Service Center Specialist

Xylem; Delaware; On-site; USD 42,000 - 60,000; Full time

Benefits offered by this job

Volunteer Program

Job summary

Xylem is seeking a Service Center Specialist to perform standard and non-routine mechanical and electrical service duties on the phone, in the shop and at field locations. The role supports various service and branch operations, ensuring that customer contracts, billing and documentation are handled efficiently.

Responsibilities include handling inbound calls, coordinating orders, documenting processes, and assisting field technicians while maintaining safe work practices.

Qualifications

• High school diploma or equivalent plus 2 years of applicable work experience or Bachelor’s degree with demonstrated capability in comparable work.
• Light construction experience preferred
• Computer proficiency to include Microsoft Suite and math skills
• Demonstrated ability to troubleshoot logical processes and basic knowledge of circuit testing

Responsibilities

• 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
• Travel as needed per company policy

Skills

Customer service

Communication

Team collaboration

Microsoft Office

ERP systems

CRM knowledge

Problem solving

Education

High school diploma or equivalent

Bachelor’s degree

Tools

MS Field Service

MS CRM

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.

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. This role will also:

• 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 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

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
• 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

Requirements:

• Less than 5% 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 2 years of applicable work experience or Bachelor’s degree with demonstrated capability in comparable work
• Light 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
• Able to executive tasks medium levels of autonomy; limited guidance required for complex tasks
• Able to collaborate with other disciplines
• Ability to understand concepts in execution and strong organization skills
• Understanding of general business concepts
• Strong communication skills
• Solid User of standard Microsoft Office applications (Outlook, Word, Excel, PowerPoint)
• Fluency in relevant ERP systems
• Basic understanding of typical IT business tools
• Basic understanding of 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.

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 Aff…

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