IT Field Support

Dana Corp; Napoleon (OH); On-site; USD 55,000 - 75,000; Full time

Job summary

Dana Corp, a global leader in driveline, sealing, and thermal-management technologies, seeks an IT Field Support Analyst in Napoleon, Ohio. The role involves diagnosing service issues, supporting user and shop-floor devices, and ensuring Dana IT standards are deployed across hardware, software, and processes.

Responsibilities include on-call support, documenting issues, collaborating with higher-level support, and maintaining hardware/software.

Qualifications

• Associates or Bachelor's Degree preferred in a business/technical discipline or related certification or equivalent experience.
• 5-7 years related professional experience.
• Experience working on Windows 7, Windows 10, Windows Server 20016 based devices.
• Experience working with Office tools.

Responsibilities

• Provide technical support to user devices (laptops, PCs, printers).
• Provide technical support to shop floor devices (PCs, handhelds, label printers, printers).
• Provide support to critical meetings.
• Deploy Dana IT standards on hardware, software and processes.
• Provide on-call and after-hours support.
• Document customer issues, troubleshooting steps and resolutions in the call tracking tool.
• Diagnose issues and escalate as needed.
• Resolve issues or ensure resolution.
• Promote customer relations per company policies.
• Install and maintain hardware and software.
• Collaborate with next level of support for resolutions.
• Convey customer perspectives to project teams for new or enhanced products.

Skills

Handhelds devices

Engineering software support

Barcode/label printers support

MES systems support

PLC interfacing

Functional requirements development

Education

Associate or Bachelor’s degree or equivalent experience

5-7 years related professional experience

Tools

AutoCAD

Mechanical Desktop

Office tools

ARGONAUT/ Ignition / iGear MES systems

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 two primary markets - passenger vehicle and commercial truck 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 IT Field Support Analyst is responsible for responding to and diagnosing service issues through discussions with users and is responsible for leveraging resources across all levels of the organization.

Job Duties and Responsibilities

• 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
• 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.

Education and Qualifications

• 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
• 5-7 years related professional experience
• Experience working on Windows 7, Windows 10, Windows 20016 Server based devices
• Experience working with Office tools

Skills

• 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

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.