Technical Support Engineer

Xylem; United States; Remote; USD 65,000 - 85,000; Full time

Benefits offered by this job

Medical plans

Dental plans

Vision plans

401(k) with company contribution

Paid time off

Job summary

Xylem is seeking a Technical Support Engineer to deliver technical assistance via phone and email to customers, sales and service teams. The role involves using product knowledge, troubleshooting, and coordinating with internal teams to resolve issues.

The position emphasizes strong analytical skills, communication, and teamwork, with a competitive benefits package and opportunities for growth across global water technology solutions.

Qualifications

• Bachelor’s degree in Engineering or related field with 2+ years’ experience.
• Strong analytical and problem-solving skills.
• Excellent communication and teamwork abilities via phone and e-mail.

Responsibilities

• Answer customer phone calls and e-mail requests with in-depth technical information on Xylem technologies products and applications.
• Qualify and enter thrive leads and assign to sales teams; maintain up-to-date knowledge of products, market trends and competitors.
• Support customer warranty claims and report problems and information to appropriate personnel.
• Support customers with troubleshooting and water system problem solving.
• Identify spare parts, consumables and spare part numbers; set up parts for ordering.
• Develop cross-reference lists and product support and troubleshooting documentation.
• Draft service bulletins.
• Review customer operating data and remote monitoring data to assist with support.
• Collaborate with cross-functional teams.
• Train and educate team members on new processes or products.

Skills

MS Word

Outlook

Excel

SAP

Analytical skills

Problem-solving

Communication

Teamwork

Education

Bachelor's degree in Engineering or related field

Tools

Data analysis software

Simulation software

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 Role:

The Technical Support Engineer will provide phone, and e-mail technical support to Xylem Water Technologies customers, sales, and service and internal personnel. Using knowledge of Xylem Water Technology products, applications, and general scientific principles, provide timely answers to technical questions and assess customer needs. Provide communication link between customer and appropriate sales and service personnel. Additional responsibilities include processing sales leads and handling customer complaints

Responsibilities:

• Answer customer phone calls and e-mail requests by providing in-depth technical information on Xylem technologies products and applications.
• Qualify and enter thrive leads and assign to sales teams. Maintain up to date knowledge of Xylem Technologies products and applications, market trend and competitive products.
• Support customer warranty claims and report problems and information to appropriate personnel.
• Support customers with troubleshooting, water system problem solving.
• Identify spare parts, consumables and spare part numbers. Setting up spare part for ordering.
• Develop cross reference lists and product support and troubleshooting documentation.
• Draft Service bulletins
• Review of customer operating data and remote monitoring data as needed to assist with customer support.
• Review link to site data as needed to support customers.
• Collaborate with cross functional teams
• Train and educate team members on new processes or products

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.

Qualifications:

• Strong computer skills with knowledge of MS word, outlook, excel, and SAP knowledge.
• A bachelor’s degree in degree in Engineering or a related field with at least 2 years’ experience or equivalent work experience that provides exposure to fundamental theories, principles, and concepts.
• Strong analytical and problem-solving skills.
• Proficiency in data analysis and simulation software.
• Knowledge of chemical process engineering and safety regulations.
• Excellent communication and teamwork abilities both telephone and e-mail responses.
• Excellent organizational skills and ability to handle multiple projects simultaneously.

The estimated salary range for this position is $65k to $85k.Starting pay is dependent on multiple factors, such as skills, experience and work location, and is not typically at the top of the range. At Xylem we offer a competitive compensation package with a generous benefit package, including Medical, Dental, Vision plans, 401(k) with company contribution, paid time off, paid parental leave and tuition reimbursement.

Xylem does not provide visa sponsorship for this position

#LI-NP1

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