Software Support Specialist

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

Basic Functions and Scope of Job: The purpose of the Software Field technician is to provide, in a timely manner, both remote and on-site customer support for the installation of software systems of Modula Inc. products and resolution of issues related to the software systems of Modula Inc. products. This role may also assist customers needing to procure parts and services.

Key Responsibilities and Accountabilities: 

· Identify, diagnose, and resolve problems for users of Modula Inc. equipment using phone communication or onsite support.

· Manage escalation of issues to assure timely resolution.

· Utilize CRM for scheduling, and maintain accurate and complete records of all customer interactions (i.e. phone support, service, and preventive maintenance) 

· Install, tag, and assist in the configuration of end-user software and peripherals.

· Coordinate timely service of software by Modula Inc. resources or dealers and vendors.

· Analyze recurring customer issues and trends to suggest corrective actions.

· Provide feedback to quality control related to defects found in the field.

· Support other departments with answers to frequently asked questions from customers.

· Manage, in a timely manner, personal schedule, expense reports, reporting of hours, and travel arrangements.

· Promote safety for staff and customers.

· Provide active and open communication to customers and dealers so they are free to discuss their requirements, concerns, and/or issues.

· Participate in job rotations to gain product and process knowledge.

· Participate in a 24/7 on-call rotation.

· May perform other duties as required.

Requirements

Qualifications and Skills:

This role is pivotal in coordinating the company's customer service. The individual in this position must have a high degree of integrity, resourcefulness, and professionalism in working with colleagues, clients, and vendors. Relationship building, customer service, and the ability to follow up in a timely manner are critical for success. The ideal candidate will have relative experience, excellent communication and time management skills, and manufacturing aptitude.

· Minimum education of a high school diploma or its equivalent; bachelor’s degree in a related field is preferred.

· Proficiency with Networking, IP address schemes, troubleshooting, analysis, and problem-solving techniques required; understanding of the manufacturing industry is essential.

· Strong computer skills, including proficiency in current versions of MS Office, is required (including firewall settings); must be proficient in computer applications including Outlook, Word, Excel, and PowerPoint, and must be able to navigate ERP/MRP (SAP is a plus)

· Excellent customer service skills, the ability to communicate effectively, and the capabilities to operate independently and take initiative are required.

· Experience with training individuals and/or classes preferred. 

· Ability to travel of up to 80% is essential and required.

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

Walking / 10%

Standing / 60% 

Sitting / 10% 

Twisting, turning, and squatting / 20% 

Climbing / stepladder occasional 

Pulling, Pushing / Up to 150 lbs. using pallet jack  

Lifting / Up to 50 lbs.