Service & Repair Coordinator

Service And Repair Coordinator

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 strong and ongoing commitment to being a great place to work!

The Service and Repair Coordinator supports efficient operations of The Modal Shop's technical service department by managing administrative and logistical aspects of service and repair activities. The role plays an integral part in the end-to-end process of service orders, from quotation generation to documentation and post-service communication. Collaboration across internal teams—including Production, Engineering, Sales, and Order Fulfillment—is essential to success in this position.

Additional duties include:

• 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.
• Coordinate service activities and act as liaison between technical departments to ensure timely execution of service and repair jobs.
• Track incoming requests related to quotations, and route technical queries to subject matter experts when escalation is necessary.
• 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.

Minimum qualifications include:

• 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.

Preferred qualifications include:

• Customer service experience in a manufacturing or technical environment preferred.

Additional benefits include:

• 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

Physical demands include:

While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee is occasionally required to stand; walk; and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus.

This role requires the ability to work in an indoor office and production environment with low to moderate noise level.

This position requires access to "controlled technology" as defined in the Export Administration Regulations (15 C.F.R. §730 et. seq.) and "technical data" as defined in the International Traffic in Arms Regulations (22 C.F.R, Chapter 1, Subchapter M). Qualified candidates must be legally authorized to access such controlled technology prior to beginning work.

PCB Piezotronics is an equal opportunity employer.