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.  

POSITION SUMMARY:  

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. 

WHAT YOU WILL DO: 

• 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. 

WHAT YOU NEED TO BE SUCCESSFUL 

• High school diploma or GED; completion of a recognized heavy-duty, automotive, diesel, or related technical training program is preferred. 

• 5+ years of hands-on experience diagnosing, maintaining, or repairing motor coaches, transit buses, heavy-duty trucks, or comparable commercial vehicles. Experience supporting MCI or other Motor Coach brand products is considered an asset. 

• Strong experience troubleshooting vehicle electrical and electronic control systems, including wiring, sensors, controls, communications networks, and multiplex systems. Experience with I/O Controls, Vansco, and ACTIA Multiplex electrical systems is considered an asset. 

• Strong knowledge of powertrain systems and the ability to diagnose engine, transmission, and related performance concerns. Experience with CAT, DDDL, Cummins INSITE, ZF, and Allison Transmission diagnostic systems is considered an asset. 

• Strong knowledge of vehicle braking, pneumatic, ABS, and traction-control systems. Experience with Bendix ABS/Traction Control and WABCO systems is considered an asset. 

• Detailed knowledge of mobile HVAC systems, including troubleshooting, service, and repair. CFC12-12 certification, Technician Type II MV AC EPA Certification, or other applicable mobile HVAC certification is considered an asset. 

• Experience using scan tools, meters, diagnostic devices, and other equipment used in the diagnosis and repair of modern commercial vehicles. Familiarity with SmartTire/SmartWave, Amerex, or comparable vehicle systems and diagnostic applications is considered an asset. 

• Strong technical communication and customer service skills, with the ability to troubleshoot directly with customers and technicians both hands-on in the field and remotely by phone or email. 

• Strong documentation skills with the ability to accurately record customer concerns, symptoms, diagnostic steps, technical findings, repairs, and recommendations. 

• Proficiency with business applications, including Microsoft Office and electronic service and diagnostic systems. 

• Valid driver's license and ability to meet applicable company, customer-site, and travel requirements. A Commercial Driver's License (CDL) with required medical certification card is considered an asset. 

• Ability to participate in scheduled after-hours or emergency technical-support coverage as required. 

Physical & Workplace Requirements: 

• NFI Group maintains a drug-free workplace in accordance with applicable laws and contractual requirements.  

• Ability to lift up to 50 lbs. regularly (75 lbs. with assistance), perform repetitive movements such as bending, kneeling, and crouching, and work on elevated surfaces or in confined spaces.  

• Ability to stand and walk on hard surfaces for extended periods of up to 8+ hours.  

• Visual acuity to read diagnostics and inspect components, and hearing ability to detect vehicle noises and alarms.  

• Ability to work in varying environmental conditions, including noise, dust, fumes, and temperature fluctuations, while wearing required PPE.  

• Strong safety awareness and adherence to workplace procedures.  

• Up to 90% travel; must be eligible to travel within the United States. This role services the Western Region of the United States.

Compensation Range: $80,000 – $105,000 per year, based on experience and qualifications. 

OUR WHY: We Move People. 

At NFI Group, our purpose is simple: we exist to move people. Every day, our buses, coaches, parts, technology, and services help connect people.  

Across our family of brands, thousands of team members work together to design, build, deliver, and support transportation solutions that are safe, accessible, reliable, and sustainable. Whether you're building vehicles on the production floor, supporting customers, developing new technologies, or helping our business grow, your work helps keep communities moving. 

If you're looking for meaningful work where you can make an impact, we'd love to hear from you.  

Learn more at www.nfigroup.com. 

AI Assisted tools may be used in parts of the screening or selection process.