Elite/Lead Service Center Specialist

Join Xylem in the global mission to #LetsSolveWater! As a leading water technology company with 23,000 employees operating in over 150 countries, Xylem is at the forefront of addressing the worlds most critical water challenges. We invite passionate individuals to join our team, dedicated to exceeding customer expectations through innovative and sustainable solutions.

We’re Hiring for a Elite/Lead Service Center Specialist!

If you are excited and passionate about helping #LetsSolveWater, consider joining our team today! Xylem, Inc. is a leading global water technology company servicing more than 150 countries and is dedicated to solving the world’s most challenging water issues. We are looking for individuals to join our mission by exceeding customer expectations through smart sustainable solutions. At Xylem, you will have the opportunity to solve water by participating in our paid Volunteer Program, Xylem Watermark!

THE ROLE: The Elite/Lead 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. Act as a team lead by providing direction and knowledge around duties related to the day-to-day operation and maintenance of the shop, sales and branch operations. We offer a full benefits package to include 4 WEEKS Paid Time Off (PTO) for hourly positions, health, dental, vision, investment savings plan, and other additional miscellaneous benefits.

CORE RESPONSIBILITIES: To perform the job successfully, an individual must be able to perform each essential duty satisfactorily.

Ensure customer contracts, billing, invoicing and issues of any administrative nature are resolved in a timely fashion.

Support various business units and resolves customer issues that are unique and consists of multiple variables (technical, invoicing, billing configurations, customer system configurations which may drive manual processes outside of ERP systems)

Analyze and resolve problems as well as executing the more difficult tasks for contracts, customer upgrades, customer orders, inventory resolution, branch scheduling, varied and complex mechanical and/or electrical service duties.

Ensures that all stakeholders (such as AR team, customer, etc) have robust communication around unique resolution of escalated customer problems.

Strong collaboration with internal and external customers

May require on-site service center support based on service center team needs. Serves as partner to service center manager, driving key metrics, KPIs and finance success of the service center.

Create a high-performance culture that drives a sense of urgency that delivers results

Responsible for ensuring that performance objectives are met by the team

Performs the most complex tasks related to customer contracts, billing, account maintenance, order creation, job scoping and billing.

Ensures on site tech safety credentials or current training in place Provides input into process improvements

Provides innovation to processes that delivers value to the organization

May lead projects that impact Operations Support function

Support process audits

Create and maintain safe working environment and culture within the organization

Proactively drive resolution of internal and external customer needs and expectations

Identify and raise awareness towards process gaps to enable efficiency & effectiveness

•Ensure adherence to a set of quality standards and deliver the best possible customer experience

•Challenge the status quo, analyze processes and assess potential to apply innovative enhancements

Role models 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 and has ability to lead/coach/guide/motivate

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

Independently arrive at solution to satisfy needs of customer in alignment with our policies

Travel Requirements:

< 5%

Driving Requirements:

Must have a clean driving record

QUALIFICATIONS:

Education & Experience Requirements:

• High school diploma or equivalent plus 7 years of applicable work experience OR Bachelors degree with 5 years of applicable work experience

• Construction/industrial experience required. Expert Computer skills to include Microsoft Suite and math skills and basic knowledge of circuit testing.

• Forklift certification preferred.

Skill Requirements:

• Intra-departmental communication for purpose of alignment, information, sharing, guidance and leadership

• Able to execute tasks with high levels of autonomy.

• Able to collaborate with other disciplines

• High level understanding of concepts in execution, broader organizational impact, and strong organization skills;

• Understanding of general business concepts

• Strong communication skills

• Solid User of standard Microsoft Office applications (Outlook, Word, Excel,

PowerPoint)

• Strong ERP fluency in relevant systems

• Fluent 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.

DAY IN THE LIFE:

Physical Demands:

Heavy lifting of up to 50 pounds.

Regularly required to sit or stand, reach, bend and move about the facility or customer job site.

Regularly required to listen, talk to, and see employees and customers on a daily basis

General office environment and use of phone and computer equipment.

Travel as required to fulfill the duties listed above or as required by the Company.

Standard weekly job hours: 40 hours

SALARY:

The estimated salary range for this position is $xx/Hr. to $xx/Hr. Starting pay is dependent on multiple factors, such as skills, experience, and work location, and is not typically at the top of the range. At Xylem we offer a competitive compensation package with a generous benefit package, including Medical, Dental, Vision plans, 401(k) with company contribution, paid time off, paid parental leave and tuition reimbursement.

At Xylem, we embrace diversity and strive to create avenues where employees feel valued and appreciated through our DE&I initiatives and Employee Resources Groups (ERG). Xylem is proud to be an Equal Employment Opportunity and Affirmative Action workplace. Xylem prohibits discrimination, harassment of any kind and does not discriminate in employment on the basis of race, color, religion, sex or sexual orientation (including pregnancy and gender identity), national origin, political affiliation, marital status, medical conditions or disability, genetic information, age, or other non-merit factors.

Join the global Xylem team today! (http://www.xylem.com/) Xylem is a team creating advanced technology solutions to the world’s water challenges through developing new technologies and services that will improve the way water is used, conserved, and re-used in the future is central to our work. Our products and services move, treat, analyze, monitor, and return water to the environment, in public utility, industrial, residential, and commercial building services settings. Xylem also provides a leading portfolio of smart metering, network technologies and advanced analytics solutions for water, electric and gas utilities.

Disclaimer: The information listed within this job description is designed to indicate the general nature of work expected for this position and shall not be viewed as a comprehensive inventory of all duties, responsibilities, and qualifications required in this position. Employees must be able to perform the essential functions of the position satisfactorily and if requested, reasonable accommodations will be made to enable employees with disabilities to perform the essential functions of their job absent undue hardship. Xylem reserves the right to modify this job description or assign other duties to this position as needed.

Salary range:

$45,500.00 – $72,500.00

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 diversity, equity and inclusion in driving innovation and allowing us to compete more effectively around the world.

At Xylem, youll not only contribute to solving water issues but also have the chance to make a difference through our paid Volunteer Program, Xylem Watermark. We embrace diversity and prioritize our employees well-being through our DE&I initiatives and Employee Resource Groups (ERG). Proud to be an Equal Employment Opportunity (including disability and veterans) and Affirmative Action workplace, Xylem fosters an inclusive environment free from discrimination or harassment.

 

Please note that the information in this job description outlines the general nature of the position and is not an exhaustive list of duties. Xylem is dedicated to providing reasonable accommodations to enable all employees to perform their essential job functions. We reserve the right to modify this job description and assign additional duties as needed. Embrace the opportunity to be part of Xylems transformative journey in shaping the future of water technology! #XylemCareers #GlobalImpact #WaterInnovation