Lead 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 23000 employees operating in over 150 countries Xylem is at the forefront of addressing the worlds most critical water challenges. We invite passionate individuals to join our team dedicated to exceeding customer expectations through innovative and sustainable solutions.

Job Summary:
The Lead Service Center Specialist will be responsible for acting as a team lead for customer experience specialist helping analyze and resolve problems las well as executing the more difficult tasks for contracts customer upgrades customer orders inventory resolution branch scheduling varied and complex mechanical and/or electrical service duties. Lead 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 will also require:

• Ability to resolve customer issues that are unique and consists of multiple variables (technical invoicing billing configurations customer system configurations which may drive manual processes outside of ERP systems)
• Ensure that all stakeholders (such as AR team customer etc. have robust communication around 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 onsite service center support based on service center team needs.
• Serves as partner to service center manager driving key metrics KPIs and finance success of the service center
• Create a highimpact 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 order creation job scoping and billing
• Provides input into process improvements
• Provides innovation to processes that delivers value to the organization
• May lead projects that impact Operations Support function
• Support process audits

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 for area of responsibility up to levels defined in Xylems DOA policy
• Specializing in specific areas of expertise
• Independently arrive at solution to satisfy needs of customer in alignment with our policies

Travel Requirements

• Some travel required 12x/month on average)
• May travel anywhere in NE
• Company vehicle provided

Education & Experience Requirements:

• High school diploma or equivalent plus 7 years of applicable work experience or Bachelors degree with 5 years of applicable work experience
• Construction experience required
• Expert computer skills to include Microsoft Suite and math skills
• Demonstrated ability to troubleshoot logical processes and basic knowledge of circuit testing Skill

Requirements:

• Intradepartmental communication for 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 broader organizational impact and strong organization 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 cuttingedge tools like Data Analytics)
• Fluency in a Field Service and CRM application like MS Field Service or MS CRM

**Job postings will include a wide salary range with each roles pay falling within that range. The starting salary is based on factors such as skills experience location and market conditions**

Salary range:

Join the global Xylem team to be a part of innovative technology solutions transforming water usage conservation and reuse. 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.