Customer Support and Field Technician

Xylem•Middletown, CT

1d•Hybrid

About The Position

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. Duties also include: (i) troubleshooting and resolving customer support inquiries; (ii) documenting customer cases, product complaints, and software issues; (iii) authoring knowledge articles to be shared with the customer base through newsletter or other clients’ social media; (iv) providing after-hours support to assist with customer inquiries. Evaluate and test the equipment and technology to be sold in the Latin America region. Present new development ideas for solutions in dredges, new equipment integrations and new hardware. Prepare and submit accurate and timely field service reports. Serve as the subject matter expert and product manager for new hardware system developments. Telecommuting permitted on a hybrid schedule as determined by the employer. 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.

Requirements

Bachelor’s degree (or foreign equivalent degree) in Engineering (any), Project Management, or a related field or a related field plus 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.
Two (2) years of experience with/in: Industry or government experience in hydrographic surveying.
Two (2) years of experience with/in: Providing technical support to HYPACK software customers and end users.
Two (2) years of experience with/in: operating and troubleshooting equipment and sensors used by customers.
Two (2) years of experience with/in: developing HYPACK user manual and video tutorials.
Two (2) years of experience with/in: 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.

Responsibilities

Respond to customer telephone or email inquiries for technical support about HYPACK software and related hydrographic surveying equipment.
Troubleshoot and resolve customer support inquiries.
Document customer cases, product complaints, and software issues.
Author knowledge articles to be shared with the customer base through newsletter or other clients’ social media.
Provide after-hours support to assist with customer inquiries.
Evaluate and test the equipment and technology to be sold in the Latin America region.
Present new development ideas for solutions in dredges, new equipment integrations and new hardware.
Prepare and submit accurate and timely field service reports.
Serve as the subject matter expert and product manager for new hardware system developments.