Service Manager

Xylem; Orlando (FL); On-site; USD 85,000 - 125,000; Full time

Job summary

Xylem, a Fortune 500 global water solutions company, is seeking a hands-on Service Manager to lead our Orlando Service Center. You will own the service operation’s people, performance, and profitability, directing a skilled technician team and driving customer satisfaction while supporting growth and operational excellence.

You will recruit, onboard, plan workforce needs, manage performance, and push continuous improvement initiatives to deliver safe, reliable, and high-quality service across

Qualifications

• Leadership experience and ability to coach a team.
• Proven track record in operations and service delivery.
• Strong budgeting, KPI, and productivity oversight.

Responsibilities

• Lead a high-performing service team with accountability and development.
• Oversee day-to-day service operations for safety, efficiency and profitability.
• Drive scheduling, resource allocation, and field execution.
• Manage service orders, backlog, inventory, and assets.
• Lead continuous improvement to enhance productivity and customer experience.
• Own P&L for the service center and monitor KPI targets.
• Collaborate with Sales and Operations to grow service opportunities.
• Ensure exceptional customer experiences and issue resolution.

Skills

Leadership

Communication

Planning

Budget Management

Customer Focus

Problem Solving

Education

Bachelor's degree or equivalent

Tools

SAP

Oracle

Workday

Job description

Xylem is a Fortune 500 global water solutions company dedicated to advancing sustainable impact and empowering the people who make water work everyday. 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

We're looking for a hands-on, results-driven Service Manager to lead our Orlando Service Center and play a key role in delivering exceptional service experiences for our customers.

This is more than a service leadership role. As Service Manager, you'll have ownership of the service operation's people, performance, and profitability. You'll lead a team of skilled technicians, drive customer satisfaction, support business growth, and influence operational excellence across the branch. If you're a strong operational leader who enjoys developing teams, improving processes, and delivering measurable business results, we'd love to hear from you.

What You'll Do:

Lead a High-Performing Service Team

Inspire, coach, and develop a team of Service Technicians through strong leadership, accountability, and employee engagement.

Foster a culture focused on safety, collaboration, continuous improvement, and customer success.

Support recruiting, onboarding, workforce planning, succession planning, and employee retention initiatives.

Provide ongoing performance management, feedback, and career development opportunities.

Drive Operational Excellence

Oversee day-to-day service operations to ensure work is executed safely, efficiently, and profitably.

Optimize technician utilization, scheduling, resource allocation, and field execution.

Monitor service order management, backlog, inventory, fleet utilization, tools, and operational assets.

Lead continuous improvement initiatives that enhance productivity, efficiency, and customer experience.

Own Financial Performance

Manage the service center P&L and drive achievement of revenue, gross margin, utilization, productivity, and profitability targets.

Monitor key performance indicators and take proactive action to improve business results.

Support forecasting activities and maintain visibility into workload planning, labor requirements, and future resource needs.

Manage departmental expenses and contribute to overall branch financial success.

Partner to Grow the Business

Collaborate closely with Sales, Operations, and Regional Leadership teams to identify and capture new service, aftermarket, rental, and capital project opportunities.

Drive lead generation activities and support commercial growth initiatives.

Expand customer relationships, improve retention, and increase service penetration within existing accounts.

Ensure successful execution of customer projects from planning through completion.

Deliver Exceptional Customer Experience

Build strong partnerships with customers, vendors, and internal stakeholders.

Proactively address customer concerns and ensure timely resolution of issues.

Maintain a relentless focus on delivering safe, reliable, and high-quality service.

What You'll Bring:

• 5 + years of experience in service, field operations, maintenance, technical services, or related industrial environments.
• 2-3+ years of direct leadership experience managing technicians, field service teams, or operational personnel.
• Demonstrated success leading teams and driving operational performance.
• Strong business acumen with experience managing budgets, KPIs, productivity, and profitability.
• Excellent communication, coaching, and conflict resolution skills.
• Effective planning, organization, and workforce management abilities.
• Valid driver's license and ability to obtain required customer site clearances when needed.

Preferred Qualifications

• Bachelor's degree or equivalent combination of military, technical, or industry experience.
• Experience within water, wastewater, industrial, municipal, utilities, manufacturing, or related industries.
• Experience managing service operations, field teams, scheduling, workforce planning, and customer-facing operations.
• Familiarity with ERP and business systems such as SAP, Oracle, Workday, or similar platforms.

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