Service Center Specialist

Xylem; Garner (NC); Hybrid; USD 42,000 - 64,000; Full time

Job summary

Xylem is seeking a Service Center Specialist to act as the operational hub between customers, service technicians, and branch operations in Garner, NC. You will handle inquiries, coordinate service activities, and manage rental and service transactions to ensure timely, accurate delivery.

The role supports both remote and in-person interactions, assisting technicians, preparing work orders, and maintaining detailed service records.

Qualifications

• High School Diploma or equivalent with 2+ years of relevant experience, or a Bachelor's degree with related field capability.
• Strong customer service and administrative support experience.
• Proficiency with Microsoft Office applications.
• Demonstrated troubleshooting and problem-solving skills.
• Basic knowledge of electrical circuits, mechanical systems, or equipment diagnostics.

Responsibilities

• Serve as the primary point of contact for inbound customer calls, emails, inquiries, and walk-ins.
• Provide exceptional customer service by addressing questions, resolving issues, and coordinating support resources.
• Generate rental quotations, process customer orders, and facilitate equipment and service requests.
• Coordinate equipment deliveries, pickups, and logistics per customer agreements and freight terms.
• Prepare customer-facing documentation and ensure accurate transaction processing.
• Assist Service Shop Technicians by preparing work orders and ensuring parts are available for repairs.
• Verify technician certifications and safety credentials prior to field service execution.
• Maintain accurate service records, documentation, and workflow procedures.

Skills

Customer service

Administrative support

Troubleshooting

Organizational skills

Education

High School Diploma or equivalent

Bachelor's degree

Tools

MS Office

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 Specialist

Help Keep Critical Water and Infrastructure Operations Running

As a Service Center Specialist, you will serve as the operational hub between customers, service technicians, and branch operations. In this highly visible role, you'll combine technical troubleshooting, customer support, service coordination, and administrative expertise to ensure equipment, rental products, and service programs are delivered efficiently and accurately.

You will support customers both remotely and in person by helping resolve equipment issues, coordinating service activities, managing rental and service transactions, and ensuring all service documentation, contracts, billing, and operational processes are completed accurately and on time. Your ability to deliver exceptional customer experiences while maintaining operational excellence directly contributes to business growth, customer satisfaction, and the success of branch operations.

Why This Role Is Different

This is more than a traditional service or administrative position. You'll play a critical role in supporting field operations, customer success, equipment service, rental programs, and branch performance. Every day offers the opportunity to solve problems, build customer relationships, and help deliver solutions that keep essential operations running.

What You'll Be Doing

Customer Support & Service Coordination

• Serve as the primary point of contact for inbound customer calls, emails, online inquiries, and walk-in visits.
• Provide exceptional customer service by addressing questions, resolving issues, and coordinating appropriate support resources.
• Generate rental quotations, process customer orders, and facilitate equipment and service requests.
• Answer routine and complex product inquiries, escalating technical or sales-related concerns when appropriate.
• Coordinate equipment deliveries, pickups, and logistics while ensuring adherence to customer agreements and freight terms.
• Schedule product returns, prepare customer-facing documentation, and ensure accurate transaction processing.

Service Operations Support

• Assist Service Shop Technicians by preparing work orders and ensuring required parts and materials are available for repairs.
• Support troubleshooting efforts involving mechanical and electrical equipment both in the shop and at customer locations.
• Ensure all service activities, labor transactions, and parts usage are accurately documented within service systems.
• Verify technician certifications, safety credentials, and training compliance prior to field service execution.
• Maintain accurate service records, process documentation, and workflow procedures.

Contracts, Billing & Administrative Excellence

• Manage contract renewals, maintenance updates, purchase order changes, and customer account modifications.
• Support contract auto-renewals and identify opportunities for service or rental program expansions.
• Obtain and maintain customer payment information to support timely service processing.
• Ensure accurate timekeeping, billing, invoicing, and project cost documentation.
• Assist with customer issue resolution by coordinating with branch leadership, service teams, and sales personnel.
• Support branch reporting and performance metric tracking activities.

Branch & Operational Support

• Contribute to the daily organization, maintenance, and effectiveness of branch operations.
• Collaborate with branch management and cross-functional teams to ensure customer commitments are fulfilled on schedule.
• Identify process improvement opportunities and assist with documentation of operational workflows.
• Support a culture of accountability, continuous improvement, and exceptional customer service.

What We're Looking For

Required Qualifications

• High School Diploma or equivalent and at least 2 years of relevant experience; or
• Bachelor's degree with demonstrated capability in a related field.
• Strong customer service and administrative support experience.
• Computer proficiency, including Microsoft Office applications.
• Demonstrated troubleshooting and problem-solving skills.
• Basic knowledge of electrical circuits, mechanical systems, or equipment diagnostics.
• Strong organizational skills and attention to detail.

Preferred Qualifications

• Experience in light construction, industrial equipment, rental operations, service environments, or related industries.
• Experience working with contracts, billing, invoicing, or service administration.
• Familiarity with ERP systems an