Service Manager

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: Modula Inc. seeks a Service Manager in Franklin, Ohio to direct and supervise the daily activities of the Service Team.

Key Responsibilities and Accountabilities:

• Develop and maintain effective Service Department processes to ensure internal and external customer satisfaction.
• Implement annual Service Department goals and budget, in alignment with the organization’s financial and operational objectives.
• Execute Service Department activities and monitor on a regular basis to ensure achievement of department goals.
• Take the lead in sharing best practices and implementing common processes throughout the Service Department.
• Monitor individual and overall Service department performance.
• Manage deadlines across the team to ensure service interventions and projects are delivered on time and on budget.
• Responsible for hiring and termination, training, and development of service personnel.
• Manage performance reviews of service personnel and deliver appropriate corrective actions and discipline as needed.
• Analyze recurring customer issues and trends to suggest corrective actions.
• Provide feedback to quality control related to defects found in the field.
• Promote safety for staff and customers.
• Manage escalation of issues to assure timely resolution.
• Provide active and open communication to customers and dealers so they are free to discuss their requirements, concerns and/or issues.

Qualifications:

• 3 years of experience in service operations in the automated storage and material handling industries.
• 3 years of hands-on, technical experience installing, repairing, and maintaining vertical lift modules.
• 3 years of service sales experience and managing relationships directly with clients.
• 2 years of supervisory or managerial experience.
• 2 years of experience working within a cross functional team and providing electro-mechanical technical support and assistance to all team members.
• 2 years of experience working in an international environment.
• 2 years of experience in customer service management.
• Travel approximately 50% of the time is required to visit domestic and international Modula and customer operations.

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.