重庆招聘

The Field Support Analyst is single point of “ownership” for customer issues.

The Field Support Analyst should/must

• Be aware of and execute the Dana support processes and have the ability to effectively utilize those processes and people within it to solve the issues for customers, without creating major disruption within the organization.
• Understands the priority and sensitivity of customer problems and assesses internal solution priorities effectively to maintain customer satisfaction
• Relate well to customers and understands the production environment.
• Communicate in a direct non-confrontational manner while maintaining good relationships and keep the customer fully informed of the status of any reported problems on a frequent basis.

Actively seeks feedback from customers on ways to potentially improve the support process and relationships

• Follows service desk procedures in general end user support, and documenting activities, customer issues, troubleshooting steps, resolution outcome, and time duration in the service desk tool.

• Perform onsite analysis, diagnosis, and resolution of complex problems for end users, and recommend and implement corrective solutions, including offsite repair for remote users as needed.

• Install, configure, test, maintain, monitor, and troubleshoot end-user devices and related hardware and software in order to deliver required service levels.

• Talks to user to learn procedures followed and source of error.

• Responds to and diagnoses service issues through discussions with users and is responsible for leveraging resources across all levels of the organization.

• Investigates and resolves computer software and hardware problems of users:

• Requests the user with problem to use telephone, service desk, and participate in diagnostic procedures, using diagnostic software, or by listening to and following instructions as needed.

• Understands customer’s business processes and prioritizes or applies priorities to service desk tickets accordingly

• Diagnoses customer issues and assigns appropriate support, if outside scope of support.

• Promotes customer relations in tune with company plans and policies

• Installs and maintains end user hardware and software

• Works with next level of support

• Escalates problems according to defined processes

• Provides training and guidance to users to prevent user based error from reoccurring

• Creates, maintains, and manages site specific documentation 

• Collaborate with other service teams to ensure efficient operation of the company’s end user computing environment.

• Receive and respond to incoming calls, pages, and/or e-mails regarding escalated end user problems.

• Answer to and perform moves, adds, and changes (MAC) requests as they are submitted by service desk tickets.

• Prepare tests and applications for monitoring end user performance, then provide performance statistics and reports.

• Assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring end user operations.

• Develop and maintain an inventory of all site assets, hardware and software.  Insure they are properly updated in asset management and configuration management processes.

• If necessary, liaise with third-party support and equipment vendors for site specific support issues.

• Take active role in personal career development and personal performance management process.

About Dana
 
Dana is a world leader in providing power-conveyance and energy-management solutions for vehicles and machinery. The company’s portfolio improves the efficiency, performance, and sustainability of light vehicles, commercial vehicles, and off-highway equipment. From axles, driveshafts, and transmissions to electrodynamic, thermal, sealing, and digital solutions, the company enables the propulsion of conventional, hybrid, and electric-powered vehicles by supplying nearly every vehicle and engine manufacturer in the world. Founded in 1904, Dana employs more than 36,000 people who are committed to delivering long-term value to their customers, which include nearly every vehicle manufacturer in the world. Based in Maumee, Ohio, USA, and with locations in 34 countries across six continents, the company reported sales of $8.6 billion in 2019. For more information, please visit ********.

德纳公司

德纳提供的全球领先的高度工程化解决方案，可提升车辆和机械的效率、性能和可持续性。德纳支持乘用车、商用车和非公路市场，以及工业和固定式设备应用。德纳成立于1904年，在六个大洲的34个国家拥有约2.7万名员工，承诺为客户带来长期价值。德纳2016年的销售额超过58亿美元，更多信息，请访问***********.

德纳在中国
德纳亚太区总部位于中国上海。目前在中国的北京、重庆、沈阳、潍坊、盐城、无锡、襄阳、福州、台北都设有我们的工厂/销售公司。在中国人数超过6,000人。