# Regional Product Support Manager > Motor Coach Industries · Toronto, Canada (Hybrid) · Full-time · Posted 2026-04-13 **Salary:** CAD 100,000–120,000 **Workplace:** hybrid **Department:** Service ## Description \*This position serves the Greater Toronto Area\* **MCI** is North America’s public and private market motor coach leader. Products include the luxury [J-Series](https://www.mcicoach.com/coach/j-series/features/) (an industry best-seller for over a decade), the workhorse [D-Series](https://www.mcicoach.com/coach/d-series/features/), and the brand new zero-emission luxury and commuter coaches: the battery-electric [J4500 CHARGE™ and MCI D45 CRT LE CHARGE™](https://www.mcicoach.com/coach/electric-series/features/). MCI also provides maintenance, repair, 24-hour roadside assistance, parts, and technician training through the industry’s only Automotive Service Excellence (ASE) accredited [MCI Academy](http://www.mciacademy.com/). Further information is available at [www.mcicoach.com](http://www.mcicoach.com/). **POSITION SUMMARY**  Responsible for the overall customer service support for an assigned territory. Ensuring customer satisfaction through proper planning and implementation of a support plan which includes resources to achieve company objectives. This includes acceptance of vehicles, warranty review, retrofit completion and ensuring company policies are closely adhered to. **WHY JOIN OUR TEAM:** - Motor Coach Industries is Reliability Driven - we value safety, high quality products and employee engagement in everything we do - NFI Group has been named a Manitoba Top Employer ten times since the competition was established in 2007. - Competitive wages - A continuous learning environment - Ability to advance your career with a growing company - Job Stability - Respectful Workplace - Safety is our top priority - Company Paid Benefits: - Employee Assistance Program (EAP) - Core Benefit Plan (Health, Dental, & Vision) - Effective Day 1 of Employment! - Optional Buy-Up Plan - Heath Spending Account (HSA) - Disability Insurance - Personal Protective Equipment (PPE) - 11 Paid STAT Holidays **WHAT YOU WILL DO: ** - Maintain employee compliance with field service and customer processes to ensure a safe working environment within territory. - Understand and utilize MCI/New Flyer Core values as a guideline for conducting all MCI/New Flyer business within and external to MCI/New Flyer. - Assist customers in accepting new bus deliveries within 15 days of arrival onsite by repairing defects, expediting parts, and general liaison with the customer’s management team. - During the production and acceptance process, work closely with CPM/Production/Quality to ensure MCI/New Flyer Team calibration and appropriate feedback, as well as provide updates in the formal AWIP call each week. - Will lead a cross functional service technician team as required to support vehicle from delivery through the life of the bus. - Ensure new customer orders are properly launched with focus on customer introductions, processes, metrics, and relationship. - Work closely with Regional Director to adjust field plans while keeping customer current workload and future bids into account. - Schedule and maintain meeting architecture with customer to ensure all issues are addressed in a timely manner. - Write and submit detailed contact reports to document interactions with customer. - Manage work queues in Oracle OSVC and OSFC to achieve operational goals, including retrofits and customer warranty claim processing. - Resolve customer concerns quickly with reasonable and cost-effective solutions for both customer and New Flyer. - Participate in new bids submissions with Customer Care Bids Team to ensure the right items are priced vs deviated, etc. - Maintain relationship with bus and parts sales teams to ensure clarity of customer concerns, relationship, and challenges. - Work closely with Regional Director(s) to ensure appropriate workload level and process improvements. - Responsible to ensure all key controls (ICFR Internal Controls) identified under their area of responsibility are designed and operating as outlined in the internal controls over financial reporting. - Ensure policies and processes are established and adhered to ensure goals and objectives for all regulatory and legal requirements are met including organizational quality, environmental, health & safety programs. - Responsible to ensure all key controls (ICFR Internal Controls) identified under their area of responsibility are designed and operating as outlined in the internal controls over financial reporting. - Ensure policies and processes are established and adhered to ensure goals and objectives for all regulatory and legal requirements are met including organizational quality, environmental, health & safety programs. - Other duties as assigned. - Required Travel Annual Salary Range: $100,000 - $120,000 **WHAT YOU NEED TO BE SUCCESSFUL:** - Engineering or Business degree/diploma preferred. - 2-year Technical College at minimum or equivalent experience     - Minimum 5 years’ experience in transit or applicable Industry - Proficient in all mechanical/electrical systems of transit vehicle - Customer Service experience - Analytical skills - Proficient at MS Office software products - Must be able to work unsupervised. - Self-Motivated - Above average organizational skills with strong emphasis on program management. - Safety Focused - Advanced verbal and oral communication skills **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](http://www.nfigroup.com/), [www.newflyer.com](http://www.newflyer.com/), [www.mcicoach.com](http://www.mcicoach.com/), [www.arbocsv.com](http://www.arbocsv.com/), [www.alexander-dennis.com](http://www.alexander-dennis.com/), [www.carfaircomposites.com](http://www.carfaircomposites.com/) and [www.nfi.parts](http://www.nfi.parts/). ## Apply [Apply at Motor Coach Industries](https://apply.workable.com/motor-coach-industries/j/10E3035D39/apply) --- Powered by [Workable](https://www.workable.com)