Job Description

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.

Job Purpose

The main responsibilities of this Electrification Customer Service Engineer position cover the application of Dana EV propulsion systems and subsystems products and technologies to customers across multiple platforms of on highway, off highway and powersports.

Job Duties and Responsibilities

• Analyzes and distributes field information to facilitate tracking warranty and customer satisfaction concerns; through warranty reduction activities; warranty part investigation, warranty cost recovery, warranty part countermeasures, and customer satisfaction countermeasures
• Analyze electrical and mechanical failure modes of returned products. Identify technical and systemic points of failure and define diagnostic method.
• Communicate findings and recommendations to the customer.
• Be a core member and subject matter expert for vehicle and component diagnostics both in field and in customer returned products. 
• Support as needed education of systems and products to customers and company resources.
• Manage weekly warranty review meetings with the Engineering, Sales and Plant personnel to keep corrective actions on track. Ensure parts are being analyzed in a timely manner and facilitate and/or expedient the analysis process when needed.
• Manage customer communications within Dana and the customer. Work with the facility quality and production process representatives on specific issues and works directly with the engineering community. 
• Supply customer’s corrective action responses to include containment actions and clean points. Monitor data to assure dates are verified. Contact customers for clarification on issues and resolution of issue. Supply customers and Dana management comprehensive reports on OE Warranty performance. 
• Track and cross reference debits against claim and part analysis for accuracy and correct liability.
• Direct leadership of corrective action process Rolling Top 5 for Electrification products driving long term corrective actions based off performance and financial trends.

Qualifications

• Bachelor’s degree Required.
• Demonstrated the mechanical and electrical skills needed to identify products as well as product deficiencies
• Past warranty or Tech Service experience would be preferred
• Drivetrain component or electrified product and application background would be preferred
• Proven problem-solving skills with the ability to work in a team environment including root cause analysis experience utilizing “8D’s”, “5 Why” and/or Red X tools
• Demonstrated competence in quality related statistics and process controls
• Must have strong analytical skills
• Motivated individual who accepts responsibility
• Excellent organizational skills
• Excellent written and verbal skills
• Strong computer software skills including Excel, Word, Powerpoint
• Must be able to travel internationally when needed

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.​

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