Service Center Specialist

About the role

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 addresses the world’s most critical water challenges. The Service Center Specialist performs standard and non‑routine mechanical and/or electrical service duties (troubleshooting and repairing equipment) on the phone, in the shop, and at field locations, while also handling shop maintenance, sales, and branch operations to ensure customer contracts, billing, invoicing, and administrative issues are resolved promptly.

Responsibilities

• Manage inbound phone calls, online inquiries and customer walk‑ins.
• Perform standard and non‑routine mechanical and/or electrical service duties (troubleshooting and repairing equipment) on the phone, in the shop, and at field locations.
• Process customer requests such as rental quote generation and order placement via phone, in person or e‑mail.
• Document tasks in process flows and enter orders, arranging delivery per agreement, including freight terms.
• Handle contract renewals, maintenance, and simple configuration changes; review autorenewals and support contract additions identified by branch staff.
• Complete equipment and rental processes, schedule product pick‑up, and prepare paperwork for customer sign‑off.
• Support Service Shop Technicians by completing work orders and pulling necessary parts for product repair.
• Assist branch staff in compiling metrics and ensure timely completion of customer requests.
• Maintain correct time entries and appropriate billing for projects and service engagements.
• Obtain and update forms of payment for service orders and ensure all service operations and part numbers are added to service orders.
• Verify on‑site technician safety credentials and current training.
• Create and maintain a safe working environment and culture.
• Address internal and external customer needs and expectations.
• Demonstrate high‑impact culture through innovation, accountability and empowerment.
• Work collaboratively in a team environment, with direct supervision or independently, following Xylem’s DOA policy.

Requirements

• High school diploma or equivalent plus 2 years of applicable work experience, or a Bachelor’s degree with demonstrated capability in comparable work.
• Light construction experience preferred.
• Computer proficiency including Microsoft Office (Outlook, Word, Excel, PowerPoint) and basic math skills.
• Ability to troubleshoot logical processes and basic circuit testing.
• Strong communication skills and ability to collaborate across disciplines.
• Understanding of general business concepts and strong organization skills.
• Experience with ERP systems; familiarity with Field Service and CRM applications such as MS Field Service or MS CRM.
• Ability to execute tasks with medium autonomy; limited guidance required for complex tasks.
• Travel requirement less than 5 %.

High Impact Behaviors

• Continuous Professional Development – commitment to lifelong learning and staying abreast of industry trends.
• Collaboration and Teamwork – work well with others, contribute to team goals, and value diverse perspectives.
• Results‑Driven Performance – set high standards, focus on delivering results efficiently and effectively.

Benefits

• Paid Volunteer Program (Xylem Watermark).
• Employee Resource Groups (ERG) supporting inclusion and belonging.
• Commitment to employee well‑being, an inclusive environment, and reasonable accommodations.