Xylem is a Fortune 500 global water solutions company dedicated to advancing sustainable impact and empowering the people who make water work every day. As a leading water technology company with 23,000 employees operating in over 150 countries, Xylem is at the forefront of addressing the world's most critical water challenges. We invite passionate individuals to join our team, dedicated to exceeding customer expectations through innovative and sustainable solutions.
The Senior Service Center Specialist will be responsible for performing varied and complex mechanical and/or electrical service duties (troubleshooting and repairing of equipment and other products) on the phone, in the shop and at field locations. In this role, the incumbent will also perform other duties related to the running and maintenance of the shop, sales and branch operations ensuring that customer contracts, billing, invoicing and issues of any administrative nature are resolved in a timely fashion. This role will support multiple and varied business units and functions and is critical to ensure proper documentation, payment and resolution of customer issues. This role will also:
- Manage inbound phone calls, online inquiries and customer walk-ins
- Able to perform complex tasks related to the process that they support
- Drives collaboration with customers and branch staff on dealing with issues
- Process customer requests such as rental quote generation and order placement over the phone, in person or via e-mail
- Answer varied and complex product questions and direct questions to appropriate service or sales personnel when necessary
- Manage orders and arrange delivery to all sites and locations per the individual agreement including an understanding of the agreement of freight terms
- Able to handle contract renewals and contract maintenance or changes
- Reviews autorenewals of contracts and supports contract additions identified by branch staff
- Support Service Shop Technicians in completing work orders and pulling necessary parts for product repair
- Supports branch staff in compiling metrics
- Acts as proxy for branch manager and service staff ensuring customer requests are completed in a timely manner
- Establishes process and ensures correct time entries and appropriate billing is maintained for projects and service engagements
- Obtain and update forms of payment to process for service orders from customers
- Ensures all service operations and part numbers are added to service orders
- Ensures on site tech safety credentials or current training in place
Responsibilities:
To perform the job successfully, an individual must be able to perform each essential duty satisfactorily. · Create and maintain safe working environment and culture within the organization
- Drives resolution of internal and external customer needs and expectations
- Identify and raise awareness towards process gaps to enable efficiency & effectiveness
- Assist with process analysis and resolution identification
- Demonstrates high impact culture through innovation, accountability and empowerment
- Must be able to function in a team environment
- Usually works with little to no supervision, works independently
- Task execution for area of responsibility up to levels defined in Xylem’s DOA policy
- Specializing in specific areas of expertise
- Independently arrive at solution to satisfy needs of customer in alignment with our policies
Travel Requirements
- Some travel required
- 5%-20% travel depending on division & location (overnight stays, away from home)
Driving Requirements:
- N/A PLACEHOLDER FOR DIVISION SPECIFIC REQUIREMENTS
High Impact Behaviors:
- Continuous Professional Development: Professionals should be committed to lifelong learning, seeking out opportunities for self-improvement, and staying abreast of industry trends and best practices.
- Collaboration and Teamwork: Effective professionals understand the value of collaboration. They work well with others, contribute to team goals, and understand that diverse perspectives can lead to better solutions.
- Results Driven Performance: High performing professionals focus on delivering results. They set high standards for their own performance and are committed to achieving objectives efficiently and effectively.
Education & Experience Requirements:
- High school diploma or equivalent plus 5 years of applicable work experience or Bachelor’s degree with 3 years of applicable work experience
- Construction experience preferred
- Computer proficiency to include Microsoft Suite and math skills
- Demonstrated ability to troubleshoot logical processes and basic knowledge of circuit testing
Skill Requirements:
- Intra-departmental communication for purpose of alignment/information sharing/guidance/leadership
- Able to execute tasks with high levels of autonomy; limited guidance required for complex tasks
- Able to collaborate with other disciplines
- Ability to understand concepts in execution, broader organizational impact, and strong organization skills
- Solid user of standard Microsoft Office applications (Outlook, Word, Excel, PowerPoint)
- Strong ERP fluency in relevant systems
- Strong understanding of typical IT business tools; adapt at learning new programs quickly (e.g. homegrown IT solutions but also new cutting-edge tools like Data Analytics)
- Fluency in a Field Service and CRM application like MS Field Service or MS CRM
Join the global Xylem team to be a part of innovative technology solutions transforming water usage, conservation, and re-use. Our products impact public utilities, industrial sectors, residential areas, and commercial buildings, with a commitment to providing smart metering, network technologies, and advanced analytics for water, electric, and gas utilities. Partner with us in creating a world where water challenges are met with ingenuity and dedication; where we recognize the power of inclusion and belonging in driving innovation and allowing us to compete more effectively around the world.
