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

• Frequent travel up to 75% to local customer and company facilities within the North Midwest and West Coast territories. This role supports 3 customers in the North Midwest and 3 customers on the West Coast and Hawaii.
• Occasional travel to suppliers and factory

• Successful team member with excellent interpersonal skills and ability to communicate globally across all levels of the organization, and with customers and other stakeholders
• Excellent analytical skills, strong customer focus and a positive attitude are key requirements.
• Independent and strong work ethic
• Confident and effective decision-maker
• Proven presentation skills
• Strong facilitation and conflict resolution skills
• Advanced knowledge of the Microsoft Office suite, specifically PowerPoint and Excel Bilingual, is not required but an asset

• 5 to 10 years of hands on and technical experience
• Preferably a Bachelor’s degree in diesel technology, electrical technology, mechanical or electromechanical engineering, or other relevant professional experience

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!