Product Support Technician

MCI limited; Northern (KY); Hybrid; USD 70,000 - 90,000; Full time

Benefits offered by this job

Benefits Starting Day One

Company Paid Dental & Vision Coverage

Company Paid Life Insurance

Medical Insurance – Employer HSA Plan

401K plan with Company Match

Paid Vacation and Stat Holidays

Job summary

MCI, North America’s motor coach market leader, seeks a technical support specialist to aid customers and regional field teams in a call center setting. Troubleshoot issues on MCI-branded coaches and accessories, using manuals, service bulletins, and internal resources.

You will research product issues, address warranty questions, liaise with vendors, and relay engineering feedback to improve service. Some travel (<5%) may be required.

Qualifications

• Must have high school diploma or equivalent; engineering degree beneficial.
• 10 years technical support and customer service experience.
• Experience with Oracle database/applications.
• Proficient use of MS Office suite and modern CRM/telephony tools.
• Knowledge of vehicle systems and maintenance procedures.

Responsibilities

• Provide customers and regional field teams with repair and maintenance support by phone or email and document call details.
• Conduct product and maintenance research using manuals, service bulletins, and internal memos.
• Assist customers with warranty questions and coordinate with the proper department.
• Act as liaison between customers and vendors to ensure correct part numbers.
• Provide feedback to engineering and field teams to improve service and processes.
• Review maintenance manuals/service bulletins and offer feedback.
• Support customers and contractors for Emergency Roadside Assistance (ERSA) calls.
• Assist ERSA staff with calls and coaching down situations.

Skills

HVAC troubleshooting

Electrical systems

Powertrain systems

Customer service

Troubleshooting

Education

High School Diploma or equivalent

Engineering degree beneficial

Tools

Oracle

Microsoft Outlook

Excel

Word

PowerPoint

Genesys Cloud

Job description

MCI is North America’s public and private market motor coach leader. Products include the luxury J-Series (an industry best-seller for over a decade), the workhorse D-Series, and the brand new zero-emission luxury and commuter coaches: the battery-electric J4500 CHARGE™ and MCI D45 CRT LE CHARGE™. 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. Further information is available at www.mcicoach.com.

POSITION SUMMARY:

Provides technical support to customers and regional field teams in a call center environment. Utilizes general and specialist knowledge to troubleshoot on technical issues concerning MCI branded products as well as vehicles and accessories under the New Flyer product scope.

WHAT YOU WILL DO:

• By phone or email provides customers and regional field teams with repair and maintenance support. Fields customer complaints, advises on repair solutions, familiarize customers with maintenance procedures. Maintains call logs and documents call details to ensure all customer issues have been resolved.

• Conducts product and maintenance research utilizing online resources, maintenance manuals, services bulletins, internal memos and other written materials.
• Assist customers with warranty questions, establishing contact with the proper department.
• Acts as liaison between customer and vendors to ensure correct part numbers.
• Provides feedback and recommendations to internal departments including engineering and field teams to improve customer service and streamline internal processes.
• Review maintenance manuals/ service bulletins, providing any needed feedback or suggestions.
• Support customers and contractors for calls into Emergency Roadside Assistance (ERSA).
• Assist Emergency Roadside Assistance (ERSA) staff with calls and ‘coach down situations’.

WHAT YOU NEED TO BE SUCCESSFUL:

• High School Diploma or equivalent required, Degree in Engineering beneficial
• 10 years technical support and customer service experience
• Oracle
• Microsoft Outlook, Excel, Word, PowerPoint
• Genesys Cloud phone system
• Heating, Ventilation and Air Condition (HVAC) troubleshooting,
• Electrical and Power train systems.
• <5% Travel

WHY JOIN OUR TEAM:

• Benefits Starting Day One of Employment!
• Company Paid Base Dental & Vision Coverage
• Company Paid Life Insurance
• Medical Insurance – Employer HSA Contribution Plan Options
• Competitive Wages
• 401K plan with Company Match
• Paid Vacation and Stat Holidays
• We value safety, high-quality products and employee engagement in everything we do.
• Ongoing employee development through a variety of in-house training initiatives.

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 is available at www.nfigroup.com, www.newflyer.com, www.mcicoach.com, www.nfi.parts, www.alexander-dennis.com, www.arbocsv.com, and www.carfaircomposites.com.