Technical Service Advisor

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, problem-solving professional as a Technical Service Advisor who can effectively support our customer with technical product resolution needs.  As the Technical Service Advisor, you will play a significant role in the increases to customer support, advanced troubleshooting, and diagnostic capabilities, including vehicle telematics. 

You will support requests for technical assistance, parts identification, general product support, as well as collaborate with internal and external customers to resolve issues.  You will improve the technician's ability to repair GILLIG product by delivering technical solutions necessary to diagnose as well as repair buses in a timely manner focused on quality support. As a Technical Service Advisor, this role would require you to live near the Livermore CA area (NOT a remote position). This role also requires up to 60% travel during the first 12 to 18 months then reducing to approximately 20% thereafter.

• Diagnose/troubleshoot customer and supplier issues while tracking all information related to support within the Case File System
• Act as a liaison for product support between customers, field reps, factory personnel, engineers, buyers, and salespeople
• Assist in providing failure analysis of product problems
• Maintain TREAD complaints for preparation of entry into database
• Track and resolve in transit breakdown issues in a timely manner as well as arrange for credit of sublet tow and repair invoices
• Provides information on products to customers, potential customers, suppliers and GILLIG employees
• Assist customers and repair shops in proper preventive maintenance procedures and schedules
• Lead investigations into root cause and resolution with customer, supplier and cross functional GILLIG teams
• Act as an “on-call” advisor for one week each month supporting in transit issues during non-business hours
• Prepare diagnostics and repair bulletins for publication to field support network and/or customers
• Goal oriented with the ability to motivate and positively influence customers to achieve Customer Care objectives
• Partner with our customer to inspect new buses after delivery, and repair or make adjustments to address any and all issues as necessary

BASIC QUALIFICATIONS

• Bachelor's Degree in Engineering or Business Administration or equivalent vocational, trade school or mechanical experience
• Minimum of three (3) years of product knowledge
• Ability to read blueprints and electrical schematics
• Good communication skills both written and verbal
• Excellent phone etiquette with the ability to decipher and resolve problems via phone
• Ability to use various computer programs to diagnose different bus systems

WORK ENVIRONMENT

• Ability to lift 25 lbs.
• Regularly required to sit, stand, walk, and occasionally kneel or squat
• Up to 60% travel during the first 12 to 18 months of assignment, reducing to 20% thereafter
• Primarily an office environment with occasional visits to the production floor
• May be required to work overtime or weekends based on business needs
• Standard start time: 7:00 a.m. (negotiable)

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.

GILLIG is an equal employment opportunity and affirmative action employer.