Engineer Technician

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 Responsibilities:

Utilizing problem solving skills. Provide direction to customers (internal and external) via phone email and digital tools to resolve customer inquiries and complaints on Hemodialysis Medical Water Systems.

Research customer issues using appropriate and approved resources to provide timely resolutions.

Escalate customer priority issues as needed. Utilize intercompany resources including Field Service Engineering Customer Care and Quality Management.

Document customer product inquiries and complaints into the Quality Management system.

Enter Customer Return Material Authorizations and arrange replacement material orders with Customer Care utilizing CRM system.

Ability to manage multiple customer calls and efficiently meet customers needs thru good time management (Prioritization) and organization.

Experience/Requirements:

• Education: Apprentice level; 2 year associate degree preferred and or/working on BS/BA degree; or 7 years of working experience substitute degree.
• Bilingual in Spanish is preferred.
• Experience: 0-5 years experience in a technical support environment
• Dialysis clinic experience is a plus
• Support On-Call rotation for afterhours technical support.

Behavior Expectations: Create and maintain safe working environment and culture within the organization. Be able to function in a team environment by providing and receiving support as needed.

Supervision or Autonomy: Works under direct supervision.

Travel: 10%

Deliverables:

• Customer satisfaction - measured using internal 5-Star survey program and company Net Promoter Score (NPS) surveys
• Maintain team performance metrics

• SLA >90%
• Call abandoned rate <5%
• Speed to answer <30 sec

Technical Skills

• Fluent with current MS 365 apps
• Complete equipment specific technical trainings within first 6 months.
• Superior Critical Thinking and problem solving skills
• Superior communication and listening skills including good EQ skills to manage stressed customers

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.