Technical Support Specialist at Modula Inc.

Description

Who We Are:

Modula is the leading US manufacturer of vertical lift modules (VLM) and automated storage and retrieval systems. Modula US has Manufacturing plants in Dayton, OH and Lewiston, ME, and remote locations throughout the US. Our corporate global headquarters is in Italy with many locations around the globe. Modula’s goal is to be an exceptional workplace admired for growing and developing talented employees and leaders, building innovative products through the development of a highly skilled and engaged workforce. 

Modula’s Values: We are culture and value driven; regardless of position and title we are all in all the time. 

• Passion- Proud of our work/Modula, love what you do, positive energy, go the extra mile, engaging
• Pursuit of Excellence- Continuous improvement, committed, attention to detail
• Accountability- Lead by example, follow through, integrity, create trust with team & customers.
• Agility- Flexible & adaptable, embrace change, ability to multi-task, sense of urgency.
• Teamwork- Proactive & effective communication, respect, humility, curious, openminded, diversity

Job Summary: The Technical Support Specialist is responsible for providing timely and effective technical assistance to our customers. You will serve as the primary point of contact for troubleshooting technical issues, answering inquiries, and ensuring customer satisfaction. This role requires a strong technical aptitude, excellent communication skills, and a commitment to delivering exceptional service. 

Key Responsibilities and Accountabilities: 

• Provide technical support and guidance to customers via phone, email, or any other channel.
• Diagnose and troubleshoot technical issues related to our products, including hardware and software components.
• Assist customers with product installations, configurations, and upgrades.
• Analyzes recurring customer issues and trends to suggest corrective actions.
• Collaborate with internal Service teams, including Engineering and quality, to resolve complex technical issues and improve product functionality.
• Document and track customer interactions, including inquiries, troubleshooting steps, and resolutions, in our CRM system.
• Provides respectful and open communication to customers and dealers.
• Supports other departments with answers to frequently asked questions from customers.
• Educate customers on product features, best practices, and troubleshooting techniques.
• Escalate unresolved issues to appropriate teams and follow up to ensure timely resolution.
• Participates in job rotations to further product and process knowledge.
• Participates in a 24/7 on call rotation.
• Performs other duties as assigned.

Requirements

Qualifications:

• Bachelor’s degree in a related field is preferred.
• Proven experience in a technical support role, preferably in a manufacturing or industrial setting.
• Strong understanding of hardware and software components, including troubleshooting techniques.
• Excellent communication skills, with the ability to explain technical concepts to non-technical users effectively.
• Customer-focused mindset with a commitment to delivering exceptional service.
• Ability to work independently and collaboratively in a fast-paced environment.
• Proficiency in CRM systems and other support tools is a plus.
• Strong problem-solving skills and attention to detail.
• Flexibility to accommodate varying schedules and shifts as required.
• Ability to travel of up to 25% is essential and required.

Must be able to pass a background check and drug screening.

Modula Inc. is an EEO (Equal Employment Opportunity) Employer. Our search and selection process are based on identifying qualified candidates who are highly motivated to grow with our company.  Employment decisions are based on the principles of equal employment opportunity. Recruitment, testing/assessment, selection, and promotion will be administered without regard to race, color, sexual orientation, physical or mental disability, religion, age, ancestry or national origin, whistleblower activity, previous assertion of a claim or right under worker’s compensation, marital status, genetic information, or any other characteristic protected by federal, state, or local law.

Disclaimer: Where a specific pay range is noted, it is a good faith estimate at the time of this posting.  The actual salary offered will be based on experience, skills, qualifications, market / business considerations, and geographic location.