Senior Customer Support Specialist

2 months ago

Auburn, United States Xylem Full time

Join Xylem in the global mission to #LetsSolveWater 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. Description Xylem (XYL) is a leading global water technology company committed to developing innovative technology solutions to the world’s water challenges. The Company’s products and services move, treat, analyze, monitor and return water to the environment in public utility, industrial, residential and commercial building services settings. Xylem also provides a leading portfolio of smart metering, network technologies and advanced infrastructure analytics solutions for water, electric and gas utilities. The Company’s more than 16,500 employees bring broad applications expertise with a strong focus on identifying comprehensive, sustainable solutions. Headquartered in Rye Brook, New York with 2017 revenue of $4.7 billion, Xylem does business in more than 150 countries through a number of market-leading product brands. The name Xylem is derived from classical Greek and is the tissue that transports water in plants, highlighting the engineering efficiency of our water-centric business by linking it with the best water transportation of all – that which occurs in nature. For more information, please visit us at www.xylem.com. The Role: Xylem seeks to hire a Senior Customer Support Specialist. This role will be an acting liaison with field representatives on warranty and freight damage and loss opportunities and communicates the returns process with vendors, customers, and employees involved in the returns process. The ideal candidate facilitates complaints, credits, returns, and replacements. Analyzes field failure trends and reports metrics to top management, triggers corrective action process in conjunction with Quality Assurance. They will be responsible for assisting callers on our primary line and other Customer Service responsibilities as assigned. Essential Functions: Responsible for informing field representatives and council of any service related changes. Coordinate warranty claim support communication between Xylem operations and the field with regards to Xylem products. Provide warranty/service related field service support to local Representatives, contractors. Confirm if labor claims performed by vendors are warranty or non-warranty. Authorize payment as appropriate. Advise product line managers and marketing managers of any failure trends. Satisfies customer complaints in order to keep customers and to avoid law suits Support investigations and review damage and lost claims reports regarding Xylem product as directed thru Xylem Legal Administrator. Facilitate labor and material claims including returns/RMAs, credits, and replacement orders. Support return goods process Assist and route callers Provide customer communication support on order related activities Undertake other assignments as directed by the Customer Support Management team. Key Relationships: •External: Field Representatives, End Users, Distributors •Internal: Quality Engineering, Sustaining Engineering, Manufacturing Engineering, Product Engineering, Customer Service, Return Goods, Purchasing, Product Management, Xylem Legal and Product Safety Groups Minimum Qualifications: • Bachelors Degree • 2 – 5 years work experience in Warranty or Customer Service related positions Preferred Qualifications: •Exceptional communication skills; verbal, written, presentation •Sales and/or Customer service experience a must Physical Demands: (The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.) •Light lifting (20-25 lbs.), office environment •Regularly required to sit or stand, reach, bend and move about the facility •stoop, crouch, kneel reach for and handle items, pick, pinch or otherwise work with the fingers and use the fingertips to perceive attributes of objects such as size, shape and surface finish. Work Environment: (The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.) •Office: Standard office equipment; work usually performed in an office setting free from any disagreeable elements •Standard weekly job hours: 40 hours Job postings will include a wide salary range, with each role's pay falling within that range. The starting salary is based on factors such as skills, experience, location, and market conditions. Xylem does not provide visa sponsorship for this position EOE/Females/Minorities/Protected Veterans/Disabled Relocation Approved No Percent of Travel required No Salary range: $0.00 - $0.00 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 diversity, equity and inclusion 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 embrace diversity and prioritize our employees' well-being through our DE&I initiatives and 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

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