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
Enhance customer relationships by intensifying customer engagement and ensuring timely prioritization of tasks. Create a main conduit and focus of support for RPSM territories and to further facilitate regional support and appropriate movement of resources within and outside of regions.

WHAT YOU WILL DO:

• Lead a cross functional service team comprising RPSMs, LCMs, Field Techs, and Service Facilities, aiming to resolve 90% of customer issues promptly without escalation.
• Conduct regular face-to-face meetings, phone/email interactions, and customer calls to maintain strong connections.
• Execute warranty obligations, identify Good Will opportunities, and ensure clear communication on non-warranty matters with customers and NF.
• Continuously assess and adjust manpower plans (Field Techs, Facilities, RPSMs, etc.) considering customer workload, future bids, and other factors.
• Provide direct oversight and support for RPSMs, LCMs, and Facility management, ensuring their well-being.
• Develop, create, and distribute customer scorecards and metrics (financial, FSAR, RO completions, warranty claims, daily bus breakdowns, shop/facility, contractor metrics) using OSVC, OFSC, and Mobility tools.
• Identify, develop, and execute approved commercial opportunities within NF Service Facilities and beyond.
• Ensure the successful launch of new SRs, focusing on customer introductions, processes, metrics, and relationships.
• Continuously enhance processes for both customers and field staff, leveraging OSVC, OFSC, and Mobility tools.
• Collaborate with Customer Care Bids Team in new bid submissions to ensure accurate pricing and deviation considerations.
• Manage RPSMs handling bus acceptance, warranty administration, product problem resolutions, data gathering, and property management to maintain customer satisfaction.
• Work closely with CPM/Production/Quality during production and acceptance, ensuring NF Team calibration and feedback.
• Maintain relationships with bus and parts sales groups to address customer concerns, relationships, and challenges.
• Collaborate with Director, Field Services, and other Regional Directors to optimize workload levels and implement process improvements.

• Prior experience in customer service is essential.
• Knowledge of bus/transportation is advantageous.
• Strong communication skills, leadership abilities, organizational proficiency, and self-motivation are key attributes.

• Competitive Wages.
• A continuous learning environment.
• Ability to advance your career with a growing company.
• NFI Group has been named a Manitoba Top Employer for 2020 and this is the tenth time since the competition was established in 2007.
• Ongoing employee development through a variety of in-house training initiatives along with tuition subsidies for courses at outside institutions