Product Support Specialist

3 weeks ago

Livermore, United States GILLIG Full time
Job DescriptionJob Description

As the leading transit bus manufacturer in the United States, GILLIG buses play a critical role in the environmental and social initiatives in communities across our nation. GILLIG is on the forefront in the transition to zero-emission vehicles and has an unmatched reputation in the industry for quality, reliability, durability, service, and support. From initial design through final assembly, each GILLIG bus is designed and built in Livermore, CA.

***This position will be based out of Livermore CA* office**

WHY GILLIG

  • Leader in environmentally friendly mobility solutions including battery electric, hybrid electric, near-zero CNG and clean diesel transit buses
  • Renowned for its inclusive team/family-oriented culture
  • Stable, successful, and growing organization – a Bay Area business for over 132 years
  • Flexible schedules (*depending on project needs)
  • Excellent compensation including company paid medical premiums, generous retirement plan and other comprehensive benefits

ABOUT THE ROLE

GILLIG is seeking a highly motivated, passionate, customer focused professional with strong problem-solving skills and a solid background in technical support of commercial vehicles, especially transit buses. As a Product Support Specialist, you are responsible for providing advanced diagnostics and technical support to GILLIG customers, suppliers, and our field service representatives. You will also serve as subject matter experts on any new GILLIG vehicle platforms and technologies.

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. You will have a goal of effectively resolving complex customer issues in a timely manner. You are trusted to provide detailed information necessary to resolve complicated issues, determine root cause and corrective actions and assist in the development of instructions for repetitive repairs.

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, be willing to continuously learn new troubleshooting and diagnostic technologies and have a strong, detailed knowledge of commercial vehicles, preferably transit buses. Also, you need to be experienced in documentation, process development and resolving complex technical issues for both internal as well as customer facing clientele.

IN THIS ROLE YOU WILL

  • Travel to customer's location 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 problems 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
  • Serves 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 Permanente 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

BASIC QUALIFICATIONS

  • 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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