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 enhancing product quality and ensuring the reliability of bus fleets through warranty services. Aim to minimize service incidents and increase Mean Distance Between Failures (MDBF). Utilize failure and warranty data analysis to identify key improvement areas, collaborating with cross-functional teams to drive effective changes.

WHAT YOU WILL DO: 

• Identify and address potential risks in product design by establishing and maintaining metrics to monitor failure trends effectively.
• Review past Field Service Action Request (FSAR) & Production SWAT issue outcomes to prevent recurring failures and develop proactive management plans for potential fleet defects.
• Establish a strong partnership with customers, integrating into their organization to support contractual obligations.
• Coordinate with customers to access fleet data and relevant systems, collaborating with various teams to manage and report out Mean Distance Between Failures (MDBF) and Out-of-Service (OOS) data. 
• Collaborate with stakeholders to comprehend contract specifications thoroughly and gain insight into New Flyer and customer business processes throughout the bus lifecycle.
• Provide recommendations and solutions for field staff or customer-reported problems, including the investigation and resolution of product issues with suppliers. 
• Plan and execute controlled testing of components and installations to ensure compliance with contractual obligations and product reliability standards. 
• Develop clear service instructions for field staff to facilitate efficient repairs and oversee adherence to timelines by New Flyer owners. 
• Handle incoming calls from internal and external customers, resolving issues promptly and effectively. 
• Provide updated information to the Technical Publications Department for manual revisions and suggest enhancements for manual content. 
• Stay updated on relevant vehicle systems through ongoing training and coordination with internal teams to maintain comprehensive knowledge. 

WHAT YOU NEED TO BE SUCCESSFUL:

• Bachelor’s degree in engineering.
• Minimum 5 years of experience in an engineering capacity. 
• Previous experience in customer service and support would be an asset. 
• Strong problem solving abilities. 
• Proficiency with MS Office (Excel, Word, Outlook, PowerPoint, TEAMS)
• Highly adept in technical aspects 
• Familiarity with Oracle Service Cloud is preferred.
• Excellent computer literacy and organizational skills
• Goal-oriented with a drive to accomplish tasks within specified deadlines. 
• Capable of delivering information professionally through written and verbal communication. 
• Self-motivated with the ability to work independently and proactively seek enhancements. 
• Demonstrated ability to work autonomously and take initiative for process improvements.
  **Travel will be required for this role**

WHY JOIN OUR TEAM:

• Competitive Wages.   
• A continuous learning environment.    
• Ability to advance your career with a growing company.     
• Employee social committee organizes numerous events throughout the year, including summer barbecues, holiday festivities, sporting events and tournaments, and much more.    
• 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