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Who's Who? MEET MCI’S TECHNICAL SUPPORT CALL CENTER STAFF
They're your best friends whenever you need their help. But do you really know your MCI technical support
engineer? MCI's busy
technical call center
is
staffed
by six longtime professionals with more than 160 years of experience between them. And with as many as 150 calls a day, they draw upon all of that knowledge regularly.
 Richard Cunningham, supervisor
With 15 years of hands-on mechanical experience, Richard Cunningham says he worked on "one of everything plus a couple of others" before coming to MCI five years ago. Today, he uses his wealth of knowledge to visualize customers' problems. His favorite coach is the J4500 because of its multiplexing. "Once you get past the intimidation factor, troubleshooting is simple." The best part of his job? "Knowing that when we hang up the phone, we've resolved a customer's problem."
Gilles Gueret, service engineer
 When Gilles Gueret answers the phone, many customers find his voice more than a little familiar. A 20-year MCI employee, Gueret spent 15 years on the road as an MCI field representative before joining the tech support team. A licensed heavy-duty diesel mechanic, Gueret considers his job "the most challenging thing you can do." In addition to his technical expertise, he brings to his job the wisdom of the field. "You learn that sometimes the problem isn't the problem," says Gueret. "If you ask the right questions, you’ll find out what the real problem is." And sometimes, there's some venting. Says Gueret, "If you're thin-skinned, this isn't the occupation for you."
 James McClain, service engineer
James McClain has plenty of mechanical experience thanks to the military and his time at MCI, but it may have been his years in flight control that taught him how to handle the call center's high volume with grace. And when a coach is stuck in a West Virgina mineshaft or stranded on the Columbia Ice Fields, a cool head comes in handy. "If we can get them up and running in two hours instead of two days, we can keep them coming back for more," says McClain. Like Cunningham, McClain especially likes troubleshooting the multiplex systems on the E and J coaches. "Mechanics are used to relays and wires, not little lights. It can be a real challenge."
Terry Bowersox, service engineer
 "I've never twisted a wrench on a coach in my life," says Terry Bowersox. But as a former college mechanical instructor and all-around automotive expert with nearly 20 years of experience, he's spent plenty of time guiding others through the process. His most gratifying moment? "When you hear the lightbulb come on in the customer's voice. Then you know the problem is fixed." Bowersox likes working with MCI's latest models, in part because it pushes him to learn more. Bowersox believes that one of his talents is the ability to translate technical jargon into plain English. "I make sure the customer understands the system he's working on. In the long run, it makes him better and improves the big picture."
 James Solsbury, service engineer
With 36 years of mechanical experience, starting with a formal education and including stints as an electrical engineer and subway car mechanic, James Solsbury has more hands-on wrench time than anyone else in the group. Like many in the technical
call
center, he derives great satisfaction from helping customers. "When you find the thing that they've overlooked, that's the key to solving the problem," says Solsbury, who's been with MCI for three years. While he's handled calls from as far away as Ethiopia, his most unusual query came from closer to home. "One customer wanted to know if he could use dyed agricultural fuel in his coach." (The answer: while the engine may operate with that fuel, you should check with your engine manufacturer for more information.)
 Michael Stephenson, service engineer
Michael Stephenson may be a one-year rookie at MCI's technical call center, but with 27 years of mechanical experience under his belt, he's got the second-longest resume of anyone on the team. And coaches are far from the largest things he's ever worked on — holding that honor are the Navy ships Stephenson tended for 21 years. When it comes to motor coaches, Stephenson especially likes working on older models. "Working on coaches comes naturally to me," says Stephenson. "It's like a sixth sense."
Got a difficult technical problem that’s bugging you? Call MCI’s Technical Call Center at 800-241-2947.
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