Regional Product Support Manager (Eastern Region)

**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](http://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 customer’s 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. - 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 This role services the Eastern Region of the United States. Travel to the customer sites is required. **WHAT YOU NEED TO BE SUCCESSFUL:** - Engineering or Business degree/diploma preferred. - 2-year Technical College at minimum or equivalent experience - Minimum 5 years’ experience in transit or applicable Industry - Proficient in all mechanical/electrical systems of transit vehicle - Customer Service experience - Analytical skills - Proficient at MS Office softwa…