Technical Response Center Manager

The Technical Response Center Manager at New Flyer is responsible for overseeing the Technical Call Center and Emergency Roadside Assistance teams. This includes managing call center performance metrics, ensuring effective communication with cross-functional teams, and resolving customer issues related to technical failures. The role also involves staff management, training, and mentoring to maintain high standards in customer service.

To be successful as a Technical Response Center Manager at New Flyer, candidates should have at least an Associate’s degree in a technical field, alongside a minimum of five years of relevant experience in the automotive industry. Strong customer service skills, technical problem-solving abilities, and leadership experience are crucial for this role.

As a Technical Response Center Manager, you will generate key performance metrics and provide regular reports to the NABC teams. Your role includes enhancing communication and cooperation between departments to address issues effectively, ensuring that corrective actions are implemented for any Factory to Field failures.

New Flyer offers competitive wages and comprehensive benefits starting from day one, along with opportunities for continuous employee development and training. The company fosters a culture committed to safety, sustainability, and the efficient movement of people, making it a rewarding environment for a Technical Response Center Manager.

Essential skills for a Technical Response Center Manager at New Flyer include excellent written and verbal communication, strong organizational abilities, and leadership qualities. Additionally, candidates should possess high-level problem-solving skills and be proficient in software tools such as MS Office and call center management systems.

When answering this question, focus on specific instances where you led a team in a technical environment. Discuss your leadership style, how you set goals, and how you measured success. It's important to highlight the impact of your management on team performance and customer satisfaction.

This is an opportunity to discuss your organizational skills. Share examples of systems or methods you've used to manage competing demands while keeping the team focused on critical issues, particularly in a technical support setting.

In your response, you could highlight specific communication tools, meetings, or processes that you've employed to facilitate collaboration. Emphasize the importance of transparency and keeping everyone aligned on goals and progress.

Provide a detailed description of a challenging customer interaction and how you resolved it. Highlight your customer service philosophy, patience, and problem-solving skills and how these contribute to a positive outcome.

Identify key performance indicators that are relevant to technical support such as response time, resolution rate, and customer satisfaction scores. Discuss how regularly reviewing these metrics can drive team performance and enhance service quality.

Choose a specific technical issue you've resolved in the past. Outline the steps you took, the outcome, and what you learned from the experience. This will showcase your problem-solving abilities and technical knowledge.

Mention specific training programs or mentorship techniques you've implemented. Discuss how you assess training needs and the importance of continuous learning in a technical environment.

Share your approach to team motivation, whether through recognition programs, team-building activities, or fostering a positive work culture. Highlight the importance of feedback and support in keeping team morale high.

Reflect on potential challenges such as evolving technology or customer expectations. Discuss your proactive approach to staying informed about industry trends and how you would prepare your team to adapt to such changes.

Your answer should reflect your values aligning with New Flyer’s mission of providing safe and reliable transportation solutions. Discuss your excitement about the opportunity to lead a dedicated team within a respected company in the industry.