Supervisor, Service Engineering

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. 

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.  The Supervisor, Service Engineering is responsible for a leading team of Product Support Specialists to develop advanced diagnostics and technical support to GILLIG customers, suppliers, and our field service representatives. A qualified candidate would have extensive knowledge of the GILLIG bus and serve as subject matter expert on any new GILLIG vehicle platforms and technologies. 

The Supervisor, Service Engineering will effectively resolve complex customer issues across all product platforms in a timely manner.  All candidates must be extremely customer focused, have a passion for problem-solving, and be willing to continuously learn new troubleshooting and diagnostic technologies. The Supervisor, Service Engineering will report directly to the Manager, Technical Services Support.  

IN THIS ROLE YOU WILL

• Effectively manage and motivate a highly performing Product Support Specialists group of 5-8 individuals to achieve departmental objectives
• Execute process to resolve complex product related issues for regional field service members and customers
• Facilitate investigation into root cause and resolution with customers, supplier and cross functional GILLIG teams
• Be well-versed in technical aspects of field projects, including outlining costs, repair plans and logistics for completion of complex issues
• Act as subject matter expert for failure analysis process using field reports, photos, and failed material analysis
• Representing GILLIG on administrative and technical matters for assigned projects with customers
• Serve as the initial subject matter expert on diagnostics, telematics data 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
• Govern publication repair and diagnostics bulletins to broader field support network and/or customers
• Assist or perform accident/fire investigations, and provide detailed reports including 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

• High School Diploma with progressive work experience required; Bachelor’s degree in Engineering or equivalent degree preferred
• 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 are ideal
• Highly motivated with strong problem-solving and organizational skills as well as the ability to effectively prioritize and multi-task
• Ability to motivate and positively influence customers' perception of GILLIG product quality
• Certified in High Voltage Safety procedures, Fall Protection, and shop safety pra