Service Center Specialist

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.

Xylem is looking for a Service Center Specialist to support service center and branch operations.

What your day will look like as a Service Center Specialist

You’ll perform standard and non-routine mechanical and electrical service duties, including troubleshooting and repairing equipment by phone, in the shop, and at field locations. You’ll also support shop maintenance, sales, and branch operations by helping resolve customer contracts, billing, invoicing, and administrative issues in a timely manner. This role may support multiple business units and is important to ensuring accurate documentation, payment, and resolution of customer issues. You’ll work with customers, branch staff, service technicians, and managers.

Core Responsibilities and Tasks

• Manage inbound phone calls, online inquiries, and customer walk-ins.
• Respond to customer requests, including generating rental quotes and placing orders by phone, in person, or by email.
• Answer routine and non-routine product questions, referring customers to service or sales personnel when appropriate.
• Enter orders and arrange deliveries according to customer agreements, including applicable freight terms.
• Support simple contract renewals, maintenance, and changes, including purchase order updates.
• Review contract auto-renewals and support contract additions identified by branch staff.
• Complete equipment rental processes, schedule product pickups, and prepare customer sign-off paperwork.
• Support Service Shop Technicians by completing work orders and pulling parts for repairs.
• Help branch staff compile metrics and ensure customer requests are completed promptly.
• Maintain accurate time entries and billing for projects and service engagements.
• Obtain and update customer payment information for service orders.
• Ensure service operations and part numbers are included on service orders.
• Verify that on-site technicians have current safety credentials and training.
• Document tasks within established process flows.
• Create and maintain a safe working environment and culture.
• Address the needs and expectations of internal and external customers.
• Contribute to a high-impact culture through innovation, accountability, and empowerment.
• Collaborate with customers, branch staff, and other disciplines.
• Carry out responsibilities within the limits of Xylem’s Delegation of Authority (DOA) policy.

Position Requirements

• High school diploma or equivalent and at least 2 years of applicable work experience, or a bachelor’s degree with demonstrated capability in comparable work.
• Light construction experience preferred.
• Computer proficiency, including Microsoft Office, and basic math skills.
• Ability to troubleshoot logical processes and a basic understanding of circuit testing.
• Strong communication, organization, and collaboration skills.
• Ability to understand concepts and general business practices.
• Proficiency with standard Microsoft Office applications, including Outlook, Word, Excel, and PowerPoint.
• Familiarity with ERP systems and typical IT business tools.
• Basic understanding of Field Service and CRM applications, such as Microsoft Field Service or Microsoft CRM.
• Ability to execute tasks with moderate autonomy; limited guidance is expected for complex tasks.

High-Impact Behaviors

• Continuous professional development: Seek opportunities to learn, improve, and stay current with industry trends and best practices.
• Collaboration and teamwork: Work effectively with others, contribute to shared goals, and value diverse perspectives.
• Results-driven performance: Set high standards and deliver objectives efficiently and effectively.

Compensation

The estimated salary range for this position is $25.00 to $29.00 per hour. Starting pay depends on factors such as skills, experience, and work location, and is not typically at the top of the range.

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.