Field Service Representative - New York State
About the role
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
We are looking for a motivated, customer-focused professionals 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 New York State area but may be required to travel outside that region as needed.
As a Field Service Representative, you will report directly to the Regional 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 New York State 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
- Project management skills
- Excellent written and verbal communication
- Exceptional customer service skills
- Proven ability to use computer programs to diagnose bus systems preferred
- Commercial Driver’s license with passenger endorsem