Service Center Specialist - Jacksonville, United States - Xylem

Description

We're Hiring for a Service Center Specialist

If you are excited and passionate about helping #LetsSolveWater, consider joining our team today Xylem, Inc. is a leading global water technology company servicing more than 150 countries and is dedicated to solving the world's most challenging water issues. We are looking for individuals to join our mission by exceeding customer expectations through smart sustainable solutions. At Xylem, you will have the opportunity to solve water by participating in our paid Volunteer Program, Xylem Watermark

THE ROLE: The Service Center Specialist will be responsible for performing standard and non-routine mechanical and/or electrical service duties (troubleshooting and repairing of equipment and other products) on the phone, in the shop and at field locations. In this role, the incumbent will also perform other duties related to the running and maintenance of the shop, sales and branch operations ensuring that customer contracts, billing, invoicing and issues of any administrative nature are resolved in a timely fashion. This role can support various business units and is critical to ensure proper documentation, payment and resolution of customer issues. 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.

• Manage inbound phone calls, online inquires and customer walk-ins

• Able to perform routine tasks related to the process that they support

• Strong collaboration with customers and branch staff on dealing with issues

• Process customer requests such as rental quote generation and order placement over the phone, in person or via e-mail

• Ability to document tasks in process flows

• Answer standard or non-routine product questions and direct questions to appropriate service or sales personnel when necessary

• Enter orders and arrange delivery to all sites and locations per the individual agreement including an understanding of the agreement of freight terms

• May be required to handle contract renewals and contract maintenance or changes of simple configuration or change of purchase order

• Reviews autorenewals of contracts and supports contract additions identified by branch staff

• Complete equipment and rental processes in tool and schedule product pick-up and prepare paperwork for customer sign off

• Support Service Shop Technicians in completing work orders and pulling necessary parts for product repair

• Supports branch staff in compiling metrics

• Assists branch manager and service staff ensuring customer requests are completed in a timely manner

• Ensure correct time entries and appropriate billing is maintained for projects and service engagements

• Obtain and updates forms of payment to process for service orders from customers

• Ensures all service operations and part numbers are added to service orders

• Ensures on site tech safety credentials or current training in place

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

• Take care of internal and external customer needs and expectations

• Demonstrates high impact culture through innovation, accountability and empowerment

• Must be able to function in a team environment; usually works with direct supervision but can work independently

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

Travel Requirements:

• < 5%

Driving Requirements:

• Must have a clean driving record

QUALIFICATIONS:

Education & Experience Requirements:

• High school diploma or equivalent plus 2 years of applicable work experience or Bachelor's degree with demonstrated capability in comparable work

• Light construction experience preferred

• Forklift certification preferred.

• Computer proficiency to include Microsoft Suite and math skills

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

Skill Requirements:

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

• Able to executive tasks medium levels of autonomy; limited guidance required for complex tasks

• Able to collaborate with other disciplines

• Ability to understand concepts in execution and strong organization skills

• Understanding of general business concepts

• Strong communication skills

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

• Fluency in relevant ERP systems

• Basic understanding of typical IT business tools

• Basic understanding of Field Service and CRM application like MS Field Service or MS CRM

DAY IN THE LIFE:

Physical Demands:

• Heavy lifting of up to 50 pounds.
• Regularly required to sit or stand, reach, bend and move about the facility or customer job site.
• Regularly required to listen, talk to, and see employees and customers on a daily basis
• General office environment and use of phone and computer equipment.
• Travel as required to fulfill the duties listed above or as required by the Company.
• Standard weekly job hours: 40 hours

SALARY:

The estimated salary range for this position is $25.00/Hr. to $29.00/Hr. 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.

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.

Join the global Xylem team today Xylem is a team creating advanced technology solutions to the world's water challenges through developing new technologies and services that will improve the way water is used, conserved, and re-used in the future is central to our work. Our 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 analytics solutions for water, electric and gas utilities.

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.