Senior Technical Support Specialist – Automotive Coach Tech

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, 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.