Field Service Engineer

GILLIG; Livermore (CA); On-site; USD 120,000 - 150,000; Full time

Job summary

Gillig is seeking a Field Service Engineer to travel across the United States to support PDI’s customer satisfaction and complex issue investigations. You will communicate with customers, lead meetings, and coordinate with Gillig teams to resolve root causes and repair plans for heavy-duty buses.

You will document analyses, translate engineering information into repair bulletins, and mentor technicians and the Customer Care Team while ensuring Uptime and improved Mean Time to Repair.

Qualifications

• Bachelor's degree in Engineering, Business Administration or equivalent.
• Experience in the Commercial Vehicle Industry (minimum 5 years).
• Proven ability to read blueprints and electrical schematics.
• Strategic mindset with excellent written and verbal communication skills.
• Proficient with Telematics and diagnostic software/tools.
• Strong computer skills; Salesforce experience preferred.
• Experience solving problems and documenting corrective actions.
• Customer-focused with ability to influence perceptions of product quality.
• HV safety, fall protection and shop safety certification preferred.

Responsibilities

• Travel to customer locations across the United States to support satisfaction and issue investigations.
• Communicate with customers to determine needs and explain complex issues.
• Lead meetings and inform progress to customers.
• Investigate root causes and coordinate with customers, vendors and Gillig teams.
• Document failure analyses using field reports and data.
• Serve as liaison with customers on administrative and technical matters.
• Order parts as needed to return buses to service.
• Provide remote support and mentor technicians and Customer Care Team.
• Contribute to new product readiness and repair plans for post-launch support.
• Prepare management reports on customer complaints and trend analyses.
• Translate engineering information into repair and diagnostics bulletins.

Skills

Telematics diagnostics

Root-cause analysis

Project coordination

Communication

Education

Bachelor's degree in Engineering or related field

Tools

Salesforce

Job description

IN THIS ROLE YOU WILL

• Travel to customer’s location throughout the United States to support PDI’s Customer Satisfaction and Complex issue investigations as needed
• Communicate with customers to determine needs and explain complex issues while keeping them informed of progress by leading regularly scheduled meetings
• Facilitate investigation into root cause and resolution by building strong support with customers, vendors and GILLIG Teams
• Well-versed in technical aspects of field projects, including outlining costs, repair plans and logistics for completion of complex issues
• Perform and Document failure analysis using field reports, photos and failed material analysis
• Serves as company liaison with customers on administrative and technical matters for assigned projects
• Order ship short parts or broken/failed parts as needed to return buses to service
• Provide remote call support and attempt to fix units with symptoms and telematics data whenever possible while mentoring technicians and Customer Care Team
• New Product Readiness planning and execution 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
• Ability to translate engineering information into repair and diagnostics bulletins for publication to broader field support network
• Assist or perform accident/fire investigations, and assist in or provide photos for investigation, as needed
• Lower warranty expenses by managing projects to reduce Mean Time to Repair resulting in increased 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 Engineering, Business Administration or equivalent
• Results driven individual with minimum 5 years of experience in the Commercial Vehicle Industry
• Ability to read blueprints and electrical schematics
• Strategic mindset with excellent written and verbal communication skills
• Proven ability to use Telematics and computer programs to diagnose bus systems
• Comprehensive computer skills and working knowledge of Salesforce preferred
• 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

WORK ENVIRONMENT

• Ability to lift 25 lbs.
• Prolonged periods of sitting/standing at a desk and working on a computer
• Regularly required to sit, stand, and walk and occasionally kneel or squat
• The ideal candidate must be able to complete all physical requirements of the job with or without reasonable accommodation.
• Ability to travel as needed is required
• Must be able to navigate manufacturing environment, comfortable around heavy machinery, tools, etc.
• Must be able to wear Personal Protective Equipment, (i.e. safety glasses, bump caps, hearing protection, etc.)

EXPECTED COMPENSATION

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.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

GILLIG is committed to providing equal opportunities to all employees and applicants for employment. We are committed to creating an inclusive and diverse workplace that values and respects the unique talents, experiences, and perspectives of our employees and the people we serve. As an equal opportunity employer, we do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, genetic information, sexual orientation, pregnancy, gender identity or any other characteristic protected by law.