Metro Customer Service and Support Specialist

The Customer Service Analyst will support the Metro segment team by providing input and feedback to customer strategies, projects & retrofits, technical issues, and customer/team related initiatives. Assist in customer service-related task execution and provide Manager with updates and insights.

WHAT YOU WILL DO:

* Lead/manage in all major projects or programs in collaboration with the Manager and customer CSR. Report/update Manager of milestones and progress.

* Coordinate with Customer and Engineering to provide customer with technical assistance on escalated/complex issues as required utilizing available resources (Parts manuals, BOM, engineering drawings, vendor manuals, NFP personnel, Engineering, New Product Development, Parts).

* Attend team meetings as required to review customer analytics on revenue performance to budget and adjust strategy for sales growth, if necessary, in co-ordination with the Manager (CSM) and Director (CSD).

* Lead specific customer targets and actions using the Profitability files and ensure proper guidance and growth plans with Customer Service Team. Maintain actions as needed.

* Attend customer meetings; documenting notes, facilitating actionable items, assist in coordinating any tactical responses.

* Update and maintain various logs for Metro Segment (i.e. Programs, Profitability, Customer Meetings, Internal Meetings, etc.)

* Collaborate with TSR on report provided by Analyst team for Kinetik, Alternate and SVP opportunities at customer sites. Review strategy with Team during team strategy meetings and plan items for approvals at customer site visit/meeting.

* Participate in customer visits as required.

* Support and attend pre-and post-meetings for customer visits with CSR and TSR to review any open issues, expectations, actions and contact report.

* Action reports & recommendations provided from Analysts to CSR, TSR, CSM as per team/segment strategies. (i.e. BD Action Log, Travel Deliverables, Scorecard, Alternates, etc.)

* Collaborate with Business Development on complex bids as required when related to Projects/Retrofits.

* Support aftermarket initiatives related to NYCT & MTA Bus Company bus build schedule and relevant contract deliverables as needed.

* Supporting and/or assisting the Metro Specialist and CSR with general customer service tasks as needed, including providing vacation coverage.

* Assess open workload with the Manager weekly.

* Miscellaneous responsibilities as assigned by the Customer Service Manager.

WHAT YOU NEED TO BE SUCCESSFUL:

* High School diploma or equivalent.

* Knowledge of Oracle systems/processes, Bills of Materials, technical aptitude.

* Basic knowledge of transit vehicles and systems considered a plus.

* Microsoft Office including Excel.

* Analytical skills.

* Excellent communication, time management and organizational skills.

* Ability to travel up to 10%.

The Customer Service Analyst will support the Metro segment team by providing input and feedback to customer strategies, projects & retrofits, technical issues, and customer/team related initiatives. Assist in customer service-related task execution and provide Manager with updates and insights.

WHAT YOU WILL DO:

* Lead/manage in all major projects or programs in collaboration with the Manager and customer CSR. Report/update Manager of milestones and progress.

* Coordinate with Customer and Engineering to provide customer with technical assistance on escalated/complex issues as required utilizing available resources (Parts manuals, BOM, engineering drawings, vendor manuals, NFP personnel, Engineering, New Product Development, Parts).

* Attend team meetings as required to review customer analytics on revenue performance to budget and adjust strategy for sales growth, if necessary, in co-ordination with the Manager (CSM) and Director (CSD).

* Lead specific customer targets and actions using the Profitability files and ensure proper guidance and growth plans with Customer Service Team. Maintain actions as needed.

* Attend customer meetings; documenting notes, facilitating actionable items, assist in coordinating any tactical responses.

* Update and maintain various logs for Metro Segment (i.e. Programs, Profitability, Customer Meetings, Internal Meetings, etc.)

* Collaborate with TSR on report provided by Analyst team for Kinetik, Alternate and SVP opportunities at customer sites. Review strategy with Team during team strategy meetings and plan items for approvals at customer site visit/meeting.

* Participate in customer visits as required.

* Support and attend pre-and post-meetings for customer visits with CSR and TSR to review any open issues, expectations, actions and contact report.

* Action reports & recommendations provided from Analysts to CSR, TSR, CSM as per team/segment strategies. (i.e. BD Action Log, Travel Deliverables, Scorecard, Alternates, etc.)

* Collaborate with Business Development on complex bids as required when related to Projects/Retrofits.

* Support aftermarket initiatives related to NYCT & MTA Bus Company bus build schedule and relevant contract deliverables as needed.

* Supporting and/or assisting the Metro Specialist and CSR with general customer service tasks as needed, including providing vacation coverage.

* Assess open workload with the Manager weekly.

* Miscellaneous responsibilities as assigned by the Customer Service Manager.

WHAT YOU NEED TO BE SUCCESSFUL:

* High School diploma or equivalent.

* Knowledge of Oracle systems/processes, Bills of Materials, technical aptitude.

* Basic knowledge of transit vehicles and systems considered a plus.

* Microsoft Office including Excel.

* Analytical skills.

* Excellent communication, time management and organizational skills.

* Ability to travel up to 10%.

WHY JOIN OUR TEAM:

• Be part of a team leading the world's electrification of mass mobility and creating a better product, a better workplace, and a better world
• Competitive wages and comprehensive benefit package
• Paid holidays and vacation
• 401K with generous company match
• Inclusive workplace culture that values and empowers team members
• On-the-job training in a continuous learning environment (we invested $15.9 million in 2024)
• Advancement opportunities within our family of companies

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.

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