Customer Service Specialist
Reggio Emilia, IT, 42124
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.
Position Summary
We’re looking for a Customer Service Specialist in Reggio Emilia Location.
The Customer Service Specialist will provide technical guidance to Customers and Service Centers to support effective problem resolution and process improvement, in accordance with Corporate policies and procedures.
Main Responsibilities
• Execute, support and monitor major issue resolution by strong problem-solving approaches, such as 8D discipline, etc.
• Maintain proper issue traceability in the dedicated problem notification database.
• Organize and conduct training classes for Customers (also internal) and Service Centers on product teardown and troubleshooting.
• Complete machine checkouts for new applications to verify machine performance conforms to application approval.
• Review and validate engineering information for field service documentation.
• Assist the technical documentation specialist/coordinator by providing technical service info that is to be included in the technical documentation.
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• Assist in establishing proper operating procedures and preventive maintenance programs for Service Centers and Customers.
• Perform assessment at Service Center’s site to verify if Dana requirements are applied as per OH Dana Guidelines for Service Centers.
• Complete off-site part/warranty claims reviews as required. Assist with returned material investigation as needed.
• Support PSS Manager in managing field campaigns at any region or site including preparing documentation (A3 technical info) to get financial approval from Management as needed.
• Support Quality Manager, as required, on managing DOA at customer site.
• Immediately notify PSS Manager of any customer issues or changes in claim trends to initiate appropriate corrective action investigation.
• Ensure, for the area under his/her responsibility, the full application of the Health and Safety and Environmental procedures.
• Ensure, for the area under his/her responsibility, the full application of the Quality System Procedures.
Job Position Requirements
Education
• Minimum technical diploma in Mechanical/Industrial disciplines.
• Bachelor’s/College degree in Engineering is preferred.
Professional background
• 3 - 5 years minimum experience with warranty and field technical service support processes. Industrial business is preferred.
• 3 - 5 years minimum exposure of industrial manufacturing processes. Industrial business is preferred.
• Foreign languages (English is mandatory). Other languages are a plus.
Hard & Soft Skills
• Strong technical knowledge and hands-on experience on mechanical / hydraulic products.
• Knowledge of failure modes analysis methodologies. 8D discipline knowledge.
• Strong computer skills. High computer’s skills in MSO & internet; Dana systems is an advantage.
• High verbal and written communication skills (Face to face, Phone & e-mail).
• Team orientation
• Must be self-starter and able to work towards department goals with minimal supervision.
• Must be available to travel overnight if necessary.
“If you are not contacted within 60 days after your application, the search should be considered filled. In compliance with law obligations and GDPR, your application could be considered for further opportunities aligned with you profile"
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.