Regional Director, US Central Region

New Flyer; Crookston (MN); Remote; USD 115,000 - 150,000; Full time

Benefits offered by this job

Benefits starting Day One

Health, dental, and vision coverage

401K with Company Match

Paid holidays

Paid time off

Job summary

New Flyer is seeking a Regional Service Program Manager to lead a cross-functional service team and improve customer focus across Central U.S. regions. The role emphasizes rapid issue resolution, warranty adherence, and proactive resource planning with field teams and facilities.

You will maintain customer relationships, develop scorecards, and collaborate with CPM/Production/Quality to ensure service excellence. This remote, Central U.S.-based position offers competitive pay and benefits.

Qualifications

• Engineering or Business degree preferred.
• 2-year technical college minimum or equivalent experience.
• Minimum 7 years' experience in transit or applicable industry.
• Proficient in mechanical/electrical systems of transit vehicle.
• Advanced verbal and written communication and MS Office skills.

Responsibilities

• Lead a cross-functional service team to resolve customer issues (aim for 90% resolution without escalation).
• Meet with customers face-to-face and via phone/email; host regular customer calls.
• Execute warranty obligations and identify Good Will opportunities.
• Monitor and adjust manpower plans across field techs, facilities, and RPSMs.
• Develop, distribute customer scorecards and metrics using iWarranty.
• Identify, develop and execute commercial opportunities inside or outside NF Service Facilities.
• Prepare new SRs for customer introductions and processes.

Skills

Customer service

Analytical skills

MS Office

Communication

Self-motivated

Safety-focused

Education

Engineering or Business degree

2-year technical college

Job description

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. Further information is available at www.newflyer.com.

Location: Remote - Central United States. This role is designated for the Central U.S. region and primarily supports leaders and operations in that area. Candidates residing within the Central United States are strongly preferred.

POSITION SUMMARY

To improve the customer relationship, the position will increase customer focus and contact and ensure the right priorities are being worked at the right time. Create a main conduit and focus of support for regions and to further facilitate regional support and appropriate movement of resources within and outside of regions.

WHAT YOU WILL DO:

• Will lead a cross functional service team of professionals (namely RPSMs, LCMs, Field Techs, Service Facilities) responsible to support the customer with the objective of ensuring that 90% of all customer issues are quickly resolved without escalation
• Continuously meeting with customers face to face and over phone/email in addition to hosting customer calls with regular frequency
• Execute warranty obligations and highlight any Good Will opportunities (ensure non-warranty items are highlighted with customer/NF)
• Continuously monitor and adjust manpower plans (Field Tech's, Facilities, RPSMs, etc.) while taking customer workload, future bids, etc. into account
• Lead and provide direct oversight to RPSMs and LCMs and any Facility management. This includes being responsible for their general well-being and offering support.
• Responsible for the development, creation, and distribution of the customer scorecards and metrics (financial, FSAR, RO completions, Warranty claim resolution, daily bus down if applicable, shop/facility, and possible contractor metrics) utilizing iWarranty to its fullest extent
• Responsible for the identification, development, and execution of validated and approved commercial opportunities whether inside NF Service Facilities or elsewhere
• Ensure new SRs is appropriately prepared for with respect to customer introductions/process/people/metrics/relationships/etc.
• Continuously improve processes with customer while continuously improving processes for field staff utilizing iWarranty to its fullest extent
• Participate in new bids submissions with Wpg Team to ensure the right items are priced vs deviated, etc.
• Manage the RPSM's who accept buses promptly, administer our warranty, implement product problem resolutions, gather product data and maintain close relationships with our customers and manage their properties to maintain customer satisfaction.
• During the production and acceptance process, work closely with CPM/Production/Quality to ensure NF Team calibration and appropriate feedback.
• Maintain relationship with bus and parts sales groups to ensure clarity of customer concerns/relationships/challenges/etc.
• Work closely with Service Director and other Regional Directors to ensure appropriate work load level and process improvements
• Other duties as assigned

WHAT YOU NEED TO BE SUCCESSFUL:

• Engineering or Business degree/diploma preferred
• 2-year Technical College at minimum or equivalent experience
• Customer Service Experience necessity
• Minimum 7 years' experience in transit or applicable industry
• Proficient in all mechanical/electrical systems of transit vehicle
• Customer service experience
• Analytical skills
• Proficient in MS Office software products
• Self-motivated
• Safety Focused
• Advanced verbal and oral communication skills
• Must be able to work unsupervised

*Travel is required for this position*

WHY JOIN OUR TEAM:

• Benefits Starting Day One of Employment!
• Health, dental, and vision coverage
• Employee Assistance Program
• Paid holidays
• Paid time off
• Respectful Workplace
• Competitive wages
• Ongoing training and development through a variety of initiatives
• 401K with Company Match

Pay Range: $115,000 - $150,000