Technical Response Center Manager

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. 

POSITION SUMMARY 

Responsible for providing leadership and guidance to the Technical Call Center (TCC) and Emergency Roadside Assistance (ERSA) teams as they support and guide customers, delivery drivers, NABC team members from cross functional departments with Coach Down events, Factory to Field events and technical failures ensuring our vehicles meet the highest standards and reliability.

WHAT YOU WILL DO:

• Overall management of the Technical Call Center (TCC) and Emergency Roadside assistance (ERSA) teams,

• Generate/maintain key metrics to be used to inform NABC cross functional teams,

• Responsible for setting and maintaining call center performance, key metrics, people management, performance, hiring, coaching/mentoring, and training of the TCC and ERSA teams,

• Develop and enhance communication, cooperation and information flow with the NABC cross functional teams, provides reports and meets regularly with NABC Quality Assurance, Service Engineering, Warranty and Field Service teams to ensure Factory to Field failures are understood and have corrective actions,

• Issue resolution and corrective actions could involve but are not limited to engaging Suppliers, NABC Engineering, Supply, Production, Service Centers and Customer Program Managers,

• Maintains day to day staffing levels and schedules are met to support the Call Center hotline,

• Creates schedule for TCC staffing of on-call after hours for challenging calls the ERSA coordinators need assistance with,

• Ensure departmental processes and procedures are available and updated regularly,

• Mentor, guide and train TCC and ERSA teams,

• Participate and chair cross functional business meetings on behalf of the TCC and ERSA departments,

• Complete special assignments and required reports

• Other duties as assigned

*This position has the ability to be remote or hybrid

WHAT YOU NEED TO BE SUCCESSFUL:

• Associate’s in applied science in an Automotive/Technical Field or:

• Minimum 5 years in the Automotive/Technical Field Experience/Knowledge (Required Experience/Knowledge Only)

• Customer Service Experience

• High familiarity with NABC vehicle models

• High problem-solving skills

• Highly technical background

• Leadership background

Equipment/Machines Used

• Computer, general office equipment, Specific Job Skills (ex. computer skills, communication, motivation, organizational skills)

• Excellent written and verbal communication,

• Strong organizational, leadership, analytical and interpersonal skills.

• High problem-solving skills,

• Can work within a fast-paced team-oriented environment,

• Proficient with MS office (Excel, Word, Outlook, PPT).

• Call center phone management software,

• Oracle Service Cloud (OSVC) & Electronic Business Suite (EBS) software

WHY JOIN OUR TEAM:

• Competitive Wages
• Benefits starting day one of employment
• Health, Dental, and Vision Benefits
• Pension Program
• Ongoing employee development through a variety of in-house training initiatives along with tuition subsidies for courses at outside institutions.

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.com