Regional Product Support Manager - South Florida (Miami)

*Now hiring! Regional Product Support Manager - South Florida (Miami)!* *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.
* Travel required - 50-60%.
*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 *WHY JOIN OUR TEAM:* * Benefits starting day one of employment! * Medical, Dental, and Vision Insurance * Life Insurance * 401K * Competitive Wages * A continuous learning environment * Ability to advance your career with a growing company * Ongoing employee development through a variety of in-house training initiatives *OUR WHY: * We exist to move people.
Our mission is to design and deliver exceptional transportation solutions that are safe, accessible, e­fficient and reliable.
*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.
*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.
Job Type: Full-time Benefits: * 401(k) matching * Dental insurance * Employee assistance program * Health insurance * Life insurance * Paid time off * Vision insurance Work Location: Hybrid remote in Crookston, MN 56716