Full-Time

Technical Customer Service Analyst

Posted on 8/27/2024

Xylem

Xylem

10,001+ employees

Water technology solutions for sustainability

Data & Analytics
Industrial & Manufacturing
Energy

Compensation Overview

$62k - $99kAnnually

Entry, Junior

Auburn, NY, USA

Category
Mechanical Maintenance and Reliability Engineering
Mechanical Engineering
Required Skills
Communications
Customer Service
Requirements
  • Fluent in Microsoft Office Environment, technologically savvy
  • Excellent communication, verbal and written
  • Technical aptitude
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 best-suited to provide the needed solution if non-technical 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 requestor's need and solve the problem.
  • Problem Solve: Meet the requestor's consulting need or develop viable solution to requestor's 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 customer-available 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/post-sales needs. Tech maintains full availability during work hours via our Customer Support Hotline and e-mail 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, non-standard 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.
  • Maintain product knowledge through training and seminars
  • Participate in new initiatives as requested
  • Assume other duties and responsibilities as required

Xylem focuses on developing solutions to tackle global water challenges through smart technology. The company provides a range of products and services aimed at ensuring water security and sustainability. Its offerings include advanced water pumps, treatment systems, and analytical instruments, as well as hydrographic software through its HYPACK brand, which is used by clients worldwide for managing water bodies. Xylem serves various clients, including municipalities, industrial companies, and agricultural businesses, helping them manage water resources efficiently and improve water quality. Unlike many competitors, Xylem combines both hardware and software solutions, allowing for a comprehensive approach to water management. The company's goal is to promote sustainability and address environmental concerns while meeting the increasing demand for eco-friendly water solutions.

Company Stage

IPO

Total Funding

$356.2K

Headquarters

Washington, District of Columbia

Founded

2011

Growth & Insights
Headcount

6 month growth

24%

1 year growth

24%

2 year growth

24%
Simplify Jobs

Simplify's Take

What believers are saying

  • Xylem's acquisition of Idrica enhances its digital water utility market presence.
  • Growing interest in atmospheric water harvesting opens new market opportunities for Xylem.
  • Integration with ElectraMet boosts Xylem's industrial sector position in metals recovery.

What critics are saying

  • Emerging startups using AI and IoT may threaten Xylem's market share.
  • Rising raw material costs could impact Xylem's profit margins.
  • Global semiconductor shortage may delay Xylem's smart system production.

What makes Xylem unique

  • Xylem offers both hardware and software solutions for comprehensive water management.
  • The company focuses on sustainable and eco-friendly water technology innovations.
  • Xylem's HYPACK software is a leader in hydrographic and dredging applications.

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Benefits

Professional Development – To advance the capabilities of our people, we offer a wide variety of experiences to support our employees’ professional growth and continuous learning.

Total Rewards – We offer comprehensive programs for compensation, benefits, recognition, learning and development, work-life integration and corporate citizenship.

Watermark – Watermark is our corporate social responsibility program working to provide education and access to safe water to ensure healthy lives, gender equality, and resilient communities. Employees have the opportunity to learn and volunteer on various water-related projects.

Employee Networks – Our Employee Networks provide a professional, supportive network for employees from diverse backgrounds, including Women’s, LGBT+ and Allies, Veteran’s, People of Color and Allies, Hispanic Origin & Latin Affinity, Emerging Leaders, and Working Parents Networks.

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