Description

Job Title: Product Support Technician

The Technical Call Center (TCC) is one of the contacts points that our customers, internal or external, can reach to report a problem with a coach.

By phone or email, the TCC provide customers and regional field teams with repair and maintenance support. Field customer complaints, advise on repair solutions, familiarize customers with maintenance procedures. Maintain call logs and document call details to ensure all customer issues have been resolved.

WHAT YOU WILL DO:

• Trouble shoot all coach systems with limited information.
• Discuss warranty policies and procedures with customers and assist with warranty claims.
• Discuss complaints with customer taking notes to ensure all problems are addressed.
• Familiarize customers with the coach parts and maintenance manuals.
• Teach and assist the customer in filling out warranty claims.
• Read and study all service bulletins and internal memos received to keep up to date.
• Provide feedback to engineering and publications.
• Train customers on coach repair and maintenance.
• Assist MCI Technical Service Managers (TSM) and MCI Service Centers with technical issues
• Provide Part number information
• Explain new coach concepts to customers and stress the importance of maintenance.
• Maintain a daily call log, and file reports.
• Able to answer issues NOT addressed in the Maintenance Manual, due to exceptional skills developed over time and or practical hands on experience.
• Ability to self-learn new installations with little or no training and council others in its function.
• Work directly with engineering to resolve repetitive customer issues.
• Ability to keep in focus what is best for MCI and our customers internal and external.
• Must be able to multi-task/ handle multiple open projects at the same time.
• Assist ERSA on occasion

WHAT YOU NEED TO BE SUCCESSFUL:

• Coach, bus or heavy duty technical background
• Proven customer service focus
• Experience in a call center environment preferred
• Familiar with MS Office products
• Some weekend/after hours support may be required

WHY JOIN OUR TEAM:

• Motor Coach Industries is Reliability Driven – we value safety, high quality products and employee engagement in everything we do
• NFI Group has been named a Manitoba Top Employer ten times since the competition was established in 2007.
• Competitive wages
• A continuous learning environment
• Ability to advance your career with a growing company

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