Customer Support Manager - Nyc

• Safeguard organizational and personal information confidentially
• Must be local to or willing to travel to the New York City metropolitan area frequently
• Support the Market Quality Report (MQR) process to address repeat failures and control warranty costs by issuing reports and evaluating failure data
• Act as liaison with Nova Bus internal teams to resolve customer issues
• Analyze Mean Distance Between Failure data and issue reliability reports for the customer
• Support with fleet wide campaign activities
• Respect and enforce the policies and values of the company
• Visit customer and company garages regularly to work with local teams and ensure technical resources required for field repairs are available
• Oversee activities of Service Technicians including troubleshooting, parts order, and part replacement
• Develop and maintain strong relationships across all levels within the customer organization
• The Customer Support Manager provides advice and assistance to internal/external customers to ensure satisfaction regarding vehicle performance
• Be on-call during weekends and evenings
• Find viable commercial and technical solutions to ensure client satisfaction
• Investigate root cause and develop countermeasures for repeat failures

• Bachelor’s degree in electrical, electrical technology, mechanical or electromechanical engineering preferred. We will consider substantial other relevant professional experience.
• 5 to 10 years of hands on and technical experience in the automotive industry

• Strong facilitation and conflict resolution skills
• Occasional travel to suppliers and factory
• Excellent analytical skills, strong customer focus and a positive attitude are key requirements
• Advanced knowledge Microsoft Office suite, specifically PowerPoint and Excel; Proven presentation skills
• Independence and resourcefulness
• Bilingual English and French an asset
• Frequent travel to local customer and company facilities
• Successful team member with excellent interpersonal skills and ability to communicate globally across all levels of the organization, and with customers and other stakeholders
• Confident and effective decision-maker

The Volvo Group drives prosperity through transport solutions, offering trucks, buses, construction equipment, power solutions for marine and industrial applications, financing and services that increase our customers’ uptime and productivity. Founded in 1927, the Volvo Group is committed to shaping the future landscape of sustainable transport and infrastructure solutions. Countless career opportunities are offered across the group’s leading brands and entities that share a culture of Trust, Passion, High Performance, Change and Customer Success.
www.volvogroup.com/career.

Nova Bus, part of the Volvo Group, is one of North America’s largest providers of sustainable transit solutions.

Our team of more than 1,500 employees in three factories (Saint-Eustache and Saint-François-du-Lac in Quebec and Plattsburgh in the New York State) works in partnership with some of the largest public transit companies in Canada and in the USA.

Are you looking for a new challenge with social, economic and environmental implications? Do you want to boost your career and make a difference?

Help electrify transportation by joining the team!