New Flyer
New Flyer is a leading company specializing in the manufacture of transit buses, including zero-emission battery-electric and fuel cell-electric models, hybrid-electric, compressed natural gas, and clean diesel buses. They offer advanced mobility solutions and infrastructure support for sustainable transportation projects. New Flyer is part of the NFI Group, which includes several brands focused on automotive and transit services. Their innovations include telematics technology and virtual tours of their cutting-edge bus models. With a strong commitment to environmental and social governance, New Flyer supports projects from initial design through implementation.
Bus Manufacturing • Electric Propulsion • Battery Electric • Public Transit • Parts Distribution
Technical Response Center Manager
March 24
New Flyer
New Flyer is a leading company specializing in the manufacture of transit buses, including zero-emission battery-electric and fuel cell-electric models, hybrid-electric, compressed natural gas, and clean diesel buses. They offer advanced mobility solutions and infrastructure support for sustainable transportation projects. New Flyer is part of the NFI Group, which includes several brands focused on automotive and transit services. Their innovations include telematics technology and virtual tours of their cutting-edge bus models. With a strong commitment to environmental and social governance, New Flyer supports projects from initial design through implementation.
Bus Manufacturing • Electric Propulsion • Battery Electric • Public Transit • Parts Distribution
📋 Description
•Responsible for providing leadership and guidance to the Technical Call Center (TCC) and Emergency Roadside Assistance (ERSA) teams as they support and guide customers. •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. •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.
🎯 Requirements
•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 •Excellent written and verbal communication •Strong organizational, leadership, analytical and interpersonal 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
🏖️ Benefits
•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.
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