Product Support Technician

About the role

Provides technical support to customers and regional field teams in a call center environment. Utilizes general and specialist knowledge to troubleshoot technical issues concerning MCI branded products as well as vehicles and accessories under the New Flyer product scope.

Responsibilities

• By phone or email, provide customers and regional field teams with repair and maintenance support.
• Field customer complaints, advise on repair solutions, and familiarize customers with maintenance procedures.
• Maintain call logs and document call details to ensure all customer issues have been resolved.
• Conduct product and maintenance research utilizing online resources, maintenance manuals, service bulletins, internal memos, and other written materials.
• Assist customers with warranty questions, establishing contact with the proper department.
• Act as liaison between customer and vendors to ensure correct part numbers.
• Provide feedback and recommendations to internal departments including engineering and field teams to improve customer service and streamline internal processes.
• Review maintenance manuals and 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.

Requirements

• High School Diploma or equivalent required; Degree in Engineering beneficial.
• 10 years of technical support and customer service experience.
• Proficiency with Oracle, Microsoft Outlook, Excel, Word, PowerPoint, and Genesys Cloud phone system.
• Experience with Heating, Ventilation, and Air Conditioning (HVAC) troubleshooting, Electrical, and Powertrain systems.
• Less than 5% travel required.

Benefits

• Benefits starting on day one of employment.
• Company-paid base dental and vision coverage.
• Company-paid life insurance.
• Medical insurance with employer HSA contribution plan options.
• Competitive wages.
• 401K plan with company match.
• Paid vacation and statutory holidays.
• Ongoing employee development through a variety of in-house training initiatives.