Technical Support Customer Service Analyst

sensus; Town of Seneca Falls (NY); On-site; USD 40,000 - 70,000; Full time

Job summary

An established industry player is seeking a Technical Customer Service Analyst to join their team in Seneca Falls. In this vital role, you will be the first point of contact for customers, providing expert support on technical inquiries related to pumps and parts. You'll work in a collaborative environment, ensuring customer satisfaction through effective communication and problem-solving. This position offers an exciting opportunity to contribute to a company dedicated to addressing global water challenges while fostering your professional growth in a supportive setting. If you thrive in a fast-paced environment and are passionate about customer service, this role is perfect for you.

Qualifications

• BA or BS 4-year degree required.
• 2-4 years of customer service experience preferred.

Responsibilities

• Act as primary contact for customers and sales for pumps/parts business.
• Provide technical support and process customer inquiries efficiently.

Skills

Customer Service

Technical Troubleshooting

Excel

Communication Skills

Teamwork

Education

Bachelor's Degree

Tools

MS Office

Salesforce.com

SAP or ERP Systems

Job description

Xylem (XYL) is a leading global water technology company committed to developing innovative technology solutions to the world’s water challenges. The Company’s products and services move, treat, analyze, monitor and return water to the environment in public utility, industrial, residential and commercial building services settings. Xylem also provides a leading portfolio of smart metering, network technologies and advanced infrastructure analytics solutions for water, electric and gas utilities. The Company’s more than 16,500 employees bring broad applications expertise with a strong focus on identifying comprehensive, sustainable solutions. Headquartered in Rye Brook, New York with 2017 revenue of $4.7 billion, Xylem does business in more than 150 countries through a number of market-leading product brands.

The name Xylem is derived from classical Greek and is the tissue that transports water in plants, highlighting the engineering efficiency of our water-centric business by linking it with the best water transportation of all – that which occurs in nature. For more information, please visit us at www.xylem.com. Goulds Water Technology, a Xylem brand, seeks to hire a Technical Customer Service Analyst to support our customers. The TCSA will interface with customers to handle inquiries on products and orders, coordinate order management with internal departments and provide general assistance to the Sales organization. This role will be based out of the Seneca Falls, NY office.

THE ROLE: Primary contact for customers and sales for pumps/parts business. This position is accountable for answering Tier I & II technical calls and providing interface with external customers, Sales and Operations. The Tech CSA provides superior customer service and adds value to our products by functioning as the first line of contact for our pumps & parts business through quotations, follow-up, and expediting processes. This position is essential for the business to develop a close supportive relationship between customers, Product Managers, Sales Force and our Engineering Department.

ESSENTIAL FUNCTIONS:

• Accurate processing of New Part Loads
• Handle customer referrals in a professional manner.
• Understand our catalog and products such as residential, commercial and industrial water systems
• Troubleshoot water pumps and peripheral product related issues
• Proficient use and understanding of Excel, engineering drawings and sizing/selection software
• Customer Service interaction towards end users, distributors and salesmen, assisting them to better understand our product lines
• Phone etiquette
• Handle and process customer inquiries and determine requirements to resolve them.
• Determine Tier 1 and 2 technical resolution for troubleshooting and quotations
• Prepare quotes including product selections, price and lead-time.
• DELIVER RESULTS. A CSA possesses the ability to build collaborative relationships with customers, team members and other departments to consistently meet customer needs and concerns. They stay focused, achieve goals and are motivated by timely outcomes.
• BUILD THROUGH TEAMWORK. A CSA acts as liaison between the customer and the facility. The CSR establishes good interpersonal relationships to further effective communication with other departments and deliver results quickly and satisfactorily.
• LEAD WITH CHARACTER. A CSA leads by example and is always honest, credible and trustworthy. They keep their word and follow through on commitments.
• INSPIRE COMMITMENT. The CSA is a facilitator who is able to motivate others toward common goals. They help people feel valued, appreciated and included, and in the process, gain the commitment of others.
• The CSA provides appropriate training and guidance to team members where necessary. They are continually learning and working toward self-improvement. They are unafraid to drive changes that ensure improvements to work tasks.

MINIMUM QUALIFICATIONS:

• BA or BS 4 year Degree
• Network software capable: MS office, Outlook, selection tools
• Effective verbal/written communication skills
• Comfortable in a fast-paced environment, welcoming change and growth
• Ability to process a high volume of transactions with proficiency, accuracy and integrity
• Strong commitment to working with a team, providing excellent customer service and maintaining professionalism

PREFERRED QUALIFICATIONS:

• 2-4 years of Customer Service experience
• Knowledge of business operating systems i.e. SAP or ERP systems
• 2 years of experience in a B2B technical product line
• Experience working with Salesforce.com, Microsoft Dynamics is a plus
• Experience with Sales Objectives

PHYSICAL DEMANDS:

• Light lifting (20-25 lbs.), office environment
• Regularly required to sit or stand, reach, bend and move about the facility

WORK ENVIRONMENT:

• Office: Standard office equipment; work usually performed in an office setting free from any disagreeable elements.
• Standard weekly job hours: 40 hours
• Travel: 10% or less

EOE/FEMALES/MINORITIES/PROTECTED VETERANS/DISABLED