Regional Product Support Manager

Motor Coach Industries; Toronto; On-site; CAD 60,000 - 100,000; Full time

Job summary

An established industry player seeks a dedicated Customer Service Manager to oversee support for the Greater Toronto Area. This pivotal role involves ensuring customer satisfaction through efficient planning and execution of support strategies, leading a skilled team, and maintaining compliance with company standards. The ideal candidate will have a strong background in mechanical and electrical systems, along with exceptional customer service and analytical skills. Join a reliability-driven company that values safety and quality, offering competitive wages and opportunities for continuous learning and advancement.

Benefits

Health Care Benefits

Life Insurance

Opportunities for Career Advancement

Competitive Wages

Qualifications

• 5+ years in transit or applicable industry with strong mechanical/electrical knowledge.
• Customer service experience and strong analytical skills required.

Responsibilities

• Ensure customer satisfaction through effective planning and execution of support plans.
• Lead a cross-functional service technician team to support vehicle lifecycle.

Skills

Mechanical/Electrical Systems Knowledge

Customer Service

Analytical Skills

MS Office Proficiency

Program Management

Education

Engineering or Business Degree/Diploma

Technical College or Equivalent Experience

Tools

Oracle OSVC

Job description

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MCI is North America's public and private market motor coach leader. Products include the luxury J-Series (an industry best-seller for over a decade), the workhorse D-Series, and the brand new zero-emission luxury and commuter coaches: the battery-electric J4500 CHARGE and D45 CRT LE CHARGE. MCI also provides maintenance, repair, 24-hour roadside assistance, parts, and technician training through the industry's only Automotive Service Excellence (ASE) accredited MCI Academy. Further information is available at www.mcicoach.com.

POSITION SUMMARY

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.

WHAT YOU WILL DO:

1. Maintain employee compliance with field service and customer processes to ensure a safe working environment within the territory.
2. Understand and utilize MCI/New Flyer Core values as a guideline for conducting all business within and external to MCI/New Flyer.
3. Assist customers in accepting new bus deliveries within 15 days of arrival onsite by repairing defects, expediting parts, and liaising with the customer's management team.
4. Work closely with CPM/Production/Quality during the production and acceptance process to ensure calibration and provide feedback, as well as update in the formal AWIP call each week.
5. Lead a cross-functional service technician team as required to support vehicles from delivery through the bus's lifecycle.
6. Ensure new customer orders are properly launched, focusing on customer introductions, processes, metrics, and relationships.
7. Collaborate with the Regional Director to adjust field plans, considering customer workload and future bids.
8. Schedule and maintain meetings with customers to address issues promptly.
9. Write and submit detailed contact reports documenting interactions with customers.
10. Manage work queues in Oracle OSVC and OSFC to meet operational goals, including retrofits and warranty claims.
11. Resolve customer concerns quickly with reasonable, cost-effective solutions.
12. Participate in new bid submissions with the Customer Care Bids Team to ensure accurate pricing.
13. Maintain relationships with bus and parts sales teams to clarify customer concerns and challenges.
14. Work with Regional Directors to ensure appropriate workload and process improvements.
15. Ensure all key controls (ICFR Internal Controls) are designed and operating as outlined in internal controls over financial reporting.
16. Establish and adhere to policies and processes to meet regulatory and legal requirements, including quality, environmental, health & safety programs.
17. Perform other duties as assigned. Required travel.

*This position serves the Greater Toronto Area*

WHAT YOU NEED TO BE SUCCESSFUL:

• Engineering or Business degree/diploma preferred.
• Minimum 2-year Technical College or equivalent experience.
• At least 5 years' experience in transit or applicable industry.
• Proficient in mechanical/electrical systems of transit vehicles.
• Customer service experience.
• Strong analytical skills.
• Proficient in MS Office.
• Ability to work independently.
• Self-motivated with strong organizational skills, especially in program management.
• Safety-focused.
• Excellent verbal and oral communication skills.

WHY JOIN OUR TEAM:

• Reliability-driven company valuing safety, quality, and employee engagement.
• Named a Manitoba Top Employer ten times since 2007.
• Competitive wages.
• Opportunities for continuous learning and career advancement.
• Health care benefits, life insurance.

OUR WHY:

We exist to move people. Our mission is to design and deliver transportation solutions that are safe, accessible, efficient, and reliable.

NFI Group is a leading global bus manufacturer providing comprehensive mass transportation solutions. More information is available at www.nfigroup.com and related websites.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Management

Industries

• Motor Vehicle Manufacturing