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:

• Provide product application and technical support to OEM Customers and Field Sales representatives
• Review customer requirements and specifications for understanding research product performance data configuration options pricing and lead times using online configuration tools and related systems recommend product configurations to satisfy customer needs
• Prepare and communicate pricing quotations using provided proposal tools
• Provide follow up communication as needed with customers and sales team
• Coordinate the effective processing and resolution of customer RMAs and Product complaints:
  • Record customer complaints and associated details Research order history and product specifications Coordinate with Quality to resolve customer complaint Communicate resolution to customer and provide follow-up as needed
• Participate in weekly OEM Sales Territory and department meetings:
  • Track and report on customer activity trends and metrics information as needed
• Identify opportunities for product sales expansion typically within accessory catalog sales
• Work closely with Director of OEM Sales to better identify market opportunities; outline key markets and customers within given markets.
• Conduct research and market studies to select key products for such given markets including product bundling and pricing strategies

Additional Responsibilities:

• Support development and implementation of tactical marketing initiatives
• Coordinate flow of information between OEM Customers and OEM Engineering on NPI for assigned customer accounts
• Provide product and application knowledge to support Sales and Marketing events
• Participate in industry trade show events to represent products as needed and participate in customer site visits as needed
• Participate in Voice of the Customer interviews as required

Key Competencies:

• Proficiency in Microsoft Suite of Products

• Cross-boundary/cross cultural communication

• Proficiency in PC function and usage

• Understanding of 3D/2D viewers for drawing and models

• Proficiency in use of the internet for research

• Solution design

• Teamwork

• Continuous improvement mindset

• Customer oriented solution mindset

• Technical-problem solving

Key Relationships:

• External: Sales Customers Vendors
• Internal: Operations Quality Logistics Product Management

Qualifications: Education Experience Skills Abilities License/Certification:

Required Qualifications:

• Minimal education & experience essential skills & abilities and required license/certification to perform this job.
• Two year technical degree with equivalent related experience
• 5-7 years in customer support application support or product specialist role
• 1-3 years application support experience dealing with product sizing/configurations
• General industry and product knowledge in the area of one or more of the following markets: Pumps Heat Exchangers HVAC Boilers HVAC Chillers Process Cooling Water Filtration and Purification.
• Strong sense of customer advocacy cross-functional collaboration technical competency and professionalism
• Familiarity with use of ERP and WMS systems product sizing/configuration tools
• Experience reading and interpreting pumps/performance curves valves controls beneficial
• Excellent communication skills
• Ability to interface well with numerous stakeholders both internal and external
• Willing to direct and receive direction from others.
• Must have good multi-tasking skills and be flexible to shifting priorities.

Preferred Qualifications:

• Four year degree Business or Engineering preferred
• Direct experience dealing with application support of pumps and valves
• 1-2 years of relevant industry experience

Additional Information:

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Light lifting (20-25 pounds) office environment
• Moderate physical demand and exposure to shop and field elements
• Regularly required to stand reach bend squat push pull and move about the facility

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Office: Administrative - computer and telephone usage. Microsoft Office and CRM essential. Operation of basic office equipment and machinery
• Factory: Interact with operations in the plant facilities in regards to product issues and needs

Standard weekly job hours: 40 Hours

Travel requirement: As required to fulfill the duties listed above. Nationwide travel Up to 20%.

Other local requirement: Adhere to local facility safety and logistical standards and requirements

Disclaimer: The above information on this description has been designed to indicate the general nature and level of work performed by employees assigned to this position. It shall not be viewed as a comprehensive inventory of all duties responsibilities and qualifications required of employees assigned to this job. Xylem reserves the right to modify this job description or require that other tasks be performed as required by the business or job circumstances. (For example but not limited to personnel changes technical developments business needs etc.).

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 inclusion and belonging in driving innovation and allowing us to compete more effectively around the world.