projects
• A stimulating position, perfect if you love challenges!
• 5 to 10 years of practical technical experience in the commercial vehicle or automotive industry (experience with electric or hybrid buses highly desirable)
• Preferred but not required: University degree in electrical, mechanical, electromechanical, or systems engineering. Relevant technical experience will also be considered
• Experience with Nova Bus vehicles or with large public transport fleets is a significant asset
• Experience in field customer support, including handling technical issues, warranty claims, and service campaigns
• Frequent travel required to local clients and company facilities; occasional travel to suppliers or the factory
• Ability to speak, read, and write fluent English; French bilingualism is an asset

Technical skills:

• Knowledge of commercial electric vehicles and vehicle communication systems (CAN bus, J1939, diagnostic tools, Vector data recorder, CAN bus analysis software)
• Familiarity with BAE systems or similar electric vehicle propulsion/battery systems is an asset
• Understanding of Nova Bus's electric and hybrid platforms, including high-voltage systems and powertrain components
• Strong analytical skills with the ability to interpret performance data and failure trends
• Good command of the Microsoft 365 suite

Interpersonal and professional skills:

• Excellent team player with strong communication skills, both internally and with clients and partners
• Strong sense of customer service and positive attitude
• Autonomy, resourcefulness and confidence in decision-making
• Demonstrated skills in presentation, facilitation and conflict resolution
• Ability to quickly understand customer needs and propose solutions that balance technical and commercial aspects

At Nova Bus, we welcome you as you are! We encourage diversity in all its forms and are committed to fostering an inclusive work environment that respects all differences.

Nova Bus thanks all those who have expressed interest by submitting an application. However, only those whose applications are shortlisted will be contacted.

Nova Bus , a Volvo Group company, is one of North America's leading providers of sustainable public transportation solutions. Our team of over 900 employees at two plants (Saint-Eustache and Saint-François-du-Lac, Quebec) partners with some of Canada's largest public transit companies. Are you looking for a new challenge with a social, economic, and environmental impact? Do you want to boost your career and make a difference? Be part of the electrification of transportation by joining our team!

By applying for this job, you have the opportunity to join the Volvo Group . Every day, around the world, our trucks, buses, engines, construction equipment, financial services, and solutions make modern life possible. We are nearly 100,000 people empowered to shape the future landscape of efficient, safe, and sustainable transport solutions. Fulfilling our mission creates countless career opportunities for bright, passionate talent across the Group's leading brands and entities.