Job Summary: 

This position will provide in-depth technical support for incidents and will need to engage other support personnel such as IT, additional IOT staff, and Production Engineering groups. Will communicate with internal customers, keeping them informed of the status of the incident and next actions being taken to resolve. Provides support to resolve incidents associated with production OT systems including but not limited to Application, db, server, network, API. 

Roles and Responsibilities:

Take incoming calls from service customers and monitor tech support emails requesting technical service. Gather information about the problem and create a service ticket. If Help Desk technician cannot resolve the issue, escalate the information to the Client Services Coordinator to schedule and assign an engineer to complete the ticket. As customer request calls are received via email, walk up, or phone call create a service ticket with information provided. Verify accuracy of contact person, location and phone number. Consult the technical service manager when input is needed on scheduling service appointments. Monitor and manage service tickets from creation thru closure. Review service tickets for outstanding work required. Attend Technical Services and project meetings when assigned. Take-in “walk-up” customer hardware repairs and schedule service tickets Monitor work bench hardware status to assist when necessary. (Coordinate with assigned technician) Take all customer calls regarding bench work. Will be required to participate in rotating On-Call support. Internal customer service duties. Assist with employee computer problems as assigned. Assist training with the classroom imaging as assigned. Make basic user addition and deletions from Active Directory as assigned. Supply information to engineers and customers when requested. Help establish and document Hardware/Inventory Procedures and Standards. Other tasks/duties as assigned. Point of contact for investigating outages to OT equipment Provide initial troubleshooting based on procedures and training. Escalate to appropriate teams as necessary. Provide on site support at nearby location(s) as required

TIE Responsibilities:

Analyzes defects, proposes and implements counter measures to reduce the cost of defective processing. Analyzes and proposes ways to reduce Kohsu rates. Responds to problems and abnormal situations and offers countermeasures. Proposes improvements aimed at increasing efficiency in the entire production process. Make recommendations and budget proposals for implementing kaizen activities. Aids in the start-up of new equipment, plant layout and computer analysis systems. May be required to perform additional duties as assigned. Maintenance of Foundational data in Nexus  Equipment Part numbers Fault Codes User / Team Management Level 1 Nexus support Nexus module support – first responder PCS – FMEA / Control plan hardware support Assist in training new users on modules Domo Support Dashboard creation Assist Domo admin in creation and maintenance of Domo groups. Data validation

Skills and Abilities:

Excellent computer skills. Ability to assess and prioritize incidents based on system, scope, impact, and criticality Ability to communicate with customers, co-workers, management, and business contacts in a courteous, professional manner. Ability to excel in a team setting. Strong organization skills. Ability to multi-task. Have a working knowledge of help desk and managed services. Ability to research and learn new software applications quickly. Excellent technical writing skills in creating JIS, procedures, and standards. Ability to work through stressful situations while keeping a positive attitude. Honest and dependable. Must possess valid driver’s license and have ability to travel Must be able to pass a background check

Required Qualifications:

0-2 years of direct experience supporting IT and Network basic components  Associate's Degree in Computer Science, Information Technology, or a related degree

Salary Range: $66,200 - $82,800

Benefits Summary:

Health, Dental, Vision, Prescription Drug plans Life and Accidental Death & Dismemberment Insurance Flexible Spending Account Employee Assistance Program 401K with 4% company match Bonus Program Wellness Program Onsite Fitness Center (vary by location) Tuition Reimbursement Career Development and Ongoing Training Paid holidays and vacation Cafeteria and food markets (vary by location) Volunteer opportunities Employee recognition (employee and milestone events)

At DENSO:

DENSO is an advanced mobility supplier and global Fortune 500 company. Here, we innovate, create and make things to change how the world moves. We develop technology and components for major automakers worldwide, which you can find on nearly every vehicle make and model on the road today.

At our core, DENSO wants to make the world a better place. And, we have the ability to do so using our broad product portfolio, which spans mobility electronics, thermal systems, electrification systems, powertrain systems, sensors & semiconductors, and non-automotive businesses.

We’re far reaching: Globally headquartered in Japan, we have 170K+ employees across 221 facilities in 35countries across the globe. Here in North America, our headquarters is in Southfield, Michigan. Last year, we had$47.6 billion in global consolidated revenue with North America contributing $10.9 billion.

Link to company DEI page - Diversity & Inclusion | Craft Your Career at DENSO | Careers | DENSO US/Canada Website