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 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.

THE POSITION

The Product Service & Support (PSS) Claim Analyst is responsible for processing DOA (defective on arrival) and warranty claims and ensuring a high level of service and support for our customers in North America. The PSS Claim Analyst also serves as the local quality point of contact for customers of products built overseas.

KEY RESPONSIBILITIES

* Complete DOA and warranty claims processing as required. Determine if the reimbursement request by customer or service center is reasonable. Verify that the material used to complete the repair makes sense for the failure described and that the standard repair time charged is appropriate. Adjust all claims that include non-DOA parts, repairs or excessive standard repair times.
* Be a frontline contact for NA customers having incoming quality issues with product manufactured outside NA. Support plant Quality Managers, as required.
* Order and arrange for shipment of material needed for customers or service centers hired to work at customers sites and defective parts back upon request.
* Direct and facilitate customer intervention as appropriate. Coordinate shop repairs, field repairs and service campaigns with customers and service centers.
* Complete teardowns on failed components with results documented in inspection reports.
* Manage, deploy, execute, monitor and support major issues resolution by strong 8D discipline and RED X approach (safety, customer satisfaction, relevant impact on costs).
* Visit customers and service centers as needed for issue investigation and submit written reports of findings, solutions, and observations.
* Develop and lead improvement plans, working close with manufacturing plants and engineering on problem resolution;
* Immediately escalate customer issues or changes in claims trends to initiate appropriate corrective action investigation.

EDUCATION AND EXPERIENCE

* Bachelors degree is required; degree with a focus on industrial or technical disciplines is a plus.
* 1 - 3 years experience with warranty and field technical services support processes and management. Automotive business is preferred.
* 3 - 5 years exposure of industrial manufacturing processes. Automotive business is preferred.

COMPETENCIES

* Languages English is mandatory; other languages are preferred.
* Strong technical knowledge and hands on experience on Dana Off-Highway products.
* Knowledge of failure modes analysis (what failed and why). Strong 8D discipline and basic RED X knowledge.
* Strong computer skills. High computers skills in Microsoft & internet; Dana systems is an advantage.
* High verbal and written communication skills (Face to face, Phone & e-mail).
* Strong process and teaming skills as this position involves a great deal of interaction with Dana Corporation, Service Centers, and Customers. Must be self-starter and able to work towards department goals with minimal supervision.

TRAVEL

Ability to travel. Travel may be on short notice.

COMPENSATION

The Company will offer the successful candidate a fully competitive compensation package that includes an attractive base salary, incentive bonus, and a comprehensive benefits package.

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.