Heavy Duty Coach Field Service Specialist; TSM

Motor Coach Industries ("MCI") is North America's public and private market motor coach leader, offering the all-time best-selling luxury motor coaches and workhorse commuter coaches, and brand new zero-emission luxury, high- and low-floor commuter coaches, designed on MCI's legendary J Series and D Series platforms. MCI is a subsidiary of NFI Group, a leader in propulsion agnostic bus and coach mobility solutions, and operates two world-class, award-winning coach manufacturing facilities and seven service centers.

Building on over 90 years of experience manufacturing motorcoaches, MCI actively supports more than 30,000 vehicles across North America, with nearly half of all motor coaches in service in the United States and Canada built by MCI.

The Technical Solutions Manager is a senior technical field resource responsible for providing hands-on and remote support to MCI customers throughout the assigned territory. This role combines advanced vehicle diagnostics and field service with customer-facing technical support, helping resolve complex coach issues both on-site and remotely.

Working closely with customer technicians and internal Engineering, Quality, Warranty, Parts, and Service teams, the Technical Solutions Manager diagnoses mechanical, electrical, HVAC, pneumatic, powertrain, and vehicle-control system issues, supports repairs and service campaigns, documents technical findings, and helps drive product issues through resolution.

• Provide advanced technical support to MCI customers both on-site and remotely by phone, email, and other support channels, helping diagnose and resolve coach service, maintenance, and operating issues.

• This role will travel extensively throughout the assigned territory to perform hands-on troubleshooting, diagnostics, repair support, and technical problem resolution at customer locations.

• Diagnose complex issues involving vehicle electrical and multiplex systems, powertrain, HVAC, pneumatic systems, controls, and other major coach systems.

• Guide customer technicians through diagnostic procedures, electrical schematics, service manuals, fault codes, repair procedures, and recommended corrective actions.

• Use OEM and supplier diagnostic software, service tools, and technical documentation to identify root causes and support effective repairs.

• Determine when an issue can be resolved remotely and when on-site field support, engineering involvement, parts support, or additional technical resources are required.

• Support new-coach introductions and in-service vehicles by investigating product concerns, documenting findings, and helping customers achieve reliable vehicle operation.

• Partner with Engineering, Quality, Warranty, Parts, Service, and other internal teams to investigate technical issues, identify containment actions, and support permanent corrective solutions.

• Document customer concerns, diagnostic steps, repairs, technical findings, and unresolved product issues accurately and in a timely manner.

• Identify recurring or emerging field issues and provide clear technical feedback to internal teams to support product and service improvements.

• Support service campaigns, field modifications, warranty activities, and other customer-service initiatives as required.

• Build strong working relationships with customer maintenance teams by providing responsive, practical, and professional technical support.

• Share technical knowledge and best practices with customer technicians and internal service personnel through hands-on coaching and technical guidance.

• Participate in scheduled after-hours or emergency technical support coverage as required.

• High school diploma or GED; completion of a recognized heavy-duty,…