Service Center Specialist

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 ROLE:

The Service Center Specialist will be responsible for performing standard and non-routine 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 can support various business units and is critical to ensure proper documentation, payment and resolution of customer issues.

CORE RESPONSIBILITIES:

• Manage inbound phone calls, online inquires and customer walk-ins

• Able to perform routine tasks related to the process that they support

• Strong 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

• Ability to document tasks in process flows

• Answer standard or non-routine product questions and direct questions to appropriate service or sales personnel when necessary

• Enter orders and arrange delivery to all sites and locations per the individual agreement including an understanding of the agreement of freight terms

• May be required to handle contract renewals and contract maintenance or changes of simple configuration or change of purchase order

• Reviews for autorenewals of contracts and supports contract additions identified by branch staff

• Complete equipment and rental processes in tool and schedule product pick-up and prepare paperwork for customer sign off

• Support Service Shop Technicians in completing work orders and pulling necessary parts for product repair

• Supports branch staff in compiling metrics

• Assists branch manager and service staff ensuring customer requests are completed in a timely manner

• Ensure correct time entries and appropriate billing is maintained for projects and service engagements

• Obtain and updates 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

• Create and maintain safe working environment and culture within the organization

• Take care of internal and external customer needs and expectations

• Demonstrates high impact culture through innovation, accountability and empowerment

• Must be able to function in a team environment; usually works with direct supervision but can work independently

• Task execution for area of responsibility up to levels defined in Xylem’s DOA policy Travel

QUALIFICATIONS:

• High school diploma or equivalent.

• 2 years of relevant work experience

• Customer Service experience

• ERP or CRM system experience

• Invoicing or accounting experience is a plus

• Proficiency in computers, including Microsoft Suite, and basic math skills.

What We Offer:

• Health, Dental and Vision insurance available on your 1st day of employment

• Generous retirement savings plan

• Generous PTO package and paid holidays

• Career progression and development plans

• Company wellness, rewards and recognition, and employee discount programs

**Job postings will include a wide salary range, with each role's pay falling within that range. The starting salary is based on factors such as skills, experience, location, and market conditions**

Salary range:

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.