Product Support Technician

Motor Coach Industries

2d

About The Position

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.

Requirements

• High School Diploma or equivalent required
• 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.

Nice To Haves

• Degree in Engineering beneficial

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’.

Benefits

• 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
• Ongoing employee development through a variety of in-house training initiatives.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: High school or GED