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Some customers may see a new face this year when buying a new coach or parts, or seeking product support. MCI has realigned its sales and support territories to ensure that sales representatives, fleet support managers and product support specialists in any given area share the exact same group of customers, which will improve communication and coordination of services, says Wade Norton, vice president of MCI Pro Support. The exact number of team members will stay the same, but the territorial shifts will give additional coverage to busy areas. The move is an extension of MCI's move a year and a half ago to more than double its product support specialist staff. "The customers loved it. They thought it was one of the best things we ever did," says Norton. "The thing we didn't do then was that we still had new-coach sales people in totally different territories, which sometimes meant that a sales rep might be working with several different product support specialists or fleet support managers." Norton says the new arrangement will improve response time as sales reps, fleet support managers and product support specialists work together more tightly as a team. In addition, there will be some administrative changes. New directors of fleet support have been named. Joining Guy Tessier in Canada and Dan Besserer for transit accounts, Dent Shuey has accepted the promotion to director of fleet support in the western U.S. and Matthew Clapp has been promoted to director of fleet support in the eastern U.S. Product support specialists will now report to MCI's senior technical advisors Steve Kiner and Skip Neff. Norton says that bringing the senior technical advisors into the chain of command will increase mentoring and training opportunities. MCI representatives will soon be contacting customers as necessary. To see your territorial team for 2008, click here. The FYI from MCI editorial staff values your feedback. Please e-mail any suggestions, comments, or ideas for future articles to fyi@mcicoach.com. |
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