Product Support Technician (Bus and Coach)

Motor Coach Industries; United States; On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Benefits Starting Day One of Emploment

Company Paid Dental & Vision Coverage

Company Paid Life Insurance

Medical Insurance - Employer HSA

Competitive Wages

401K plan with Company Match

Paid Vacation and Stat Holidays

Job summary

Motor Coach Industries is seeking an experienced technical support professional to assist customers and regional field teams in a call center environment. You will troubleshoot issues related to MCI products and accessories under the New Flyer scope, providing repair guidance and maintenance support.

Responsibilities include researching service manuals, assisting with warranty questions, coordinating with vendors for correct parts, and offering feedback to improve service processes.

Qualifications

• 10 years technical support and customer service experience.
• Oracle and Office suite familiarity.
• HVAC troubleshooting and electrical/power-train systems exposure.
• Willingness to travel up to 10%.

Responsibilities

• Provide customers and regional field teams with repair and maintenance support by phone or email.
• Conduct product and maintenance research using manuals, service bulletins, and internal memos.
• Assist customers with warranty questions and routing to the proper department.
• Act as liaison between customer and vendors to ensure correct part numbers.
• Provide feedback to engineering and field teams to improve service quality and internal processes.
• Review maintenance manuals and service bulletins to offer updated guidance.
• Support ERSA calls and assist staff during coach-down situations.

Skills

Technical support

Customer service

Communication

Problem solving

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
• 10% 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.