Technical Service Specialist

Modula USA; Franklin (OH); On-site; USD 60,000 - 80,000; Full time

Job summary

Modula USA is seeking a Warranty Specialist to support customers and distributors by validating and processing warranty claims for Modula products. You will work with Service, Engineering, Quality, and Supply Chain teams to ensure timely resolutions and accurate documentation.

The role emphasizes cross‑functional collaboration, data analysis of warranty trends, adherence to policies, and driving continuous improvement while providing excellent customer service.

Qualifications

• 2+ years of experience in customer service, warranty administration, technical support, or a related role within a manufacturing or industrial environment.
• Experience handling customer-facing communications related to service issues, claims, or problem resolution.
• Strong understanding of warranty processes, return material authorization (RMA), or service operations preferred.
• Excellent verbal and written communication skills with the ability to explain technical or policy-related information clearly and professionally.
• Strong customer service mindset with the ability to manage challenging conversations while maintaining professionalism.
• High attention to detail and accuracy in documentation, data entry, and recordkeeping.
• Strong organizational and time management skills with the ability to prioritize and manage multiple claims simultaneously.
• Analytical and problem-solving skills with the ability to investigate issues, assess warranty eligibility, and support root cause analysis.
• Proficiency in Microsoft Office Suite, including Outlook, Word, and Excel.
• Functional experience with SAP, Salesforce or other ERP/CRM systems strongly preferred.
• Ability to work independently while also collaborating effectively with cross-functional teams.

Responsibilities

• Serve as a primary customer-facing contact for warranty-related inquiries, claims, and resolution status.
• Review, evaluate, and process warranty claims submitted by distributors.
• Verify warranty eligibility based on product terms, timelines, service history, and contractual agreements.
• Communicate clearly and professionally with distributors regarding claim requirements, approvals, denials, and next steps.
• Coordinate cross-functionally with Service, Engineering, Quality, and Supply Chain teams to investigate warranty issues and determine appropriate corrective actions.
• Authorize warranty repairs, replacements, credits, or returns in accordance with company policies and approval levels.
• Ensure accurate and complete documentation of warranty claims, including service reports, photos, and supporting evidence.
• Track warranty costs and assist in identifying trends, recurring issues, and potential product or process improvements.
• Contribute to monitoring warranty and service performance of the installed base managed by Certified Dealers, supporting trend analysis, escalation of recurring issues, and continuous improvement initiatives.
• Support warranty reporting, audits, and compliance activities as required.
• Contribute to continuous improvement initiatives by providing data-driven insights related to warranty performance and customer feedback.
• Adhere to all established department and company standard operating procedures
• Perform other duties as assigned.

Skills

Customer service

Warranty administration

Communication skills

Data entry

Analytical problem solving

Tools

SAP

Salesforce

Microsoft Excel

Job description

Who We Are:

Modula is the leading US manufacturer of vertical lift modules (VLM) and automated storage and retrieval systems. Modula US has a manufacturing plant in Dayton, OH. 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.

Description

Modula is the leading US manufacturer of vertical lift modules (VLM) and automated storage and retrieval systems. Modula US has a manufacturing plant in Dayton, OH. 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, open-minded, diversity

Position Summary

The purpose of the Warranty Specialist is to support the Customer and Dealer Service organizations by managing and administering warranty claims related to Modula products. This role ensures accurate warranty validation, timely resolution, and positive Customer and Dealer experience while adhering to warranty policies, contractual obligations, and company standards.

The role also supports Certified Dealers by validating warranty eligibility, monitoring service activities, and contributing to overall visibility of the service status of the installed base managed by Certified Dealers.

Key Responsibilities

• Serve as a primary customer-facing contact for warranty-related inquiries, claims, and resolution status.
• Review, evaluate, and process warranty claims submitted by distributors.
• Verify warranty eligibility based on product terms, timelines, service history, and contractual agreements.
• Communicate clearly and professionally with distributors regarding claim requirements, approvals, denials, and next steps.
• Coordinate cross-functionally with Service, Engineering, Quality, and Supply Chain teams to investigate warranty issues and determine appropriate corrective actions.
• Authorize warranty repairs, replacements, credits, or returns in accordance with company policies and approval levels.
• Ensure accurate and complete documentation of warranty claims, including service reports, photos, and supporting evidence.
• Track warranty costs and assist in identifying trends, recurring issues, and potential product or process improvements.
• Contribute to monitoring warranty and service performance of the installed base managed by Certified Dealers, supporting trend analysis, escalation of recurring issues, and continuous improvement initiatives.
• Support warranty reporting, audits, and compliance activities as required.
• Contribute to continuous improvement initiatives by providing data-driven insights related to warranty performance and customer feedback.
• Adhere to all established department and company standard operating procedures
• Perform other duties as assigned.

Please note: this job description is not designed to contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee performing this job. Duties, responsibilities, and activities may change at any time, with or without notice. Performance of other duties as assigned is expected.

Requirements

• 2+ years of experience in customer service, warranty administration, technical support, or a related role within a manufacturing or industrial environment.
• Experience handling customer-facing communications related to service issues, claims, or problem resolution.
• Strong understanding of warranty processes, return material authorization (RMA), or service operations preferred.
• Excellent verbal and written communication skills with the ability to explain technical or policy-related information clearly and professionally.
• Strong customer service mindset with the ability to manage challenging conversations while maintaining professionalism.
• High attention to detail and accuracy in documentation, data entry, and recordkeeping.
• Strong organizational and time management skills with the ability to prioritize and manage multiple claims simultaneously.
• Analytical and problem-solving skills with the ability to investigate issues, assess warranty eligibility, and support root cause analysis.
• Proficiency in Microsoft Office Suite, including Outlook, Word, and Excel.
• Functional experience with SAP, Salesforce or other ERP/CRM systems strongly preferred.
• Ability to work independently while also collaborating effectively with cross-functional teams.

Must be able to pass background check and drug screening.

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.