Service Manager

Modula USA; Franklin (VA); On-site; USD 85,000 - 115,000; Full time

Job summary

Modula USA is seeking a results-driven Service Manager to lead service operations for its industrial equipment business. You will oversee installation readiness, remote technical support, repairs, preventive maintenance, and large-scale service projects, while developing and mentoring high-performing teams.

This hands-on leadership role emphasizes balancing operational priorities with customer satisfaction, safety, and continuous improvement.

Qualifications

• 5+ years in service operations, field service, or related industrial environment.
• 2+ years of supervisory or people-management experience.
• Travel up to 25% within the United States and Canada.
• Bachelor's degree or equivalent education in a related field.

Responsibilities

• Lead, coach, and develop Service Department employees.
• Oversee installation readiness, scheduling, execution, and follow-up for projects.
• Manage remote technical support operations and customer communications.
• Direct repair and preventive maintenance activities ensuring safety and quality.
• Monitor department performance, labor utilization, and costs.
• Coordinate service execution for major service agreements and equipment relocation projects.

Education

Bachelor's degree or equivalent in Engineering/Business/Operations

Tools

Microsoft Office

CRM systems

Job description

Join Modula – Where Innovation Meets Opportunity! Modula is looking for a results-driven Service Manager to join our growing team! As a leading U.S. manufacturer of Vertical Lift Modules (VLMs) and automated storage and retrieval systems, Modula is transforming how businesses manage their storage and material handling operations. With a global headquarters in Italy and operations around the world, we combine innovative technology with a commitment to operational excellence and employee development. We are committed to creating an environment where employees are empowered to grow, contribute ideas, and make a meaningful impact. Our culture is built around five core values:

• Passion: Taking pride in our work and going the extra mile.


• Pursuit of Excellence: Continuously improving and delivering exceptional results.


• Accountability: Leading with integrity, ownership, and follow-through.


• Agility: Embracing change and responding to challenges with flexibility.


• Teamwork: Building strong relationships through collaboration, respect, and open communication.

About the Role

Are you an experienced service leader who thrives in a fast-paced, technical environment? Do you have a passion for developing high-performing teams, improving operational efficiency, and delivering exceptional customer experiences? About the Opportunity The Service Manager plays a critical leadership role in ensuring the successful delivery of service operations across our industrial equipment business. Reporting to the Director of Service, this position oversees service teams and activities, including installation preparation and follow-up, remote technical support, repairs, preventive maintenance, and large-scale service projects. The ideal candidate is a hands-on leader who can balance operational priorities, develop talent, manage resources, and drive continuous improvement while maintaining a strong focus on customer satisfaction. Ready to Make an Impact? If you're a service operations leader who enjoys developing people, solving complex challenges, and delivering outstanding customer experiences, we want to hear from you! Join Modula and help shape the future of automated storage solutions.

Responsibilities

Lead & Develop High-Performing Teams

• Lead, coach, and develop Service Department employees, fostering accountability, collaboration, and continuous improvement.


• Establish clear performance expectations, monitor results, and identify opportunities for employee growth.


• Ensure service technicians are effectively scheduled, trained, equipped, and supported.


• Oversee installation readiness, scheduling, execution, and follow-up to ensure successful project completion.


• Manage remote technical support operations, including response times, escalations, issue resolution, and customer communication.


• Direct repair and preventive maintenance activities, ensuring safety, quality, efficiency, and customer satisfaction.


• Ensure service commitments are completed safely, on time, and in accordance with established standards.

Manage Operations & Resources

• Monitor department performance, labor utilization, travel expenses, parts, and service-related costs.


• Identify operational challenges and implement effective solutions to improve productivity and service delivery.


• Manage staffing, workloads, schedules, and resources to meet business demands.


• Utilize performance metrics, cost analysis, and customer feedback to drive informed decisions.

Lead Projects & Cross-Functional Collaboration

• Oversee service execution for major service agreements and equipment relocation projects.


• Coordinate project scope, schedules, resources, costs, risks, and customer commitments.


• Partner with Service Sales, Sales, Operations, Engineering, and Quality to resolve technical challenges and improve processes.


• Provide regular updates on performance, risks, and improvement initiatives to the Director of Service.

Qualifications

• Bachelor's degree in Engineering, Business, Operations Management, or a related field preferred; equivalent education and relevant experience will be considered.

Required Skills

• 5+ years of experience in service operations, field service, technical support, or a related industrial environment.


• 2+ years of supervisory or people-management experience.


• Strong technical aptitude with the ability to troubleshoot operational challenges and resolve customer issues.


• Demonstrated success leading teams, managing service resources, and improving operational performance.


• Excellent communication, organizational, analytical, and problem-solving skills.


• Ability to balance multiple priorities, project commitments, and customer expectations.


• Proficiency with Microsoft Office and service management or CRM systems.


• Ability to travel up to 25%, including travel within the United States and Canada.

Equal Opportunity Statement

Modula Inc. is an Equal Employment Opportunity Employer. We are committed to providing equal employment opportunities to all qualified applicants without regard to any status protected by applicable federal, state, or local law. Employment is subject to successful completion of applicable background checks and drug screening.