Technical Customer Service Analyst
Technical Customer Service Analyst
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Job Description
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.
Essential Duties/Principal Responsibilities:
Regularly partner with Order Entry Warranty Sales Product Management Sustaining Engineering and other internal teams to accomplish company objectives on a daily basis through verbal and written communication.
Identify Customer Needs: Work closely with outside sales internal colleagues distributors and others to develop understanding of the customer request. Partner closely with the requestor in gathering information to better classify the need including level of technical involvement expertise required urgency application customer type etc. Align requestor with proper channel bestsuited to provide the needed solution if nontechnical in nature.
Research/Gather Information: Work closely with internal colleagues subject matter experts and other technical resources to research and gather information including potential solutions and unique application history in order to understand how to meet the requestors need and solve the problem.
Problem Solve: Meet the requestors consulting need or develop viable solution to requestors problem. Typical problem solving could include selection and configuration of pump and peripherals based on application requirements troubleshooting of pumps and related equipment as it pertains to a given application provision of various technical documentation tutelage in the operation of customeravailable product resources and the coordination of information flow amongst Xylem internal teams and external parties. Understands technical questions to ask in order to ensure proper/ adequate information is provided in order to meet pre/postsales needs. Tech maintains full availability during work hours via our Customer Support Hotline and email channels.
Validate and Communicate Solution: Work closely alongside internal colleagues to communicate and validate consulting need has been fulfilled and to offer the proposed solution(s) for external party review and approval. If requestor is not satisfied with outcome the Tech is responsible for further consultation and acts as advocate and advisor to ensure consulting need is met wherever possible.
Procure and Provide Quotation:Procure quotation for special nonstandard items and components from outside vendors to satisfy special requests as needed apply them as supplement to our portfolio product range and present quotation to customer accordingly.
Additional Responsibilities:
Maintain product knowledge through training and seminars
Participate in new initiatives as requested
Assume other duties and responsibilities as required
Required Skills:
Fluent in Microsoft Office Environment technologically savvy
Excellent communication verbal and written
Technical aptitude
Preferred Skills:
Exposure to fundamental hydraulic and electrical concepts
Salary range:
$0.00 $0.00Join 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.
At Xylem youll 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 wellbeing 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 Xylems transformative journey in shaping the future of water technology! #XylemCareers #GlobalImpact #WaterInnovation
Required Experience:
IC
Employment Type
Full-Time
