Regional Product Support Manager (Washington State)

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.

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:

• 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.
• Required travel

*Must be able to commute within Washington State

WHAT YOU NEED TO BE SUCCESSFUL:

• Minimum 5 years’ experience in transit or applicable Industry.
• Proficient in all mechanical/electrical systems of transit vehicle.
• Customer Service experience.
• Analytical skills.
• Engineering or Business degree/diploma preferred.
• 2-year Technical College at minimum or equivalent experience.

WHY JOIN OUR TEAM:

• Competitive Wages.
• A continuous learning environment.
• Ability to advance your career with a growing company.
• Employee social committee organizes numerous events throughout the year, including summer barbecues, holiday festivities, sporting events and tournaments, and much more.
• Ongoing employee development through a variety of in-house training initiatives along with tuition subsidies for courses at outside institutions.

OUR WHY: 

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

NFI Group is a leading independent global bus manufacturer providing a comprehensive suite of mass transportation solutions.  News and information are available at www.nfigroup.com, www.newflyer.com, www.mcicoach.com, www.arbocsv.com, www.alexander-dennis.com, www.carfaircomposites.com and www.nfi.parts.