Meet your Service Advisor

When you walk into an MCI Service Center, chances are, the first person you'll encounter is the MCI service advisor. Recruited from a variety of technical, customer service and other appropriate backgrounds, these MCI professionals are trained to greet you, write up your repair order, keep your coach repair on track, and keep you informed of its progress. They spend a lot of time listening to their customers talk. Today, we're turning the tables:

Atlantic City, New Jersey: James Peanoski

A service advisor for a little over a year, Peanoski presides over one of MCI's busiest repair counters. "We're on a parking lot that can hold 500 coaches at a time," says Peanoski. "Drivers can be here for up to six hours at a time. We really try to knock out the work." Peanoski is well suited to a high-turnover environment. Before he came to the coach service industry, he earned a degree in hotel management and has held a wide variety of jobs that have been heavy on customer interaction. "It's a matter of treating people with respect and respecting the company you work for." A lifelong resident of New York and New Jersey with a wife and twin daughters, Peanoski comes by his technical background through his other passion: riding Harleys. "I basically built my first motorcycle."

Blackwood, New Jersey: Dennis Longdaue

MCI's Blackwood service advisor for about three years, Dennis Longdaue had an even more challenging job before coming to MCI as a technician four years ago: paratrooper. The U.S. Army veteran, who put in time in special operations and heavy equipment repair, sayshis 22 years in the armed forces prepared him well for MCI. "As long as you can multitask, you can accomplish your mission." He knows his technician training has come in handy too. "It makes it easier to write up the order, and to explain the terminology to the customer." When he's not at MCI, he stays busy with his wife and their four kids. At work? "I just try to do my best for the customer. It's a great job. And I like to give back 110 percent every day."

Dallas: Doug Tancos

Customer Service Manager Doug Tancos is wearing many hats these days at the Dallas Service Center. With MCI since 2000, Tancos started as an inventory coordinator and spent time in the parts department before taking on his present responsibilities nearly four years ago. "The Service Advisor is the face of the shop. That's the first person the customer sees, the person they're going to explain their complaint to and the person who will walk them through their repair when they pick up the coach." Tancos is proud of his shop. "I think we have an excellent service center overall, with a crackerjack parts department and a real good team. We do what we have to do to take care of the customers. We're proud of what we do, and that we can keep them coming back."

Des Plaines, Illinois: Steve Carney

Steve Carney has only been at MCI's Chicago-area service center since Memorial Day, but he's already made lots of friends. Of course, it helps that he's seeing a lot of his old customers — he comes to MCI after 20 years of automotive service management. "I've been pleasantly surprised to see that a lot of my old limousine customers have gotten into coaches," says Carney. His philosophy is simple. "I'm a firm believer the Golden Rule. If you treat people like you want to be treated, you'll very rarely go wrong." It's a principle that's especially helpful considering the long distances many customers drive to use MCI's services. "We have people coming in from Wisconsin, Indiana and Iowa. You have to be responsive to the fact that they're investing a day or two of their time. You want to make sure you coordinate things well."  Carney, who calls himself a people person, is encouraged that he's already established close ties with many of his customers. "I've got a number of operators where it's as much about business as it is about other things — like consoling our Wisconsin friends when Brett Favre retires and resisting the urge to gloat," jokes Carney. When he's not at MCI, the South Side native spends his time with his wife and three kids. A new grandfather, he also coaches his kids' sports teams.

Lebanon, Tennessee: Kevin Lewis

Kevin Lewis joined MCI as a shop supervisor in October 2005 and is now customer service manager. He also fills in as the branch's service advisor. "It's natural that I should talk with customers and resolve their issues," says Lewis. "I make sure the shop has parts, make sure the repair is moving along and relay the information to the customer and explain to him why he needs a particular part." Lewis is used to wearing many hats. His previous experience includes automotive service management and a stint as an instructor at Nashville Auto Diesel College. He's also an Army veteran. "I wanted to get into MCI," says Lewis. "I knew they were the industry leader, and I wanted to come aboard." Because of its entertainer conversion-coach clientele, the Nashville service center comes with its own set of unique challenges. "We have to use kid gloves at times. But I try to handle all customers the same. I want them to think of us anytime they come through the area."

Loudonville, Ohio: Earl Spain

With eight years on the job, Earl Spain has been at the Loudonville longer than anyone else at the service center there. And customers are the richer for it. He has a background that includes industrial maintenance and securities, but it's perhaps his other previous job that offers the best skill set for his present position. Spain used to be a pastor. "I guess it helps in knowing people's personalities and understanding their feelings," says Spain. "I can relate to people. The best thing is seeing a well-satisfied customer. 'Well-done, my good and faithful servant,' as the Bible would say." Spain believes that good communication is the key to success — specifically, keeping customers informed about their repairs. Spain has been married for 32 years and has four children plus five grandchildren to keep him busy when he's not at MCI.  Says Spain, "I plan on retiring here."

Los Alamitos, California: Robert Guzman

Trained as a diesel mechanic during his six years in the U.S. Navy, Robert Guzman has been with MCI since 2004. Hired as a technician, and then promoted to shop supervisor, he's been the service advisor for about a year. "The challenge is meeting customer expectations, to under-promise and over-deliver. The reward is doing just that and making sure people know that we care — that we're not just faceless corporation selling buses," says Guzman. Motors are, in a sense, in Guzman's blood. His father was a Ford mechanic for 35 years back in Detroit, where Guzman is from. "Having a technical background helps when someone is trying to describe an issue. And I can explain a problem in layman's terms if need be." When Guzman is away from the MCI counter, he likes to play golf, something he does with the same proficiency as his job — he has a 17 handicap.

Orlando, Florida: Teresa Egan

A relative newcomer to MCI, Teresa Egan nevertheless has plenty of experience in the offices of Detroit Diesel, Allison and a fire truck manufacturer. She's also run her own business. Sometimes, she says, customers make assumptions based on her gender. "Sometimes they're surprised that I can open the door of the coach," she jokes. Mostly, she approaches her job with patience and determination. "We try to meet all our customers' needs and find out what their goals are — sometimes they're looking for a repair, sometimes just a bit of technical assistance. I'm very picky about doing things correctly and making sure every stone is turned." She's also very aware of her role at MCI. "I have to uphold the reputation of the service center. It's how my relationship starts out with the customer that can determine how everything goes. You have to be confident in what you're doing, and in the end, the customer has to be happy." When she's not at MCI, she likes to swim, roller-blade and spend time with her two children.

Montreal, Quebec: Elaine Payette

Elaine Payette has been the face of MCI's Quebec service center for 10 years. She has been the service advisor for two years, but she has served as an administrative assistant, sales coordinator, accounts receivable and various other functions. "I've always worked for bus companies," says Payette. "It's like a big family. Everyone knows everyone, and I'm comfortable with that." Payette, whose own family recently expanded with the addition of a grandchild, makes a point of treating her customers like they belong. "You treat your customers the best you can, and get their coaches repaired as fast as you can so they can get back out and back to their business. I think our clients are quite happy with the service we provide."

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