Customer Service Analyst

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 23,000 employees operating in over 150 countries, Xylem is at the forefront of addressing the world's 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 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.

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

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.