MCI is North America’s public and private market motor coach leader. Products include the luxury J-Series (an industry best-seller for over a decade), the workhorse D-Series, and the brand new zero-emission luxury and commuter coaches: the battery-electric J4500 CHARGE™ and MCI D45 CRT LE CHARGE™. MCI also provides maintenance, repair, 24-hour roadside assistance, parts, and technician training through the industry’s only Automotive Service Excellence (ASE) accredited MCI Academy. Further information is available at www.mcicoach.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 MCI/New Flyer Core values as a guideline for conducting all MCI/New Flyer business within and external to MCI/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 MCI/New Flyer 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 position serves the Greater Tornoto Area
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 software products
Must be able to work unsupervised.
Self-Motivated
Above average organizational skills with strong emphasis on program management.
Safety Focused
Advanced verbal and oral communication skills
WHY JOIN OUR TEAM:
Motor Coach Industries is Reliability Driven - we value safety, high quality products and employee engagement in everything we do
NFI Group has been named a Manitoba Top Employer ten times since the competition was established in 2007.
Competitive wages
A continuous learning environment
Ability to advance your career with a growing company
Health Care Benefits
Life Insurance
Retirement Benefits
OUR WHY:
We exist to move people. Our mission is to design and deliver exceptional transportation solutions that are safe, accessible, efficient and reliable.
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.
