Director, Aftermarket Technical Solutions

About the role

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. IN THIS ROLE YOU WILL 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

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
• WORK ENVIRONMENT
• 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 require

Benefits

Additional Information

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

Your Match

How well this role fits your profile.

Company Intel

What employees say

Worked at gillig? Share your experience