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Modula USA · 6 days ago

Industrial Hardware Support Specialist

Franklin,OH,US

Full-time

Hybrid

Mid Level

Modula USA is the leading US manufacturer of vertical lift modules and automated storage systems. The Hardware Technical Support Specialist is responsible for providing timely and effective technical assistance to customers, troubleshooting technical issues, and ensuring customer satisfaction.

LogisticsManufacturingSalesSupply Chain Management

Responsibilities

Provide industrial hardware 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 wiring components

Assist customers remotely 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

Participate in job rotations to further product and process knowledge

Participates in a 24/7 on call rotation

Performs other duties as assigned

Qualification

Technical support experienceHardware troubleshootingWiring diagrams readingCRM systems proficiencyElectronics experienceCommunicationCustomer-focused mindsetProblem-solving skillsAttention to detailWork independentlyCollaborate

Required

Proven experience in a technical support role, preferably in a manufacturing or industrial setting

Strong understanding of hardware components and wiring, 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

Ability to read wiring diagrams and electrical schematics

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

Preferred

Bachelor's degree in a related field is preferred

Electronics experience is preferred

Proficiency in CRM systems and other support tools is a plus

Company

Modula USA

Modula designs and produces automated storage solutions that dramatically boost productivity and accuracy, reduce storage space requirements, and enhance worker safety and job satisfaction.

Founded in 1987