Basic Functions and Scope of Job: The purpose of the Software Support Specialist is to provide, in a timely manner, both remote and on-site customer support for the installation of software systems of Modula Inc. products and resolution of issues related to the software systems of Modula Inc. products. This role may also assist customers needing to procure parts and services.
 

Key Responsibilities and Accountabilities:

· Identify, diagnose, and resolve problems for users of Modula Inc. equipment using phone communication or onsite support

· Manage escalation of issues to assure timely resolution

· Utilize CRM for scheduling, and maintain accurate and complete records of all customer interactions (i.e. phone support, service, and preventive maintenance)

· Install, tag, and assist in the configuration of end-user software and peripherals

· Coordinate timely service of software by Modula Inc. resources or dealers and vendors

· Develop, maintain, and support Modula WMS software solutions, focusing on networking, SQL, and data exchange. 

· Design and implement API web services using JSON or XML for data integration with Modula WMS. 

· Provide feedback to quality control related to defects found in the field

· Support other departments with answers to frequently asked questions from customers

· Manage, in a timely manner, personal schedule, expense reports, reporting of hours, and travel arrangements

· Promote safety for staff and customers

· Provide active and open communication to customers and dealers so they are free to discuss their requirements, concerns, and/or issues. Collaborate with clients to understand software requirements and ensure seamless data exchange and communication. 

· Assist with onboarding and training customers, ensuring they effectively utilize Modula WMS. 

· Participate in job rotations to gain product and process knowledge

· Skill based assigning of technicians to projects

· Participate in a 24/7 on-call rotation

· May perform other duties as required

Please note: this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time, with or without notice. It is expected that this cross-functional role will perform other duties as assigned.

Qualifications and Skills:

· This role is pivotal in coordinating the company's customer service. The individual in this position must have a high degree of integrity, resourcefulness, and professionalism in working with colleagues, clients, and vendors. Relationship building, customer service, and the ability to follow up in a timely manner are critical for success. The ideal candidate will have relative experience, excellent communication and time management skills, and manufacturing aptitude

· 3+ years of experience in software development with networking, SQL, data exchange, and API web services

· Bachelor’s degree in computer science, Information Technology, or related field (or equivalent experience). 

· Experience in a manufacturing environment, material handling systems or related industries is highly preferred. 

· Proficiency with Networking, IP address schemes, troubleshooting, analysis, and problem-solving techniques required; understanding of the manufacturing industry is essential

· Strong computer skills, including proficiency in current versions of MS Office, is required (including firewall settings); must be proficient in computer applications including Outlook, Word, Excel, and PowerPoint, and must be able to navigate ERP/MRP (SAP is a plus). 

· Proficient in SQL, RESTful APIs, JSON, and XML. 

· Excellent customer service skills, the ability to communicate effectively, and the capabilities to operate independently and take initiative are required

· Experience with training individuals and/or classes preferred

· Ability to travel of up to 20% is essential and required

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.