Regional Director, US Central Region

Location

Remote – Central United States. Candidates residing within the Central United States are strongly preferred.

Position Summary

To improve the customer relationship, the position will increase customer focus and contact and ensure the right priorities are being worked at the right time. Create a main conduit and focus of support for regions and to further facilitate regional support and appropriate movement of resources within and outside of regions.

What You Will Do

• Lead a cross‑functional service team of professionals (RPSMs, LCMs, Field Techs, Service Facilities) responsible for supporting the customer with the objective of ensuring that 90% of all customer issues are quickly resolved without escalation.
• Continuously meet with customers face‑to‑face and over phone/email, and host customer calls with regular frequency.
• Execute warranty obligations and highlight any Good Will opportunities (ensure non‑warranty items are highlighted with customer/NF).
• Continuously monitor and adjust manpower plans (Field Techs, Facilities, RPSMs, etc.) while taking customer workload, future bids, etc. into account.
• Lead and provide direct oversight to RPSMs and LCMs and any Facility management, including responsibility for their general well‑being and offering support.
• Develop, create, and distribute customer scorecards and metrics (financial, FSAR, RO completions, warranty claim resolution, daily bus down if applicable, shop/facility, and possible contractor metrics) utilizing iWarranty to its fullest extent.
• Identify, develop, and execute validated and approved commercial opportunities whether inside NF Service Facilities or elsewhere.
• Ensure new Service Requests (SRs) are appropriately prepared with respect to customer introductions, process, people, metrics, relationships, etc.
• Continuously improve processes with customers while also improving processes for field staff utilizing iWarranty to its fullest extent.
• Participate in new bid submissions with the Wpg Team to ensure the right items are priced vs. deviated, etc.
• Manage the RPSMs who accept buses promptly, administer warranty, implement product problem resolutions, gather product data and maintain close relationships with customers and manage their properties to maintain customer satisfaction.
• During the production and acceptance process, work closely with CPM/Production/Quality to ensure NF Team calibration and appropriate feedback.
• Maintain relationship with bus and parts sales groups to ensure clarity of customer concerns, relationships, challenges, etc.
• Work closely with Service Director and other Regional Directors to ensure appropriate workload level and process improvements.
• Perform other duties as assigned.

What You Need To Be Successful

• Engineering or Business degree/diploma preferred.
• Minimum 2‑year Technical College education or equivalent experience.
• Customer service experience (necessity).
• Minimum 7 years' experience in transit or applicable industry.
• Proficient in all mechanical/electrical systems of transit vehicles.
• Analytical skills.
• Proficient in MS Office software products.
• Self‑motivated.
• Safety focused.
• Advanced verbal and oral communication skills.
• Must be able to work unsupervised.
• Travel is required for this position.

Benefits

• Starting Day One of Employment
• Health, dental, and vision coverage
• Employee Assistance Program
• Paid holidays
• Paid time off
• Respectful workplace
• Competitive wages
• Ongoing training and development through a variety of initiatives
• 401K with company match

Pay

Pay Range: $115,000 – $150,000