Product Support Technician

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Motor Coach Industries

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

📦 Logistics

💼 Consulting

✈️ Travel

💰 Corporate Round on 2012-07

Logistics • Consulting • Travel

Motor Coach Industries is North America’s leading public and private market motor coach brand, known for manufacturing high-quality motor coaches such as the J4500, the bestselling model for over a decade, and the newly introduced J3500 model. In addition to manufacturing, MCI offers a range of services including maintenance, repair, 24-hour roadside assistance, parts supply, and technician training through its accredited MCI Academy.

📋 Description

• Provide repair and maintenance support to customers and regional field teams by phone or email • Field customer complaints and advise on repair solutions and maintenance procedures • Maintain call logs and document call details to ensure customer issues are resolved • Conduct product and maintenance research using online resources, maintenance manuals, service bulletins, internal memos, and other written materials • Assist customers with warranty questions and connect them with the proper department • Liaise between customers and vendors to ensure correct part numbers • Provide feedback and recommendations to engineering, field teams, and other internal departments to improve customer service and streamline processes • Review maintenance manuals and service bulletins and provide feedback or suggestions • Support customers and contractors calling Emergency Roadside Assistance (ERSA) • Assist ERSA staff with calls and coach-down situations

🎯 Requirements

• High School Diploma or equivalent required • 10 years of technical support and customer service experience • Experience with Oracle • Proficiency with Microsoft Outlook, Excel, Word, and PowerPoint • Experience with Genesys Cloud phone system • HVAC troubleshooting knowledge • Electrical and powertrain systems knowledge • Less than 5% travel • Degree in Engineering beneficial

🏖️ 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