Technical Solutions Manager (BEV)

As a Technical Solutions Manager (BEV) at MCI, your primary responsibilities include troubleshooting and providing technical support for battery-electric coaches while ensuring a high level of customer satisfaction. You will monitor operations, document service occurrences, and coordinate with engineering and training teams to enhance the onboarding process for customers. Your role will also involve training service centers on tooling requirements and developing strong communication across various departments and with clients.

To qualify for the Technical Solutions Manager (BEV) position at MCI, you’ll need at least a high school diploma or GED, although a Bachelor's degree in Engineering is preferred. You should have a minimum of 5 years of experience supporting motor coach brand products or 10 years in non-motor coach products, alongside certifications such as CFC12-12 and Technician Type II MV AC EPA. Proficiency with electrical systems diagnostic tools and software is essential for this role.

Travel is a significant component of the Technical Solutions Manager (BEV) role at MCI, accounting for approximately 90% of your working time. You will travel to various locations Monday through Friday, providing you with the opportunity to meet clients directly and assist them in understanding their electric coaches' functionality. Flexibility and availability for travel are crucial for success in this position.

MCI provides extensive training and support for Technical Solutions Managers (BEV), including hands-on experience with product technologies and in-house training initiatives. As a part of your role, you'll work closely with our training group to build comprehensive training programs on battery-electric vehicle systems, ensuring that you are well-prepared to support both internal teams and external customers effectively.

MCI offers a robust benefits package for Technical Solutions Managers (BEV) that starts on your first day of employment. This includes company-paid dental and vision coverage, life insurance, medical insurance with HSA contribution options, competitive wages, a 401K plan with company match, paid vacation, sick leave, and holiday pay, along with opportunities for ongoing employee development and engagement in a supportive team environment.

When troubleshooting electrical systems in battery-electric coaches, I prioritize systematic diagnostics, starting with reviewing the service history and understanding the symptoms. I use diagnostic tools like I.O. Controls and analyze patterns in electrical data. Collaboration with engineering and customer feedback ensures that issues are effectively resolved.

I have extensive experience in vehicle electrical systems diagnostics, having worked with various platforms and diagnostic tools. My process involves understanding electrical schematics, running tests, and using software like Cummins Insite and WABCO systems to pinpoint faults accurately and propose solutions.

I believe clear and transparent communication is key to client satisfaction. I ensure that clients fully understand the troubleshooting process and outcomes by using straightforward language, providing regular updates, and actively listening to their concerns. This fosters trust and encourages an ongoing partnership.

Staying updated on electric vehicle technologies is crucial for my role. I regularly participate in industry webinars, read technical journals, follow relevant online communities, and attend trade shows. Engaging with colleagues in engineering and R&D also helps me stay informed about upcoming technologies and innovations.

In a previous role, I collaborated with engineering, training, and field service teams to address a recurring transmission issue. We convened to analyze the problem, conducted joint training sessions, and implemented a new communication protocol, which significantly improved response times and client satisfaction.

I prioritize emergency support calls by assessing the urgency and details of the situation. I use a calm and methodical approach to guide customers through troubleshooting steps while documenting the process. If necessary, I coordinate with field service teams to ensure they receive timely assistance.

Indispensable tools for my role include diagnostic software like DDDL and Allison Transmission diagnostics for fault analysis, as well as project management tools to stay organized. Additionally, customer relationship management software helps me maintain effective communication with clients.

To ensure effective implementation of training programs, I collaborate closely with the MCI Training group to create tailored training content based on customer needs. I conduct feedback sessions post-training to identify improvements, ensuring clients can apply the systems effectively for optimal performance.

Key factors in maintaining high-quality customer service include prompt response times, clear communication, thorough knowledge of products, and an empathetic approach to customer issues. I strive to exceed client expectations by addressing their concerns proactively and ensuring they feel supported throughout our interactions.

I am passionate about electric vehicle technology and appreciate MCI's commitment to safety, innovation, and sustainable transportation. Joining MCI as a Technical Solutions Manager (BEV) presents an exciting opportunity to contribute to groundbreaking advancements in the industry while working within a supportive and engaged team culture.