Customer Support and Field Technician

About the role

Xylem Services USA LLC’s Middletown, CT office seeks a Customer Support and Field Technician to respond to customer telephone or email inquiries for technical support about HYPACK software and related hydrographic surveying equipment. The role also includes evaluating and testing equipment and technology to be sold in the Latin America region, presenting new development ideas for solutions in dredges, new equipment integrations, and new hardware, preparing and submitting field service reports, serving as the subject matter expert and product manager for new hardware system developments, and managing user support requests.

Responsibilities

• Troubleshooting and resolving customer support inquiries
• Documenting customer cases, product complaints, and software issues
• Authoring knowledge articles to be shared with the customer base through newsletter or other clients’ social media
• Providing after-hours support to assist with customer inquiries

Requirements

• Educating customers about HYPACK software package
• Industry or government experience in hydrographic surveying
• Providing technical support to HYPACK software customers and end users
• Operating and troubleshooting equipment and sensors used by customers
• Developing HYPACK user manual and video tutorials
• Testing and integrating with hydrographic and dredging equipment
• Managing user support requests using Kayako, software bugs and order workflows using Jira, proposing new development ideas using Aha, and communicating with the developers Confluence

Qualifications

• Bachelor’s degree (or foreign equivalent degree) in Engineering (any), Project Management, or a related field
• Two (2) years of related work experience as a Telecommunications Engineering Specialist or a related occupation
• Two (2) years of experience with/in:
• educating customers about HYPACK software package
• Industry or government experience in hydrographic surveying
• Providing technical support to HYPACK software customers and end users
• Operating and troubleshooting equipment and sensors used by customers
• Developing HYPACK user manual and video tutorials
• Testing and integrating with hydrographic and dredging equipment
• managing user support requests using Kayako, software bugs and order workflows using Jira, proposing new development ideas using Aha, and communicating with the developers Confluence

Skills

• Technical proficiency with HYPACK software and related hydrographic surveying equipment
• Excellent communication and problem-solving skills
• Ability to manage multiple tasks and projects simultaneously
• Strong organizational and time management skills

Benefits

• Up to 20% domestic and/or international travel required

Pay

• Competitive salary based on experience and qualifications

Schedule

• Telecommuting permitted on a hybrid schedule as determined by the employer

Application

To apply, please visit: https://www.xylem.com/en-us/careers/

Join the global Xylem team

Be a part of innovative technology solutions transforming water usage, conservation, and re-use. 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. At Xylem, you'll not only contribute to solving water issues but also have the chance to make a difference through our paid Volunteer Program, Xylem Watermark. We prioritize our employees' well-being through inclusion and belonging as well as our Employee Resource Groups (ERG).

About Xylem

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.