Product Support Specialist

4 weeks ago


Livermore, California, United States GILLIG Full time
About the Role

GILLIG is seeking a highly motivated and customer-focused professional to join our team as a Product Support Specialist. As a key member of our Service Engineering team, you will be responsible for providing advanced diagnostics and technical support to our customers, suppliers, and field service representatives.

You will have extensive knowledge of the GILLIG bus and be able to effectively utilize a comprehensive suite of computer software/tools to accurately diagnose vehicle-related issues. Your goal will be to effectively resolve complex customer issues in a timely manner, providing detailed information necessary to resolve complicated issues, determine root cause, and corrective actions.

As a Product Support Specialist, you will report directly to the Supervisor, Service Engineering. You must be extremely customer-focused, have a passion for problem-solving, and be willing to continuously learn new troubleshooting and diagnostic technologies.

Key Responsibilities:

  • Travel to customer locations throughout your assigned territory to support complex customer issues
  • Lead regularly scheduled customer calls/meetings to explain complex issues while keeping them informed of progress
  • Recommend the course of action to resolve complex product-related issues for regional field service members and customers
  • Facilitate investigation into root cause and resolution with customer, supplier, and cross-functional GILLIG teams
  • Perform and document failure analysis using field reports, photos, and failed material analysis
  • Serve as the company representative with customers on administrative and technical matters for assigned projects
  • Provide remote troubleshooting support and attempt to fix units with symptoms and telematics data whenever possible while mentoring the regional field service representatives within the Customer Care Team
  • Serve as the initial subject matter expert on diagnostics and repair for new GILLIG vehicle platforms and technologies
  • Assist in the preparation of any new product readiness planning, including repair plans, tools, training, and Infant Care (Post 120-day launch)
  • Prepare reports to management including compilations of customer complaints, trend analyses, and suggestions for Interim and Permanent Corrective Actions
  • Assist or perform accident/fire investigations, and provide detailed photos for investigation, as needed
  • Lower warranty expenses by managing projects to reduce Mean Time to Repair resulting in improved uptime for customer vehicles
  • Develop innovative approaches, technology, and processes to improve Mean Time to Repair and Mean Time between Failure leading to Best in Class customer experience

Requirements:

  • Bachelor's Degree in a related Engineering field or the equivalent technical experience
  • Results-driven individual with a minimum of 5 years of experience in the Commercial Vehicle Industry, preferably transit buses
  • Extensive knowledge of the GILLIG bus both mechanically and electrically
  • Ability to read engineering drawings and electrical schematics
  • Strategic mindset with excellent written and verbal communication skills
  • Proven ability to use Telematics and/or a comprehensive suite of computer software/tools to accurately diagnose vehicle issues
  • Comprehensive computer skills and working knowledge of Salesforce is ideal
  • Strong experience in problem-solving techniques and documentation of corrective action plans
  • Goal-oriented and able to motivate and positively influence customers' perception of GILLIG product quality
  • Certified in High Voltage Safety procedures, Fall Protection, and shop safety practices
  • Ability to prepare repair and diagnostics bulletins for publication to broader field support network and/or customers
  • Well-versed in technical aspects of field projects, including outlining costs, repair plans, and logistics for completion of complex issues

Work Environment:

  • Ability to lift up to 35 lbs.
  • Working environment in customer's maintenance shops and/or outdoors
  • Regularly sit, stand, walk, kneel, squat, work at heights, work in confined spaces
  • Working from ladders, heights, and underbody chassis components required
  • May be required to work overtime or weekends based on business needs
  • Travel required between 70% - 80% of the time
  • Standard start time: 7:00 a.m. (negotiable)

Expected Compensation:

$75,000 - $275,000 annual salary + premium benefits

Pay offered may vary depending on multiple individualized factors, including market location, job classification, job-related knowledge, skills, and experience. The total compensation package for this position may also include other elements dependent on the position offered. Details of participation in these benefit plans will be provided if a candidate receives an offer of employment.

GILLIG is an equal employment opportunity and affirmative action employer.



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