New Flyer

Product Manager

• Responsible for the overall customer service support for an assigned territory.
• Ensuring customer satisfaction through proper planning and implementation of a support plan which includes resources to achieve company objectives.
• This includes acceptance of vehicles, warranty review, retrofit completion and ensuring company policies are closely adhered to.
• Maintain employee compliance with field service and customer processes to ensure a safe working environment within territory.
• Understand and utilize New Flyer Core values as a guideline for conducting all New Flyer business within and external to New Flyer.
• Assist customers in accepting new bus deliveries within 15 days of arrival onsite by repairing defects, expediting parts, and general liaison with the customer’s management team.
• During the production and acceptance process, work closely with CPM/Production/Quality to ensure NF Team calibration and appropriate feedback, as well as provide updates in the formal AWIP call each week.
• Will lead a cross functional service technician team as required to support vehicle from delivery through the life of the bus.
• Ensure new customer orders are properly launched with focus on customer introductions, processes, metrics, and relationship.
• Work closely with Regional Director to adjust field plans while keeping customer current workload and future bids into account.
• Schedule and maintain meeting architecture with customer to ensure all issues are addressed in a timely manner.
• Write and submit detailed contact reports to document interactions with customer.
• Manage work queues in Oracle OSVC and OSFC to achieve operational goals, including retrofits and customer warranty claim processing.
• Resolve customer concerns quickly with reasonable and cost-effective solutions for both customer and New Flyer.
• Participate in new bids submissions with Customer Care Bids Team to ensure the right items are priced vs deviated, etc.
• Maintain relationship with bus and parts sales teams to ensure clarity of customer concerns, relationship, and challenges.
• Work closely with Regional Director(s) to ensure appropriate workload level and process improvements.
• Responsible to ensure all key controls (ICFR Internal Controls) identified under their area of responsibility are designed and operating as outlined in the internal controls over financial reporting.
• Ensure policies and processes are established and adhered to ensure goals and objectives for all regulatory and legal requirements are met including organizational quality, environmental, health & safety programs.
• Responsible to ensure all key controls (ICFR Internal Controls) identified under their area of responsibility are designed and operating as outlined in the internal controls over financial reporting.
• Ensure policies and processes are established and adhered to ensure goals and objectives for all regulatory and legal requirements are met including organizational quality, environmental, health & safety programs.
• Other duties as assigned.

Regional Product Support Manager – Eastern Region

Sales

• Lead cross-functional teams in reviewing customer specifications and developing competitive bid strategies aligned with evaluation criteria, customer sales strategies, and organizational risk management objectives.
• Coordinate and manage bid development activities within Teamcenter, including initiation and maintenance of the BidBOM for bids and options, while ensuring all tasks are completed accurately and on schedule.
• Prepare, coordinate, and submit complete proposal packages, including technical documentation, pricing proposals, contractual documents, compliance certifications, warranties, tooling and training proposals, and other required bid materials.
• Develop pricing recommendations based on project costs, competitive market conditions, and company profitability expectations while ensuring all required approvals are obtained.
• Monitor contract configuration changes throughout the pre-production process and ensure bid strategies remain aligned with project objectives and customer expectations.
• Maintain CRM records, sales funnel data, customer health dashboards, and forecasting documentation to support business planning and reporting activities.
• Lead post-bid reviews to evaluate wins and losses, identify improvement opportunities, and provide competitive market intelligence related to pricing, product features, and industry trends.
• Build and maintain strong relationships with customer procurement teams, serving as the primary point of contact during the bid process and supporting Regional Sales Managers in clarifying customer needs and expectations.
• Stay informed on industry standards, FTA requirements, and emerging bus technologies, while contributing input to internal change control and marketing support initiatives.

Regional Product Support Manager – Eastern Region

Technical Sales Manager