Customer Service Engineer
Brugge, BE, 8200
Requisition:
56894
Job Purpose
Ensure highest level of customer satisfaction with service support encompassing response to technical queries, training, service related documentation, on site troubleshooting and repair activities, prototype check out activity, fine tuning of electronic controls , customer discussions and correspondence.
Job Duties and Responsibilities
- Develop and implement service training and product training programs for OEM customer and service centre personnel, maximizing the use of training facilities.
- Develop draft information to prepare maintenance and service manuals, technical bulletins, test procedures, repair times and other literature as required.
- Establish the needs and develop special tools/equipment to service and troubleshoot the Dana products (T and TE transmissions, torque converters and electronic controls.)
- Establish technical performance of service centre capabilities, considering such factors as workshop facilities, coverage of field service personnel, equipment requirements and manpower requirements.
- Audit the compliance of service centres with Dana policies, procedures and quality standards.
- Is the focal point for the customer in case of service issues and ensures that proper attention is given to these issues to come to a resolution.
- Perform (if necessary, on site) root cause analysis and provide solutions to service problems raised by OEM's or distributors which affect the acceptance or performance of the Dana products (T and Te transmissions, torque converters and electronic controls).
- Perform prototype installation check outs and review initial findings with customer.
- Tune electronic controls parameters to the needs of the customer during prototype phase end or to solve service issues.
- Review OEM service programs, recommending changes in procedures, systems or organization which will improve effectiveness to the end customer. Provide advice in resolving complex service issues including electronic controls.
- Participate, provide advice in product problem review meetings aimed at product improvements.
- Monitor warranty policies and service effectiveness of competition and keep abreast of after sales service and techniques in the industry.
Your profile
- Bachelor engineering electro/mechanics
- Minimum 5 years experience in a customer support environment
- Fluent in English
- Travel required (25% or more)
- Influencing skills, strong communicator
- Be able to work independently, can make decisions
Nice-to haves:
- Affinity to (off highway) vehicles
- Multilingual, Dutch, French, German, Italian