IT Field Support
Napoleon, OH, US, 43545
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
This position is located in Napoleon, Ohio . The facility is a Dana final assembly plant for Ford Bronco and Ranger products.
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
• Serve as the primary IT representative and technology owner for the assigned manufacturing facility, ensuring reliable operations, cybersecurity compliance, infrastructure health, and alignment with corporate IT standards.
• Support one or more Dana facilities while maintaining strong relationships with site leadership, key stakeholders, support staff, vendors, and corporate IT teams.
• Develop and maintain a thorough understanding of critical manufacturing operations, including Operations, Materials, Quality, Engineering, Logistics, and Shop Floor systems.
• Provide comprehensive end-user support for PCs, laptops, tablets, mobile devices, printers, telephony systems, and related technologies, including installation, configuration, troubleshooting, and lifecycle management.
• Diagnose and resolve hardware, software, network, telecommunications, and application issues while maintaining service levels and prioritizing support based on business impact.
• Support and maintain local IT infrastructure including networks, wireless systems, servers, conference room technologies, printers, and telecommunications equipment.
• Maintain accurate site documentation, asset inventories, configuration records, support procedures, and service desk records to support operational effectiveness and compliance requirements.
• Manage technical debt reduction initiatives (CMP/SMP), including hardware refreshes, operating system upgrades, infrastructure modernization, storage optimization, and retirement of unsupported technologies while maintaining applicable risk register entries.
• Understand IT budgeting principles and ensure local technology expenditures align with corporate standards and financial controls.
• Build strong relationships with plant personnel and leadership while understanding business processes, operational priorities, and customer needs to deliver effective technology solutions.
• Collaborate with corporate IT teams, subject matter experts, and third-party vendors to resolve issues and implement technology improvements.
• Escalate incidents and problems according to established support processes and governance standards.
• Support cybersecurity initiatives through risk identification, remediation, compliance monitoring, vulnerability management, audit participation, and adherence to corporate security standards and service-level agreements (SLAs).
• Support internal and external audits, including TISAX, customer, regulatory, and corporate compliance assessments.
• Develop training materials, documentation, and user guidance while providing end-user training to improve technology adoption and reduce recurring support issues.
• Support Manufacturing Execution Systems (MES) and other Shop Floor technologies critical to production and shipping operations.
• Monitor end-user computing performance and maintain operational reporting, logging, and performance metrics to support continuous service improvement initiatives.
• Evaluate hardware and software solutions and provide recommendations to management regarding technology improvements and investments.
• Conveys customers’ perspective to project teams responsible for newly implemented products and existing product enhancements
• Contribute to personal and organizational success through continuous learning, professional development, and participation in performance management processes.
• Travel as required to support business projects, operational improvements, and site support activities.
• Perform other duties as assigned.
Education and Qualifications
- Bachelor's Degree in Information Systems, Computer Science or related discipline preferred
- 5+ years of technical support experience in a manufacturing environment.
- Provide after-hours and weekend support when necessary to resolve issues affecting production, shipping, or critical business operations.
- Strong commmunication skills
- Cybersecurity knowledge
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.
Nearest Major Market: Toledo