HQ ramps up training for MCI Service Center techs

When MCI customers choose MCI Service Centers, it's a given that their coach will be in the hands of technicians who know the vehicle inside and out. And that's no accident. MCI has always maintained exceptionally high standards for its technicians, and part of providing excellent service is providing superior training. To that end, MCI has been expanding its normal internal technician-training schedule and adding spot-development opportunities at all MCI Service Centers.

William "Gator" Pryne, senior technical advisor for MCI, is in charge of much of the spot training, which places special emphasis on new systems and components. "This is not our father's coach," says Pryne, who spent time training New Jersey Transit mechanics as part of MCI's history-making procurement contract. "It's important to stay current and make sure our people have the latest information and resources."

Braking news
Recently, Pryne has been traveling between MCI service centers to share the latest info on the ArvinMeritor disc brake systems MCI now uses in its coaches. After MCI technicians complete ArvinMeritor's online training course, it's Pryne's responsibility to facilitate further hands-on training, making sure MCI techs know how to apply the knowledge. The training is rigorous, and yes, there are tests. Pryne has also been consulting with Blaupunkt he can pass along the best-possible training on MCI's 2008 entertainment systems, and Pryne has been setting up powertrain-manufacturer training modules as well.

Pryne and his team will continue to work hard to get updated information to the service technicians as new components appear on coaches or engineers make model changes, and to make sure that technicians get the most out of new diagnostic tools. The worst thing, says Pryne, is when mechanics — MCI's or anyone else's — pick up misinformation that's been circulating around a water cooler or truck stop. "Information is a beautiful thing, as long as everyone has access to the truth," says Pryne.

Back to school
MCI techs are going "back to school" on existing systems, too, to make sure that all techs are wel versed in the basics. It will be an ongoing effort, and an important one as MCI shops continue to grow and add new mechanics.

Pryne is also making sure that all technicians have the latest maintenance bulletins, vendor materials, presentations and other relevant materials. "That way they can build their own library," says Pryne.

While MCI's stated goal is to have the best-trained technicians in the industry, it's not about expertise just for expertise's sake. Well-trained mechanics help a shop's bottom line by fixing things right the first time, and good mechanics welcome training opportunities as career investments and are more likely to stick around, says Pryne. And, of course, good training leads to good repairs, which lead to customer retention and referrals.

Power training
A well-trained technical staff will also help MCI offer more warranty and service work on engines and transmissions, providing a more seamless, one-stop-shopping experience for customers. And by reducing the number of times coaches are sent to an engine dealership for warranty repair, customers benefit from shorter repair times and the engine vendor's time is more available for when it is truly needed.

"Training goes a long way toward working well with other suppliers," says Pryne. "For the customer, it's a win-win."

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