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. Founded in 1904 and based in Maumee, Ohio, the company employs 36,000 people in 33 countries on six continents. In 2018, Dana generated sales of $8.1 billion. For more information, please visit dana.com.

Responsibilities:

• Provides IT desktop support services to Dana personnel and approved guests at the Napoleon Plant (PC’s, laptops, tablets, desk phones, smart phones, printers, etc.)
• Support business operational activities such as Meeting and Presentations (CEO Webcasts, BU Webcasts, etc)
• Utilize interpersonal skills to create positive relations between IT and the different levels of the Company (Executives, Admins, Engineers, Finance, Aftermarket, etc).
• Document activities, issues, information, resolution outcome, and duration of issue in the service desk application.
• Perform onsite analysis, diagnosis, and resolution of complex problems for end users, and recommend and implement corrective solutions, including offsite repair for remote users as needed.
• Install, configure, test, maintain, monitor, and troubleshoot end-user devices and related hardware and software in order to deliver required service levels.
• Understands customer’s business processes and prioritizes or applies priorities to service desk tickets accordingly
• Talks to user to learn procedures followed and source of error.
• Respond to and diagnoses service issues through discussions with users and leveraging resources across all levels of the organization to get resolution.
• Investigate and resolves computer software and hardware problems for plant personnel and approved guests.
• Works with and guides personnel on use of telephone, service desk, and diagnostic procedures, using diagnostic software, or by listening to and following instructions as needed.
• Understands customer’s business processes and prioritizes or applies priorities to service desk tickets accordingly
• Diagnoses customer issues and assigns appropriate support, if outside scope of support
• Resolves complex issues and/or ensures resolution of issues
• Promotes customer relations in conjunction with company plans and policies
• Installs and maintains end user hardware and software
• Works with next level of support
• Escalates problems according to defined processes
• Provides training and guidance to users to prevent user based error from reoccurring
• Creates, maintains, and manages site specific documentation
• Collaborate with other service teams to ensure efficient operation of the company’s end user computing environment.
• Receive and respond to incoming calls, pages, and/or e-mails regarding escalated end user problems.
• Answer to and perform moves, additions, and changes (MAC) requests as they are submitted by service desk tickets.
• Prepare tests and applications for monitoring end user performance, then provide performance statistics and reports.
• Assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring end user operations.
• Develop and maintain an inventory of all site assets, hardware and software. Insure they are properly updated in asset management and configuration management processes
• Work directly with third-party support and equipment vendors when required for site specific support issues.
• Conveys customers’ perspective to project teams responsible for newly implemented products and existing product enhancements.
• May test software and hardware to evaluate ease of use and whether product will aid user in performing work, write software and hardware evaluation and recommendation for management review.
• Write or revise user training manuals and procedures,
• Develop training materials, such as exercises and visual displays, train users on software and hardware on-site or in classroom, install microcomputers, software, and peripheral equipment, following procedures.
• Take active role in personal career development and personal performance management process.
• Maintain personal technical skills and knowledge through continuous education
• Ability to travel as needed to support business project and operational improvements.
• Performs other duties as required.

Requirements:

• Bachelor’s Degree, preferably in a related discipline, such as Information Systems, Engineering, Computer Science or Business or 8+ years of relevant professional Dana experience.

Experience

• 5-7 years’ experience on technical support in a manufacturing environment

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.