Service Coordinator

Job Description

Job Description

Description : Who We Are :

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

Basic Functions and Scope of Job :

The Service Coordinator will provide, in a timely and efficient fashion, management, organization and coordination of on-site technical interventions.

Key Responsibilities and Accountabilities :

• Coordinates with customer sites to ensure timely service of equipment by Modula Inc. resources, certified dealers, and vendors
• Manage on site interventions, preparation and follow up
• Manage internal and external technician planning
• Manage deadlines across the team to ensure service projects are delivered on time and on budget.
• Utilizes company tools for scheduling and maintains accurate and complete records of all customer interactions i.e. phone support, service, and preventive maintenance
• Manages escalation of issues to assure timely resolution
• Analyzes recurring customer issues and trends to suggest corrective actions
• Provides feedback to quality control related to defects found in the field
• Supports other departments with answers to frequently asked questions from customers
• Manages, in a timely fashion, personal schedule, expense reports, reporting of hours and travel arrangements
• Promotes safety for staff and customers
• Provides active and open communication to customers and dealers so they are free to discuss their requirements, concerns and / or issues
• Identifies, diagnoses, and resolves problems for users of Modula Inc. equipment using phone communication or onsite support
• Performs other duties as assigned

Please note : this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job.

Duties, responsibilities, and activities may change at any time, with or without notice. It is expected that this role will perform other duties as assigned.

Requirements :

Qualifications and Skills :

This role is pivotal in supporting customer service efforts. The individual in this position must have a high degree of integrity, resourcefulness, and professionalism in working with colleagues and clients.

Relationship building, client service, and the ability to follow up in a timely manner are critical for success.

• Prior experience performing job planning, scheduling, and tracking of orders / materials needed
• Prior experience providing end user phone support required
• Minimum of two (2) years of electro-mechanical experience is required; experience in the VLM / ARS industries is a plus
• Minimum education of a high school diploma required; vocational school diploma or higher in related field is preferred
• Ability to work within a cross functional team and provide support and assistance to all members of the team
• Excellent customer service skills required
• Ability to communicate effectively required
• Strong computer skills, including proficiency in current versions of MS Office is required, and must be able to navigate custom databases and on-line document management software
• Travel up to 10% is required

Work Environment (Position / % of time per day or frequency) :

Walking / 5%

Standing / 5%

Sitting / 60%

Twisting, turning, and Squatting / 20%

Lifting / Up to 50 lbs. 10%

Please note, this is an onsite, non-exempt position.