About the position
As a key member of our Smart Bus Technology team, the Connect Customer Liaison will serve as a focal point for customer projects, addressing questions and concerns related to the New Flyer Connect system. This role requires a deep understanding of the customers' operating environments and needs, as well as expert knowledge of the New Flyer Connect system and New Flyer Connect Studio. The position involves project management responsibilities, ensuring that customer projects are managed effectively and efficiently. The Connect Customer Liaison will manage Smart Bus Technology projects, keeping track of tasks and reporting on their status. This includes acquiring and maintaining an expert command of NFI Connect, understanding its capabilities and limitations, and comparing it to competitive products that customers may be evaluating. The liaison will specialize in customer-specific operating conditions and fleet issues, assisting customers in articulating their needs and creating specifications for projects related to NFI Connect. In addition, the role involves monitoring the status and performance of customer vehicles, coordinating with specialized company personnel and vendors to provide timely and accurate information regarding vehicle performance and health. The liaison will maintain regular contact with customers and Regional Product Support Managers, preparing and delivering weekly progress and performance reports. The position also includes assisting in OTA Software campaigns and CAN log retrieval efforts, as well as developing expertise in geofencing applications to aid in their planning, testing, implementation, and ongoing operation. The Connect Customer Liaison will work closely with the NFI Connect Business Development Specialist to deliver training, prepare diagnostic aids, and promote the full utilization of the system. Input and support will be provided to Production, Quality Assurance, Customer Service Support, and other departments as needed, ensuring that the installation and configuration of the system are complete before the test drive at the plant and remain current after delivery for customers in their portfolio. Maintaining a customer communication log and scorecard is also a key responsibility of this role.
Responsibilities
- Manage Smart Bus Technology projects, including keeping and reporting on the status of tasks.
- Acquire and maintain an expert command of NFI Connect, including understanding the system's capabilities and limitations.
- Specialize in customer-unique operating conditions, fleet problems, and projects, assisting customers in expressing their needs and creating specifications.
- Monitor the status and performance of customer vehicles and coordinate with specialized personnel and vendors for timely answers.
- Maintain daily or weekly contact with customers and Regional Product Support Managers, preparing and delivering progress and performance reports.
- Assist in OTA Software campaigns and CAN log retrieval efforts.
- Develop and maintain expert knowledge about geofencing applications and assist in their planning, testing, implementation, and operation.
- Deliver training, prepare diagnostic aids, and promote system usage in conjunction with the NFI Connect Business Development Specialist.
- Provide input & support to Production, Quality Assurance, Customer Service Support, and other departments as required.
- Maintain customer communication log and scorecard.
Requirements
- Post-secondary education in business, engineering or related discipline with relevant work experience.
- Commitment to customer satisfaction through building and maintaining strong customer relationships.
- Superior verbal and written communication skills and effective interpersonal skills.
- Adept with Microsoft Office.
- Ability to read and interpret blueprints and technical specifications.
- Strong organizational, problem-solving, and time-management skills.
- Ability to perform efficiently and effectively within a team environment and to work independently as required.
Nice-to-haves
- Experience with IoT, connected vehicles and IT network technology would be considered an asset.
- Basic knowledge of transit and coach electrical architecture and networks would be considered an asset.
Benefits
- Competitive wages and a comprehensive benefits package.
- A continuous learning environment.
- Ability to advance your career with a growing company.
- Ongoing employee development through in-house training initiatives and tuition subsidies for courses at outside institutions.
