Senior Vehicle Systems Support Technician

Motor Coach Industries:

Des Plaines (IL)

On-site

USD 70,000 - 95,000

Full time

11 days ago

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Benefits offered by this job

Benefits Starting Day One

Dental & Vision Coverage

Life Insurance

Medical Insurance with HSA

401K with Company Match

Paid Vacation and Holidays

Employee development

Job summary

Motor Coach Industries is seeking an experienced technical support representative to provide top-tier help to customers and regional field teams from a centralized call center. You will troubleshoot issues on MCI branded coaches and accessories within the New Flyer product scope.

Responsibilities include researching manuals and service bulletins, handling warranty questions, coordinating with vendors for correct part numbers, and delivering feedback to engineering and service teams to improve

Qualifications

High School Diploma or equivalent required.
Engineering degree beneficial.
10 years technical support and customer service experience.
Experience with Oracle and Microsoft Office suite.
Familiar with Genesys Cloud phone system.
HVAC troubleshooting experience.
Electrical and powertrain systems knowledge.
<5% Travel

Responsibilities

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'.