Customer Support and Field Technician

Xylem; MIDDLETOWN (OH); On-site; USD 55,000 - 75,000; Full time

Job summary

A leading global water technology company seeks a passionate Customer Support and Field Technician to resolve technical support issues and train customers on HYPACK software. This mid-senior level role involves collaboration across departments and requires significant travel. Join Xylem’s mission to advance sustainable water solutions.

Benefits

Employee Volunteer Program

Competitive salary

Inclusive work environment

Qualifications

• Minimum of 4 years industry experience in hydrographic surveying.
• Experience with HYPACK software for at least 3 years.

Responsibilities

• Responds to customer inquiries and resolves support issues.
• Documents cases and writes knowledge articles.
• Travels for training and installation of HYPACK software.

Skills

Strong communication skills

Interpersonal skills

Attention to detail

Problem-solving abilities

Education

High School Diploma or equivalent

2- or 4-year college degree preferred

Job description

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Join to apply for the Customer Support and Field Technician role at Xylem

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

Bring your passion for customer support and teaching to HYPACK! HYPACK, a Xylem brand, seeks to hire an outstanding Customer Support and Field Technician to resolve customer technical support issues, provide training, and provide technical field support for all HYPACK software products and related hydrographic survey equipment.

HYPACK, a Xylem brand, develops Windows-based software for the hydrographic and dredging industries. HYPACK was founded in 1984 as a small hydrographic consultancy. Today, HYPACK is one of the most widely used hydrographic surveying packages in the world, with more than 10,000 users. HYPACK provides surveyors and dredgers with all the tools needed to design, collect, process, analyze, and generate final products in ocean, coastal, and inland waters.

HYPACK seeks an outstanding intermediate-level Customer Support and Field Technician to resolve customer technical support issues, provide training, and provide technical field support for all HYPACK software products and related hydrographic survey equipment. The successful candidate must work collaboratively across all HYPACK departments to deliver world-class service to every customer’s inquiries. The candidate needs to be comfortable traveling, often on short notice, to deliver expert services and training to HYPACK customers around the world. This is the ideal position for any early-to-mid career hydrographer seeking a challenging and fast-paced technical position!

Core Responsibilities

Customer Support

• Responds to customer telephone or email inquiries for technical support about HYPACK software and related hydrographic surveying equipment;
• Troubleshoots and resolves customer support inquiries;
• Documents customer cases, product complaints, and software issues;
• Regularly writes knowledge articles to be shared with the customer base through newsletter or other company social media.
• Periodically provide after-hours support, as required.
  
  

When On Assignment In The Field

• Travels to customer site to install or train on HYPACK software.
• Prepare and submit accurate and timely field service reports.
• Travel will be required to international customers; expect to travel up to 120 days per year.
• Other duties as assigned
  
  

Required Qualifications

• Education: High School Diploma or equivalent. 2- or 4-years of college preferred.
• Evidence of career training progression through industry or government short courses or academic certificate programs in hydrography and/or dredging.
• A minimum of 4 years industry or government experience in hydrographic surveying.
• Work history to include a minimum of 3 years’ current experience using HYPACK software.
• Must possess a current passport and valid driver’s license; must maintain a good driving record.
• Strong communications skills; the abilities to ask questions, think critically, and actively seek guidance from others are essential.
• Must possess excellent interpersonal skills, especially tact and patience; must be a team player.
• Must show attention to detail and dedication to excellent customer outcomes.
• Must show a willingness to learn, and a willingness to take on new responsibilities.
• Must be able to multi-task and solve problems in a fast-paced environment.
  
  

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.

At Xylem, you'll not only contribute to solving water issues but also have the chance to make a difference through our paid Volunteer Program, Xylem Watermark. We prioritize our employees' well-being through inclusion and belonging as well as our 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 Xylem's transformative journey in shaping the future of water technology! #XylemCareers #GlobalImpact #WaterInnovation

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  Industrial Machinery Manufacturing

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