Product Service & Support Field Engineer

at  Dana Incorporated

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.

EDUCATION AND EXPERIENCE

• Bachelor’s degree in Engineering is required; Electrical, Mechanical or a related field of study in Electrical Mechanical engineering degree is a plus.
• 1+ experience with Powertrain Engineering. Automotive business is preferred.
• Prior experience in diagnostic test engineering roles is a plus
• Experience / familiarity with electrification products and driveline components. SMT, Microelectronics experience/knowledge.
• Experience with CANalyzer software’s and functionality is a plus.

JOB PURPOSE

The Product Service & Support (“PSS”) Field Engineer is responsible for identifying issues with, servicing, and repairing products, equipment and systems that have been purchased by Dana’s customers. The PSS Field Engineer also serves as the point of contact for customers’ technical product questions, provides field service support, champions the root cause investigation and corrective action process for major issues, and processes warranty claims in order to ensure a high level of service and support for our customers.

JOB DUTIES AND RESPONSIBILITIES

• Manages, deploy, execute, monitor and support major issues’ resolution by strong 8D discipline and RED X approach (safety, customer satisfaction, relevant impact on warranty cost):
• Field troubleshooting on site and by phone. Make necessary customer’s on-site visit and submit written report of findings, solutions, and observations;
• Answer technical help line questions on all product lines – trouble shooting, service parts lists, TSBs, service manuals, etc;
• Perform investigation and analysis on field failed returned drivetrain components (torque hubs, axles, transmissions, EV motors, etc.)
• Develop and lead action plans, working close with manufacturing plants and engineering on problem resolution process for field issues;
• Conduct Mechanical and Electrical inspection & testing of returned warranty components to determine failure modes and corrective actions and distributes field information to facilitate tracking customer satisfaction concerns.
• Organize and conduct training classes for customers, dealers, and service centers on product teardown and troubleshooting;
• Complete machine checkouts for new applications to verify machine performance conforms to application approval;
• Review engineering information and rework this information so that it can be included in our field service information:
• Provide technical service info that is to be included in service manuals;
• Assist in establishing proper operating procedures and preventive maintenance programs for dealers or customers;
• Perform assessment at service center’s site in order to verify if Dana requirements are applied as per Dana Off Highway guidelines;
• Complete warranty claims processing as required.
• Support PSS Manager in managing field campaigns at any region or site;
• Support plant Quality Managers, as required, on managing DOA at customer site;
• Immediately notify PSS Manager of any customer issues or changes in claims trends to initiate appropriate corrective action investigation. Direct and facilitate customer intervention as appropriate.