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Full-Time

Technical Customer Service Analyst

Confirmed live in the last 24 hours

Xylem

Xylem

5,001-10,000 employees

Water technology solutions for sustainability

Hardware
Industrial & Manufacturing
Energy

Compensation Overview

$62k - $99kAnnually

Entry, Junior

Auburn, NY, USA

Category
IT Support
IT & Security
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 develops solutions to address global water challenges using smart technology. The company provides hardware like water pumps and treatment systems, as well as software for hydrographic applications, serving clients such as municipalities and industrial businesses. Xylem stands out by combining both hardware and software offerings while focusing on sustainability and long-term contracts. Its goal is to ensure water security and meet the demand for eco-friendly solutions in the water sector.

Company Stage

Seed

Total Funding

$10.2M

Headquarters

Washington, District of Columbia

Founded

2011

Simplify Jobs

Simplify's Take

What believers are saying

  • Significant investments from firms like Jennison Associates LLC and SageView Advisory Group LLC indicate strong market confidence in Xylem's growth potential.
  • Innovative projects like Reuse Brew demonstrate Xylem's leadership in sustainable water management, potentially attracting more eco-conscious clients and partners.
  • Recognition through awards for sustainability excellence enhances Xylem's reputation as a leader in the water technology sector, which can boost employee morale and attract top talent.

What critics are saying

  • The complexity of managing both hardware and software solutions could lead to operational inefficiencies and increased costs.
  • Dependence on long-term contracts with municipalities and industrial clients may expose Xylem to financial risks if these clients face budget cuts or economic downturns.

What makes Xylem unique

  • Xylem's dual focus on both hardware and software solutions, including advanced water pumps and hydrographic software, sets it apart from competitors who may specialize in only one area.
  • The company's commitment to sustainability and innovative projects like Reuse Brew highlight its proactive approach to addressing global water challenges, unlike competitors who may not prioritize eco-friendly solutions.
  • Xylem's long-term contracts with municipalities and industrial clients provide a steady revenue stream, offering financial stability that many competitors lack.

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.