Customer Service Manager

Customer Service Manager

Imagine using your expertise to shape sustainable transport and infrastructure solutions for the future. If you seek to make a difference on a global scale, working with next-gen technologies and the sharpest collaborative teams, then we could be a perfect match.

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 include:

• Support the Market Quality Report (MQR) process to address repeat failures and control warranty costs.
• 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

Required:

• 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).
• Experience working with Nova Bus vehicles or other heavy-duty transit fleets is a strong asset.
• Ability to speak, read, and write English fluently; bilingual in French is an asset.

Preferred:

• Bachelor's degree in Electrical, Mechanical, Electromechanical Engineering, or System Engineer.
• Knowledge of commercial electric vehicles and vehicle system communications.
• Familiarity with BAE Systems or similar EV propulsion/battery systems.
• Understanding of Nova Bus electric and hybrid vehicle platforms.

Technical Skills

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.

Competitive Compensation and Benefits

At the Volvo Group, we strive for a clear, transparent, and straightforward compensation approach, motivating you to contribute to the company's growth. For this position, the base pay is set at $91,500 - $169,900 annually, and where applicable, bonus eligible. The range for this role, as well as final salary offered, is determined by several factors including, but not limited to, geographic location, work-related knowledge, certifications, skills, education, and experience. In addition to these factors, we believe in the importance of pay equity and consider internal equity of our current team members as part of any final offer. In addition to a solid package of compensation and benefits, you will enjoy:

• Competitive medical, dental and vision insurance.
• Generous paid time off.
• Competitive matching retirement savings plans.
• Working environment where your safety, health and wellbeing come first.
• Focus on professional and personal development through Volvo Group University.
• Programs that make today’s challenging reality of combining work and personal life easier.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, disability, or status as a protected veteran. We value your data privacy and therefore do not accept applications via mail.

Who We Are and What We Believe In

We are committed to shaping the future landscape of efficient, safe, and sustainable transport solutions. Fulfilling our mission creates countless career opportunities for talents across the group’s leading brands and entities. Applying to this job offers you the opportunity to join Volvo Group. Every day, you will be working with some of the sharpest and most creative brains in our field to leave our society in better shape for the next generation. We are passionate about what we do, and we thrive on teamwork. We are almost 100,000 people united around the world by a culture of care, inclusiveness, and empowerment.

About Nova Bus

Nova Bus, part of the Volvo Group, is one of North America’s largest providers of sustainable transit solutions. Our team of more than 1,500 employees in three factories works in partnership with some of the largest public transit companies in Canada and in the USA. Are you looking for a new challenge with social, economic, and environmental implications? Do you want to boost your career and make a difference? Help electrify transportation by joining the team!

Job Category: Sales & Services Organization: Nova Bus Travel Required: Frequent Travel