Xylem Jobs

Join Xylem in the global mission to #LetsSolveWater! 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.

We’re Hiring for a Lead Service Center Specialist!

THE ROLE: The Lead Service Center Specialist will be responsible for acting as a team lead for the customer experience specialist helping analyze and resolve problems as well as executing the more difficult tasks for rental projects, contracts, customer upgrades, customer orders, inventory resolution, branch scheduling, varied and complex mechanical and/or electrical service duties with Godwin and Flygt rental pumps. The Lead Service Center Specialist will ensure that customer contracts, billing, invoicing, and issues of any administrative nature are resolved in a timely fashion. This role will also:

• Ability to resolve customer issues that are unique and consist of multiple variables (technical, invoicing, billing configurations, and customer system configurations which may drive manual processes outside of ERP systems)

• Ensure that all stakeholders (such as the AR team, customer, etc.) have robust communication around the unique resolution of escalated customer problems

• Suggest and implement enhancements of process, lead user acceptance testing of any system upgrades

• Acts as a team lead for their respective sub-process by providing direction and knowledge around the tasks

• Strong collaboration with internal and external customers

• May require on-site service center support based on service center team and field sales team needs.

• Serves as partner to service center manager, driving key metrics, KPIs, and finance success of the service center

• Create a high-impact culture that drives a sense of urgency that delivers results

• Responsible for ensuring that performance objectives are met by the team

• Performs the most complex tasks related to customer contracts, billing, account maintenance, job scoping, and billing

• Provides input into process improvements

• Provides innovation to processes that deliver value to the organization

• May lead projects that impact the Operations Support function

• Support process audits

We offer a full benefits package to include 4 WEEKS Paid Time Off (PTO) for hourly positions, health, dental, vision, investment savings plan, and other additional miscellaneous benefits.

CORE RESPONSIBILITIES: To perform the job successfully, an individual must be able to perform each essential duty satisfactorily.

• Create and maintain safe working environment and culture within the organization

• Proactively drives resolution of internal and external customer needs and expectations

• Identify and raise awareness towards process gaps to enable efficiency & effectiveness

• Ensure adherence to a set of quality standards and deliver the best possible customer experience

• Challenge the status quo, analyze processes and assess potential to apply innovative enhancements

• Role models high impact culture through innovation, accountability and empowerment

• Must be able to function in a team environment

• Usually works with little to no supervision, works independently, and has the ability to lead/coach/guide/motivate

• Task execution for area of responsibility up to levels defined in Xylem’s DOA policy

• Specializing in specific areas of expertise

• Independently arrive at solution to satisfy the needs of customers in alignment with our policies

Travel Requirements:

• Some travel required

• 5%-20% travel depending on division & location (overnight stays, away from home)

QUALIFICATIONS:

Education & Experience Requirements:

• High school diploma or equivalent plus 7 years of applicable work experience or Bachelor’s degree with 5 years of applicable work experience

• Construction experience required

• Expert computer skills including Microsoft Suite and math skills

• Demonstrated ability to troubleshoot logical processes and basic knowledge of circuit testing

Skill Requirements:

• Intra-departmental communication for the purpose of alignment/information sharing/guidance/leadership

• Able to execute tasks with high levels of autonomy; limited guidance required for complex tasks

• Able to collaborate with other disciplines

• High-level understanding of concepts in execution, broader organizational impact, and strong organizational skills

• Understanding of general business concepts

• Strong communication skills

• Solid user of standard Microsoft Office applications (Outlook, Word, Excel, PowerPoint)

• Strong ERP fluency in relevant systems

• Strong understanding of typical IT business tools; adapt at learning new programs quickly (e.g. homegrown IT solutions but also new cutting-edge tools like Data Analytics)

• Fluency in a Field Service and CRM application like MS Field Service or MS CRM

DAY IN THE LIFE: General office environment and use of computer equipment. (Light Lifting 20-25 pounds) In this role, the working environment is mostly indoors but may frequently be exposed to outdoor weather extremities, use of PPE, exposures to hazardous material, loud noise, etc. and the physical demands may include but not limited to regularly sitting, standing, bending, stooping etc.

At Xylem, we embrace diversity and strive to create avenues where employees feel valued and appreciated through our DE&I initiatives and Employee Resources Groups (ERG). Xylem is proud to be an Equal Employment Opportunity and Affirmative Action workplace. Xylem prohibits discrimination, harassment of any kind and does not discriminate in employment on the basis of race, color, religion, sex or sexual orientation (including pregnancy and gender identity), national origin, political affiliation, marital status, medical conditions or disability, genetic information, age, or other non-merit factors.

We foster a positive, equitable and progressive workforce and are committed to accommodating applicants with disabilities throughout the hiring process. We will work with applicants requesting accommodation at any stage of this process. If you require any accommodation during the application and hiring process, please contact Human Resources, Christy Walsh at Christy.Walsh@xylem.com. Please note that this contact is for accommodation purposes only. Applications will not be accepted via email.

Disclaimer: The information listed within this job description is designed to indicate the general nature of work expected for this position and shall not be viewed as a comprehensive inventory of all duties, responsibilities, and qualifications required in this position. Employees must be able to perform the essential functions of the position satisfactorily and if requested, reasonable accommodations will be made to enable employees with disabilities to perform the essential functions of their job absent undue hardship. Xylem reserves the right to modify this job description or assign other duties to this position as needed.

#LI-JO2

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 diversity, equity and inclusion in driving innovation and allowing us to compete more effectively around the world.