Service Engineering Reliability Specialist
New Flyer is North America's heavy-duty transit bus leader and offers the most advanced product line under the Xcelsior® and Xcelsior CHARGE® brands. It also offers infrastructure development through NFI Infrastructure Solutions™, a service dedicated to providing safe, sustainable, and reliable charging and mobility solutions. Further information is available at www.newflyer.com.
POSITION SUMMARY
Accountable for Customer Service input to improvement of product quality and reliability of bus configuration to reduce the number of service issues and extend MDBF. Responsible for analyzing failure and warranty data to prioritize improvement opportunities and coordinate with other departments to implement changes. Also, responsible for the support of New Flyer and MCI TSS, Warranty and Field staff.
WHAT YOU WILL DO:
- Investigate and resolve difficult product issues (commercial issues, Customer sensitive, Safety, reference bus) with our customers, remotely or on site as required. Work with appropriate department(s), including suppliers, where SCANs may be required.
- Recommend course of action, including utilization of Connect data, to solve problems brought by the field staff or the customer prioritized by available MDBF data.
- Working through the Change Control Board (CCB) process, recommend and assist Engineering and other departments in development of the Reference Bus/Coach Structure Chart using MDBF, field and warranty data.
- Coordinate information and activities between field staff and departments to identify and implement product improvements.
- Answer incoming calls from internal and external customers or RPSM and take appropriate action to resolve issues.
- Working through the Warranty Failure Trend (WFT) process, assist the Supplier Warranty Recovery group in determining responsibility for supplier quality issues and provides support for cost recovery. Track and report to the WFT group on FSAR’s the WFT process is tracking.
- Create Technical Service Information Service Bulletins (TSIB)
- Supply Technical Publications Department with updated information for the manuals as well as recommendations on how to improve the information in our manuals.
- Stay up to date with training on pertinent systems in our vehicle and assist the technical services group to become intimately familiar in all aspects of our vehicle.
- Co-ordinates own tasks to ensure schedule dates are met considering Supplier and Customer timelines.
- Plans the controlled testing of components and installations to meet contractual obligations, ensure product reliability and verify component fit.
- Special assignments as required.
- Other duties as assigned.
WHAT YOU NEED TO BE SUCCESSFUL:
- Engineering background (PENG, CET, EIT)
- High Problem Solving skills
- Proficient with MS Office (Excel, Word, Outlook)
- Highly Technical, mechanical background
- Customer Service background
- Leadership qualities
- High organizational skills
- Motivating
- Self-starter
- Computer, general office equipment, CAN data logger
- Valid Passport
*Some travel may be required for this position
WHY JOIN OUR TEAM:
- Competitive Wages.
- A continuous learning environment.
- Ability to advance your career with a growing company.
- Employee social committee organizes numerous events throughout the year, including summer barbecues, holiday festivities, sporting events and tournaments, and much more.
- Ongoing employee development through a variety of in-house training initiatives along with tuition subsidies for courses at outside institutions.
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.com
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Join New Flyer as a Service Engineering Reliability Specialist, where your expertise will play a vital role in enhancing the quality and reliability of our heavy-duty transit buses. As a leader in the industry, New Flyer provides advanced products under the Xcelsior® and Xcelsior CHARGE® brands, along with comprehensive infrastructure solutions. In this role, you'll deeply engage with customer service to tackle challenging product issues and contribute to reducing service problems while extending the Mean Distance Between Failure (MDBF). Your analytical skills will shine as you sift through failure and warranty data, seeking out improvement opportunities and collaborating with various departments to implement effective changes. You won't just be resolving issues—your insights will help inform the development of charts and bulletins that guide our engineering teams. With a focus on improving reliability and supporting our Warranty and Technical Services Staff, you’ll be the go-to person for both internal and external customers, making a real impact on the overall service experience. You'll also have the chance to coordinate testing of components and ensure they meet our high standards. If you have a strong engineering background, problem-solving abilities, and excellent interpersonal skills, this is the place for you to advance your career in a supportive and engaging environment. At New Flyer, we offer competitive wages, continuous learning opportunities, and a workplace filled with social events that build camaraderie. Come help us fulfill our mission of providing safe, accessible, and reliable transportation solutions!
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