Customer Service Manager

What you will do

The Customer Support Manager provides technical guidance, commercial support, and assistance to internal and external customers to ensure satisfaction with vehicle performance, particularly electric and hybrid platforms. This role requires building strong relationships across all levels within customer organizations and acting as a key liaison between customers and Nova Bus technical teams.

Responsibilities:

• Support the Market Quality Report (MQR) process to address repeat failures and control warranty costs by issuing comprehensive reports and evaluating failure data.
• Oversee activities of Service Technicians, including troubleshooting, parts ordering, and part replacement on Nova Bus vehicles.
• Investigate root causes and develop countermeasures for recurring issues.
• Support fleet-wide campaign activities for Nova Bus vehicles.
• Frequent travel to local customers and company facilities required, occasional travel to suppliers and factory.
• Visit customer and company garages regularly to work with local teams and ensure required technical resources are available for field repairs.
• Find viable commercial and technical solutions to ensure client satisfaction.
• Act as the primary liaison with Nova Bus internal teams to resolve customer issues quickly and efficiently.
• Safeguard organizational and personal information confidentially.
• Respect and enforce company policies, processes, and core values.
• Foster teamwork and promote clear communication.
• Develop both personal and professional skills continuously.

Education and Experience:

• 5 to 10 years of hands-on technical experience in the commercial automotive or commercial vehicle industry (experience with electric or hybrid buses strongly preferred).
• Preferred but not mandatory: Bachelor’s degree in Electrical, Mechanical, Electromechanical Engineering, or System Engineer. Relevant technical experience will also be considered.
• Experience working with Nova Bus vehicles or other heavy-duty transit fleets is a strong asset.
• Experience supporting customers in the field, dealing with technical issues, warranty cases, and service campaigns.
• Ability to speak, read, and write English fluently; bilingual in French is an asset

Technical Skills:

• Knowledge of commercial electric vehicles and vehicle system communications (CAN bus, J1939, diagnostic tools, Vector datalogger, CAN bus analysis).
• Familiarity with BAE Systems or similar EV propulsion/battery systems is an asset.
• Understanding of Nova Bus electric and hybrid vehicle platforms, including high-voltage systems and drivetrain components.
• Strong analytical skills with the ability to interpret performance data and failure trends.
• Proficient with Microsoft 365 Apps.

Interpersonal and Professional Skills:

• Successful team member with excellent communication skills across all levels of the organization and with customers/stakeholders.
• Strong customer focus and positive attitude.
• Independence, resourcefulness, and confidence in decision-making.
• Proven presentation, facilitation, and conflict-resolution skills.
• Ability to quickly understand customer needs and deliver solutions that balance technical and commercial aspects.