About this Technical Support Engineer role at 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.
THE ROLE: The Technical Support Engineer will be responsible for providing AMI/AMR software/hardware and technical support for three main utility markets.
CORE RESPONSIBILITIES:
- Perform software/hardware phone support and on-site support (on as needed basis), on AMR/AMI systems.
- Primary functions include telephone support of these products with a thorough understanding of our commitment to response times, call escalation procedures, and customer satisfaction.
- Participate in the day-to-day operations of handling Technical Service requests from Sales, Distributors, PM, and external customers using AMR/AMI systems with the expectancy of a minimum of 8 to 10 support calls a day.
- Resolve the customer's issues via their past experience, their current working knowledge, or by using the knowledge management tool within Salesforce.
- Provide excellent customer to the customers
- Additional duties and responsibilities may be required based on organization needs
- The position requires travel up to 10% of the time for any project support, field support issues, or internal training
- Participation in Xylem Watermark volunteer activities
QUALIFICATIONS:
- Bachelor of Science Degree in computer science, network administration or electrical engineering; or equivalent experience is desirable
- This position requires experience with some or all of the following: Intermediate UNIX/Linux command line, MySQL, SQL and basic SQL commands, as well as network troubleshooting.
- Must be flexible to work the non-standard hours Monday thru Friday and will have a rotating on-call schedule. Excellent verbal and communications skills required for phone support of software/hardware products.
- This position requires a self-starter and someone who takes the initiative on issues with minimal supervision.
- Ability to work collaboratively within a team environment of engineers to meet aggressive goals and high quality standards
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.
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). Proud to be an Equal Employment Opportunity (including disability and veterans) and Affirmative Action workplace, Xylem fosters an inclusive environment free from discrimination or harassment.
Please note that the information in this job description outlines the general nature of the position and is not an exhaustive list of duties. Xylem is dedicated to providing reasonable accommodations to enable all employees to perform their essential job functions. We reserve the right to modify this job description and assign additional duties as needed. Embrace the opportunity to be part of Xylem's transformative journey in shaping the future of water technology! #XylemCareers #GlobalImpact #WaterInnovation
