Manager, Regional Field Service (Northeast)

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 able to provide management oversight and technical expertise to a regional team of talented Field Service Representatives as well as the customers they serve.  Manager, Regional Field Service possess strong diagnostic and problem-solving skills and can routinely multi-task with a proven track record in the planning and implementation of multiple customer initiatives.

The Manager, Regional Field Service, reports directly to the Executive Director of Customer Care. This position is a working Manager.  In addition to leading a devoted team, candidates are expected to be very hands-on and can perform many of the functions that their employees do when required.  All candidates must be extremely customer focused and have a strong knowledge and understanding of commercial vehicles, preferably transit buses.

IN THIS ROLE YOU WILL

• Travel to customer locations throughout assigned territory to support Post Delivery Inspections (PDI’s)
• Uphold customer satisfaction and investigate complex issues as needed
• Drive the adoption of Salesforce as a platform to manage all aspects of Customer Care
• Develop and implement key aftersales strategies that support the achievement of GILLIG growth and revenue initiatives
• Create innovative approaches, develop processes and embrace technology to improve PDI cycle time, campaign completion, mean time to repair and mean time between failure to achieve a Best-in-Class Customer experience within the assigned region
• Effectively manage and motivate a high performing Field Service team of 5-8 individuals to achieve departmental objectives
• Establish key performance indicators and develop corresponding plans to achieve targets
• Manage required customer projects/initiatives from inception to completion, including business case analysis, financials, and implementation plans with milestones, and post-project reviews
• Serve as a company liaison with customers on administrative and technical matters for assigned projects
• Prepare reports for management including PDI status, Campaign Completion, and Open issues on regular cadence along with a quarterly summary reporting
• Liaison with repair facilities to manage In Transit Breakdowns providing lowest mean time to repair, lead projects to reduce cost and develop PCA for common issues
• Manage Fleet Defect Report filed from GILLIG customers ensuring proper response times, cross functional project management to determine PCA and launch of consequent repair plans at customer location
• Lead and execute investigations for field failures resulting in property damage
• Track and manage post-production changes orders (PCO’s) and document / track for completion in field

BASIC QUALIFICATIONS

• Bachelor’s Degree in a related Engineering field or the equivalent technical experience
• Results driven individual with a minimum 5 years of experience in the Commercial Vehicle Industry, preferably transit buses
• Previous Supervisor experience preferred
• Excellent project management skills
• Great critical thinking and problem-solving skills
• 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
• Goal oriented and able to motivate and positively influence customer perception of GILLIG product quality
• Certified in High Voltage Safety procedures, Fall Protection, and shop safety practices
• Strong Leadership ability with skills in assessing, training, managing team