Supervisor, Service Engineering

GILLIG; Livermore (CA); On-site; USD 75,000 - 275,000; Full time

Job summary

An established industry player is searching for a passionate Supervisor of Service Engineering to lead a team of specialists in providing technical support for transit buses. This role involves resolving complex customer issues, managing product support, and acting as a subject matter expert on new vehicle technologies. With a focus on problem-solving and customer satisfaction, the successful candidate will play a vital role in enhancing the customer experience and ensuring the reliability of transit solutions. Join a stable and growing organization dedicated to environmental initiatives and quality service, where your expertise will make a significant impact.

Benefits

Flexible schedules

Company paid medical premiums

Generous retirement plan

Comprehensive benefits

Qualifications

• 5+ years in commercial vehicle industry, preferably transit buses.
• Ability to read engineering drawings and electrical schematics.

Responsibilities

• Manage a team of Product Support Specialists to resolve complex issues.
• Act as subject matter expert for diagnostics and repair processes.
• Prepare reports on customer complaints and corrective actions.

Skills

Problem-solving skills

Customer focus

Technical support

Mechanical knowledge of transit buses

Electrical knowledge of transit buses

Communication skills

Telematics usage

Organizational skills

Education

High School Diploma

Bachelor’s degree in Engineering

Tools

Salesforce

Engineering drawings

Job description

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 practices

WORK ENVIRONMENT

• Ability to lift 25 lbs.
• Working environment in customer’s maintenance shops and/or outdoors
• Regularly sit, stand, walk, kneel, squat, work at heights, work in confined spaces, & can climb ladders
• Travel required up to 20%-40% of the time (US-based)
• Travel may require extended hours/days/weekends based on business needs

EXPECTED COMPENSATION

$75,000 - $275,000/annual salary + premium benefits

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.

Other Duties

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.

GILLIG is an equal employment opportunity and affirmative action employer.