EV Customer Service Engineer

Dana Corporation•Maumee, OH

61d

About The Position

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.

Requirements

Bachelor's degree Required.
Demonstrated the mechanical and electrical skills needed to identify products as well as product deficiencies
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

Nice To Haves

Past warranty or Tech Service experience would be preferred
Drivetrain component or electrified product and application background would be preferred

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.