Customer Support Manager

Join a team where your work has a real impact. At Nova Bus, we're pushing the boundaries of sustainable public transportation by developing innovative solutions that shape the cities of tomorrow.

You will thrive in a collaborative, stimulating and constantly evolving environment, where your ideas, expertise and contribution will make a real difference.

The bus is moving, move forward with us as a  Customer Support Manager – Toronto (Permanent)!

In this challenging role, you will be responsible for providing technical and commercial support, as well as personalized assistance, to internal and external clients to ensure their satisfaction and the optimal performance of their vehicles, particularly electric and hybrid models. You will develop and maintain strong business relationships with various stakeholders within client organizations and act as a primary point of contact between clients and the Nova Bus technical teams.

YOUR RESPONSIBILITIES ON BOARD:

Support the Market Quality Report (MQR) process to address recurring failures and control warranty costs, including producing detailed reports and analyzing failure data

Supervise the activities of service technicians, including diagnosing problems, ordering parts and replacing them on Nova Bus vehicles

Investigate the root causes and develop corrective measures for recurring problems

Supporting fleet-wide service campaigns for Nova Bus vehicles

Visit customers' garages regularly to ensure that the necessary technical resources are available for on-site repairs

To find appropriate technical and commercial solutions to ensure customer satisfaction

Acting as the primary intermediary with Nova Bus's internal teams to resolve customer issues quickly and efficiently

Protect organizational and personal information confidentially

Respect and enforce company policies, processes and values

Promote teamwork and encourage clear communication

Continuously develop your skills, both personally and professionally

THE ADVANTAGES OF THE JOURNEY:

Highly competitive salary and benefits

Very generous holiday policy

An exceptional opportunity to take part in large-scale projects

A stimulating position, perfect if you love challenges!

5 to 10 years of practical technical experience in the commercial vehicle or automotive industry (experience with electric or hybrid buses highly desirable)

Preferred but not required:
University degree in electrical, mechanical, electromechanical, or systems engineering. Relevant technical experience will also be considered

Experience with Nova Bus vehicles or with large public transport fleets is a significant asset

Experience in field customer support, including handling technical issues, warranty claims, and service campaigns

Frequent travel required to local clients and company facilities; occasional travel to suppliers or the factory

Ability to speak, read, and write fluent English;
French bilingualism is an asset

Technical skills:

Knowledge of commercial electric vehicles and vehicle communication systems (CAN bus, J1939, diagnostic tools, Vector data recorder, CAN bus analysis software)

Familiarity with BAE systems or similar electric vehicle propulsion/battery systems is an asset

Understanding of Nova Bus's electric and hybrid platforms, including high-voltage systems and powertrain components

Strong analytical skills with the ability to interpret performance data and failure trends

Good command of the Microsoft 365 suite

Interpersonal and professional skills:

Excellent team player with strong communication skills, both internally and with clients and partners

Strong sense of customer service and positive attitude

Autonomy, resourcefulness and confidence in decision-making

Demonstrated skills in presentation, facilitation and conflict resolution

Ability…