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Most new-coach customers are familiar with their MCI sales representatives, their fleet support managers and possibly the Technical Support Center or the nearest MCI service center. But since January, customers have been seeing a lot more of another member of their PRO Support team: the product support specialist. Product support specialists, all of whom have technical or mechanical backgrounds, work in tandem with fleet support managers to troubleshoot coach equipment problems and provide training to customers with coaches under warranty. There are 18 product support specialists, more than triple the number two years ago. Two are assigned exclusively to public sector transit accounts. The rest serve customers according to territory. "We're now able to respond more quickly to customer needs," says Bruce Malcolm, director of technical product support. "Operators are beginning to get to know their product support specialists, and we're building stronger bonds." Beyond sheer manpower, one of the newest tools in the product support specialist kit is a sophisticated PC diagnostics system, allowing diagnosis of virtually any coach system. Product Support Specialists are also introducing operators to BIT — Brief Intensive Training. Product support specialists have access to 18 different training modules, many of which they offer to customers spontaneously, as the need arises. BIT lessons can last half an hour, or a shop can schedule one that lasts half a day. Modules range from comparatively simple things like how to properly operate the windshield wipers to troubleshooting the multiplexing system. Most of the product support specialists carry projectors, sometimes choosing to screen the modules on the side of the coach. "Customers are loving it," says Malcolm. "It helps them, and it helps MCI." Indeed, one of the specialists' functions is to act as liaison with MCI engineering and factory staff to report and resolve problems. Says Malcolm, "It helps us more clearly define issues in the field and resolve them before they affect others." The process has already resulted in several coach improvements. The product support specialist team, which also includes two customer assurance technicians and senior technical advisors, also conducts much of the MCI driver-simulator training, both at MCI's new Louisville National Training Center and aboard the two roving simulator-equipped J4500 coaches. "Our focus is definitely on customer service," says Malcolm, "And driving customer-led improvements back to the factory." To learn more about your product support specialist, contact your fleet support manager . 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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