Product Support Specialist
GILLIG - Livermore, CA
posted 1 day ago
About the position
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.
Responsibilities
- 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
- 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
Benefits
- Company paid medical premiums
- Generous retirement plan
- Comprehensive benefits
- Flexible schedules depending on project needs
