Service Coordinator

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.

Job Summary:

The Service Coordinator will be responsible for prioritizing, coordinating, planning, and committing resources that enables Xylem to effectively execute all Aftermarket repair, warranty, preventative maintenance, and service contract activities to meet all timelines and requirements. Must be passionate about providing legendary customer service and have outstanding communication skills for effective collaboration with Territory Managers, Inside Sales, Service team members, and customers.

CORE RESPONSIBILITIES:  To perform the job successfully, an individual must be able to perform each essential duty satisfactorily.   

• Proactively communicates with customers, contractors, and Xylem colleagues to ensure that all parties are in alignment on delivery of service activities.

• Collaborate and manage customer communications (requests, complaints, observations, etc.) with the appropriate Xylem internal teams to bring timely resolution to Customer issues.

• Supports quotation, Purchase Order receipt, and order entry, and customer scheduling, and coordination of execution for repair, warranty, and service contract services and associated parts.

• Providing internal customer support for the Treatment groups through service contract order entry in ERP and CRM business systems, back-office review of the completed work orders completed by the Service Technicians.

• Involved with warranty/emergency parts orders for customers and Field Service Technicians.

• Processing invoices for all approved Service-related orders, credits, and returns.

• New customer setup and limited direct purchasing from 3rd party suppliers.

• Coordination of customer product recycling program.

• ServiceMax user and support for our ServiceMax platform.

• Maintains schedule and identifies opportunities for Field Service to perform value added visits to customers near the existing assigned work.

• Develop, track and report metrics impacting quality, delivery, inventory, productivity, cost, and safety. Examples include schedule on time compliance, labor utilization, expense, first call resolution, warranty impact, customer satisfaction & loyalty, quality item resolution timing, etc.

• Responsible for examining existing scheduling, warranty, and quality processes and recommending improvements.

• Additional duties and responsibilities may be required based on organization needs.

QUALIFICATIONS:

• High School Diploma or equivalent

• 3+ years of experience in a field services organization, dispatching, service scheduling, order entry, or similar role

• Experience with an ERP system - Service Max or SAP preferred

• Strong internal & external customer focus.

• Timeliness, commitment to customer, and a driving sense of urgency.

• Strong organizational and multitasking skills.

• Excellent communication skills both written and verbal.

• Must be proficient in Microsoft Office Suite (Outlook, Word, PowerPoint, Excel).

• Must have experience in CRM and Service Management platforms.  Experience in Salesforce and ServiceMax is a plus.

• Green Belt Certification Preferred (or willingness to acquire).

WHAT WE CAN OFFER YOU:

Our Total Rewards Program goes far beyond base compensation by providing a more fulfilling work experience and offering a competitive benefits program, including:

• Generous PTO package and paid holidays

• Generous retirement savings plan

• Customizable health, dental and vision insurance (eligible on first date)

• Career progression plans

• Reward and recognition programs

• Paid parental leave

• Tuition Reimbursement

• Company Wellness Program

• Employee Discount Program

The estimated pay range for this position is $26/hr. to $30/hr.. Starting pay is dependent on multiple factors, such as skills, experience, and work location. At Xylem, we offer a competitive compensation package with a generous benefits package, including Medical, Dental, and Vision plans, 401(k) with company contribution, paid time off, paid parental leave, and tuition reimbursement.

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