Service Center Associate

Xylem; Wilmington (NC); Hybrid; USD 30,000 - 36,000; Full time

Benefits offered by this job

Competitive pay

PTO

Day one benefits

Retirement plan

Parental leave

Tuition reimbursement

Career development

Wellness program

Employee discounts

Job summary

Xylem is hiring a Service Center Associate in Wilmington, NC to deliver exceptional customer service, provide technical support, and coordinate equipment rentals, repairs, billing, and service requests. You’ll connect customers, service technicians, and branch operations to ensure efficient processing and timely responses.

The role offers exposure to equipment troubleshooting, rental operations, invoicing, service processes, and customer relationship management while collaborating with

Qualifications

• High School Diploma or GED.
• 1+ year of experience in customer service or related field.
• Exposure to ERP systems such as SAP.
• Experience with billing and invoicing preferred.
• Proficiency with Microsoft Office Suite (Outlook, Word, Excel, PowerPoint).
• Ability to prioritize tasks and manage multiple responsibilities.
• Basic mathematical and problem‑solving skills.
• Ability to work independently while also contributing to a collaborative team environment.

Responsibilities

• Customer Support & Service Coordination: Manage inbound phone calls, online inquiries, and customer walk-ins. Provide outstanding customer service and respond to requests in a timely manner. Generate rental quotes and process customer orders via phone, email, and in person.
• Answer routine product and service questions, directing complex inquiries to the appropriate technical or sales team members.
• Coordinate product deliveries and pickups according to customer agreements and freight terms.
• Service & Shop Support: Assist customers with basic equipment troubleshooting and service-related inquiries. Support Service Shop Technicians by preparing work orders and pulling required repair parts.
• Complete equipment rental and service documentation accurately. Ensure service operations and parts are properly recorded on service orders.
• Verify technician certifications, safety credentials, and required training records are current.
• Administrative & Branch Operations: Process customer contracts, billing, invoicing, and payment information accurately. Maintain correct time entries and billing records for service projects and engagements. Assist branch leadership in tracking operational metrics and reporting.
• Collaborate with branch personnel to resolve customer issues and support daily operations. Ensure customer requests and administrative tasks are completed accurately and on schedule.

Skills

Customer service

Communication

Prioritization

Independent work

Team collaboration

Education

High School Diploma or GED

Tools

ERP/SAP experience

Job description

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.

Service Center Associate

Help keep customers running by delivering exceptional service, technical support, and operational excellence. As a Service Center Associate, you’ll serve as the critical connection between customers, service technicians, and branch operations, ensuring equipment rentals, repairs, billing, and service requests are managed efficiently and accurately. If you enjoy solving problems, supporting customers, and working in a hands‑on environment where no two days are the same, this is an opportunity to build valuable technical and operational experience while making a direct impact on customer success.

Why This Role Is Different

This role combines customer service, technical support, branch operations, and service coordination into one dynamic position. You’ll gain exposure to equipment troubleshooting, rental operations, invoicing, service processes, and customer relationship management while working alongside experienced service and sales professionals. You’ll be a key contributor in helping customers receive the products, support, and solutions they need to keep their operations moving.

What You’ll Be Doing

• Customer Support & Service Coordination: Manage inbound phone calls, online inquiries, and customer walk-ins. Provide outstanding customer service and respond to requests in a timely manner. Generate rental quotes and process customer orders via phone, email, and in person.
• Answer routine product and service questions, directing complex inquiries to the appropriate technical or sales team members.
• Coordinate product deliveries and pickups according to customer agreements and freight terms.
• Service & Shop Support: Assist customers with basic equipment troubleshooting and service-related inquiries. Support Service Shop Technicians by preparing work orders and pulling required repair parts.
• Complete equipment rental and service documentation accurately. Ensure service operations and parts are properly recorded on service orders.
• Verify technician certifications, safety credentials, and required training records are current.
• Administrative & Branch Operations: Process customer contracts, billing, invoicing, and payment information accurately. Maintain correct time entries and billing records for service projects and engagements. Assist branch leadership in tracking operational metrics and reporting.
• Collaborate with branch personnel to resolve customer issues and support daily operations. Ensure customer requests and administrative tasks are completed accurately and on schedule.

What We’re Looking For

Required Qualifications

• High School Diploma or GED equivalent
• 1+ year of experience in customer service or related field
• Exposure to ERP systems such as SAP or similar business software.
• Experience with billing and invoicing preferred
• Strong customer service and communication skills.
• Proficiency with Microsoft Office Suite (Outlook, Word, Excel, PowerPoint).
• Ability to prioritize tasks and manage multiple responsibilities.
• Basic mathematical and problem‑solving skills.
• Ability to work independently while also contributing to a collaborative team environment.

Preferred Qualifications

• Experience in light construction, equipment rental, industrial services, or related industries.
• Basic mechanical aptitude and troubleshooting skills.

High Impact Behaviors

• Continuous Professional Development: Actively seeks opportunities to learn, improve, and grow professionally.
• Collaboration and Teamwork: Builds strong relationships and contributes to shared goals.
• Results‑Driven Performance: Focuses on delivering quality work, meeting deadlines, and achieving objectives.

What We Offer

• Competitive hourly pay of $22.00 - $26.00 per hour
• 20 days PTO to start + paid holidays
• Day one medical, dental, and vision coverage
• Generous retirement savings plan with company contribution
• Paid parental leave
• Tuition reimbursement
• Career progression and skill development
• Wellness programs and employee discounts
• Recognition and reward programs

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.

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!

Learn more by clicking here – Working at Xylem (https://www.xylem.com/en-us/careers/working-at-xylem/)

Inclusion and Belonging at Xylem (https://www.xylem.com/en-us/careers/inclusion-and-belonging/)