Field Service Representative

GILLIG; Cleveland (OH); On-site; USD 65,000 - 95,000; Full time

Job summary

Gillig is seeking a motivated Field Service Representative to travel to customer sites, perform Post Delivery Inspections on new buses, and place them in service. You will provide detailed reports to resolve issues and submit these reports to the Field Service Manager for action on corrective plans.

The role supports customers in Ohio and may require travel outside the region. The ideal candidate has strong problem solving skills, knowledge of commercial vehicles, and the ability to work in

Qualifications

• Bachelor’s degree in Engineering, Business Administration or equivalent preferred.
• Minimum 3 years of experience in the Commercial Bus Industry.
• Read blueprints and electrical schematics.
• Commercial Driver’s license with passenger endorsements.

Responsibilities

• Travel to customers’ location in the Ohio area and may travel outside that region as needed.
• Inspect new buses after delivery and repair or adjust issues as necessary
• Understand concerns about buses in-service and investigate root causes
• Diagnose electrical and/or mechanical defects and repair as needed
• Order ship short parts or broken parts as needed to put bus in service
• Provide driver and mechanic orientations for Gillig buses
• Coordinate with customers and factory for issue resolution

Skills

Customer-focused

Problem solving

Mentoring and training

Read blueprints and electrical schemo

Education

Bachelor’s degree in Engineering, Business Administration or equivalent

Tools

Computer programs for bus diagnostics

Job description

We are looking for a motivated, customer-focused Field Service Representative to travel to our customer’s sites and perform Post Delivery Inspection on new buses to place them in service. You will be trusted to provide detailed reports necessary to resolve bus issues and customer concerns and submit these reports in a timely manner to the Field Service Manager for action on corrective plan. This role is responsible for supporting customers in the Ohio area but may be required to travel outside that region as needed.

As a Field Service Representative, you will report directly to the Manager, Field Services. You must be extremely customer focused, have a passion for problem solving, and be willing to continuously learn new troubleshooting as well as diagnostic technologies. An ideal candidate would have a strong, detailed knowledge of commercial vehicles, preferably transit buses.

IN THIS ROLE YOU WILL

• Travel to customers’ location in the Ohio area but may be required to travel outside that region as needed throughout the United States
• Partner with our customers to inspect new buses after delivery and repair or adjust any issues as necessary
• Work with customers to understand concerns about buses in-service of any age and facilitate investigation into root cause and development resolution plan
• Diagnose electrical and/or mechanical defects on buses and repair as needed
• Troubleshoot supplier issues and facilitate resolution
• Perform and document failure analysis using field reports, photos as well as failed material analysis
• Act as liaison between customer and factory for resolution of difficult product issues
• Order ship short parts or broken/failed parts as needed to put bus in service
• Assist customer in ordering warranty or replacement parts as needed
• Recommend and authorize warranty repairs or policy adjustments as needed
• Provide driver and mechanic orientations for GILLIG buses
• Communicate plans with customers to resolve issues with repair process or field campaigns as required
• Assist or perform accident/fire investigations, and assist in or provide photos for investigation, as needed

BASIC QUALIFICATIONS

• Bachelor’s degree in Engineering, Business Administration or equivalent is preferred
• Minimum 3 years of experience in the Commercial Bus Industry
• Read blueprints and electrical schematics
• Ability to mentor and train
• Proven ability to use computer programs to diagnose bus systems preferred
• Commercial Driver’s license with passenger endorsements

WORK ENVIRONMENT

• Ability to lift 25 lbs.
• Prolonged periods of sitting/standing at a desk and working on a computer
• Working environment in customer’s maintenance shops and/or outdoors
• Regularly sit, stand, walk, kneel, squat, work at heights, work in confined spaces, and has the ability to climb ladders
• 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.)
• May be required to work overtime or weekends based on business needs
• The ideal candidate must be able to complete all physical requirements of the job with or without a reasonable accommodation
• Excessive travel required approximately 70% - 80% of the time

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.