Leads regional customer service operations for transit bus clients, managing cross-functional service teams, warranty execution, staffing, facilities, customer relationships, scorecards, commercial opportunities, bids, and process improvements. Oversees regional service managers and customer support activities while coordinating with production, quality, sales, and other regional leaders. Requires extensive transit industry experience, strong knowledge of vehicle mechanical and electrical systems, customer service expertise, analytical ability, and regular travel.
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 are 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
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