Director, Aftermarket Technical Solutions

Gillig•Livermore, CA

2d•$75,000 - $275,000

About The Position

We are looking for a Director, Aftermarket Technical Solutions. This is a critical leadership role responsible for overseeing all aspects of technical product support, including Service Engineering, Technical Product Support, Vehicle Telematics and Diagnostic / Repair documentation. This position manages and develops a high-performing team of managers, supervisors, and specialists, ensuring the delivery of world-class support for GILLIG’s customers and partners. The Director leverages advanced telematics drives innovation in diagnostic and support processes and shapes the strategic vision for technical support in a rapidly evolving vehicle technology landscape in the transit market.

Requirements

Bachelor’s Degree in a related field or the equivalent technical experience; advanced degree preferred
Minimum of 10 years of progressive experience in Service Engineering or related functions within the Commercial Vehicle Industry, preferably transit buses
7+ years of experience managing managers and multi-level teams
Strong background in root cause analysis, conflict resolution, and process improvement
Deep knowledge of vehicle systems, telematics, and diagnostic technologies
Results driven individual with a proven ability to drive process improvement and digital transformation
Ability to analyze customer feedback and translate insights into actionable improvements, focusing on utilization trends
Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
Experience with Salesforce or similar CRM platforms, with an emphasis on leveraging these tools for proactive outreach and follow-up
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 up to 25% as needed would be required
Standard start time: 6:30AM (negotiable)
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.)

Responsibilities

Set the vision and strategy for the Technical Product Support organization, aligning with company goals and customer needs
Lead and develop the Service Engineering, Technical Product Support, Customer Advocacy and Telematics / Diagnostic documentation teams, including direct management of managers and supervisors
Foster a culture of operational excellence, innovation, and continuous improvement
Oversee remote technical support, field engineering, diagnostic strategy, and customer training programs
Develop and lead efficient processes focused on escalation and rapid resolution of complex technical issues with cross functional team support, leveraging advanced telematics and diagnostic tools
Drive strategic initiatives to ensure rapid resolution of customer issues, Reduce Mean Time to Repair (MTTR) and improve customer satisfaction and vehicle uptime
Establish and monitor key performance indicators (KPIs) for all technical support functions to ensure reduction in manual intervention in customer support process
Develop and implement processes to improve diagnostic speed & accuracy, parts availability, and repair cycle times
Prepare and present regular reports for executive leadership, including trend analyses and recommendations for corrective actions
Serve as the senior technical liaison with major customers, suppliers, and internal cross-functional teams
Establish business processes to ensure effective operation and integration of Service Engineering, Technical Product Support, Customer Advocacy and Telematics and Diagnostic teams to provide industry leading, proactive customer support
Empower customers and field teams with effective tools, training, and support resources
Mentor and coach managers, supervisors, and specialists to build technical and leadership capabilities
Champion digital transformation, including the adoption of learning management systems and advanced support platforms (e.g. Salesforce)
Promote a collaborative, customer-focused, and safety-conscious work environment while leveraging opportunities to improve product quality through advanced Software and AI tools