Service & Repair Coordinator

About The Modal Shop

The Modal Shop delivers innovative structural vibration and acoustic sensing systems and services to test laboratories and manufacturing facilities around the globe. We offer a world-leading sound and vibration rental program, precision calibration systems, modal shakers, non-destructive test systems, and digital sensors, which are all designed to simplify testing for our customers. We're a fun, fast-paced team based in Cincinnati, Ohio. With a focus on Total Customer Satisfaction for both our internal and external customers, we have a strong and ongoing commitment to being a great place to work!

Responsibilities

• Prepare and maintain service and repair quotations using TMS CRM tools; manage follow-ups and activity status within system guidelines.
• Record and document all relevant service information accurately in the TMS CRM system.
• Cookordinate service activities and act as liaison between technical departments to ensure timely execution of service and repair jobs.
• Organize and deliver required technical and safety documentation associated with each service order.
• Monitor and provide updates on the progress of service orders, including coordinating with the internal logistics team to manage outbound communication and return shipments.
• Execute contract reviews following defined internal procedures to ensure customer and compliance standards are met.
• Assess and prioritize incoming returns; initiate operational checks and repair paperwork prior to routing hardware to product groups or sales teams.
• Investigate service-related issues, propose corrective actions, and compile internal reports for quality improvement and management review.
• Perform other duties and operational needs to contribute to the overall efficiency of The Modal Shop's Service team.

Qualifications

• Education: High School Diploma or equivalent.
• Experience: 3 or more years of related experience in customer service or Associates degree with at least one year of customer service experience.
• Proficient with Microsoft Office.
• Ability to interface with cross-functional teams including Engineering, Operations and Sales.

Benefits

• 100% Company Paid Medical Premiums
• Vision and Dental Insurance
• Paid Time Off
• Company funded HSA and HRA Accounts
• Employer paid basic life insurance, short- and long-term disability insurance
• 401k Company Match
• Annual Bonus
• Tuition Reimbursement Program
• Dependent Orthodontic Reimbursement
• Employee Discounts, Holiday Gift Certificates, Referral Bonus