Dana is a global leader in the supply of highly engineered driveline, sealing, and thermal-management technologies that improve the efficiency and performance of vehicles with both conventional and alternative-energy powertrains. Serving three primary markets – passenger vehicle, commercial truck, and off-highway equipment – Dana provides the world's original-equipment manufacturers and the aftermarket with local product and service support through a network of nearly 100 engineering, manufacturing, and distribution facilities.

Position Summary:

• Responds to and diagnoses service issues through discussions with users and is responsible for leveraging resources across all levels of the organization
• Provide technical support to the user devices (Laptops, PC’s, printers).
• Provide technical support to the shop floor devices (PC’s, handhelds, label printers, printers).
• Provide support to critical meetings.
• Responsible for the good deployment of Dana IT standards on hardware, software and processes.
• Provide On-Call and after-hours support

Responsibilites:

• Follows procedures in documenting customer issues, troubleshooting steps and resolution in the call tracking tool
• Diagnoses customer issues and assigns appropriate support, if outside scope of support
• Resolves issues and/or ensures resolution of issues
• Promotes customer relations in tune with company plans and policies
• Installs and maintains hardware and software
• Works with next level of support for the resolution of issues
• Conveys customers’ perspective to project teams responsible for newly implemented products and existing product enhancements.

Requirements:

Education

Associates or Bachelor’s Degree preferred in a business/technical discipline, related vocational training, or related certification program or equivalent experience of 5-7 years related professional experience

Experience

• 5-7 years related professional experience
• Experience working on Windows 7, Windows 10, Windows 20016 Server based devices
• Experience working with Office tools
• Knowledge on handhelds(RF Scanners, Tablets etc)
• Experience supporting Engineering software (AutoCAD, Mechanical Desktop, etc.)
• Experience supporting Barcode/metal tag scanners and printers
• Experience with MES systems (Argonaut, Ignition, iGear)
• Responsible for facilitating clear understanding of all business processes, goals, and drivers to effectively define system, process, and training solutions.
• Develop functional requirements to solutions and changes to business processes, policies, and information systems.
• Direct desktop hardware & software support.
• Interconnectivity with the PLC platforms

Language Skills

• English (fluency in reading, writing, and speaking)

Certifications

• CompTIA A+ (Preferred)

Additional skills

• Excellent interpersonal relationship
• Understanding in the support to VIP’s
• Installing and maintaining customer equipment and/or software
• Troubleshooting customer problems at customer’s desk
• Diagnosing, resolving and/or escalating problems
• Interfacing with other groups to resolve problems and close issues
• Assisting in data gathering and problem analyses
• Performing the most advanced level of troubleshooting
• Training/mentoring other associates and/or customers
• Ability to monitor workload and prioritize call tickets
• After hours support when required

Core Competencies:

• Excellent customer service skills
• Excellent troubleshooting and problem solving skills
• Excellent disposition to work with standards and follow processes
• Ability to effectively relate technical information to non-technical users
• Effective team player
• Excellent oral and written communication skills
• Work with problems of moderate scope and complexity where analysis of the data requires an evaluation of identifiable factors in situations that may present some new material
• Exercises judgment within broadly defined practices and procedures. Most answers are available, but confers with manager in the event they are not available

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.

Unsolicited Resumes from Third-Party Recruiters

Please note that as per Dana policy, we do not accept unsolicited resumes from third-party recruiters unless such recruiters were engaged to provide candidates for a specified opening. Any employment agency, person or entity that submits an unsolicited resume does so with the understanding that Dana will have the right to hire that applicant at its discretion without any fee owed to the submitting employment agency, person or entity.