Service Center Specialist

🔧 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.

🛠 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 and service management software.

• Knowledge of CRM and Field Service platforms such as Microsoft Dynamics CRM or Microsoft Field Service.

✅ Additional Requirements

• Ability to work effectively both independently and within a team environment.

• Ability to manage multiple priorities in a fast-paced service environment.

• Strong verbal and written communication skills.

• Understanding of general business and operational concepts.

• Travel requirement: Less than 5%.

💰 What We Offer

• Competitive compensation and benefits

• Career development and growth opportunities

• Exposure to technical, operational, and customer-facing business functions

• Collaborative team environment focused on innovation and continuous improvement

• The opportunity to help solve critical water and infrastructure challenges 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 Affirmative Action workplace, Xylem fosters an inclusive environment free from discrimination or harassment. 

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