Lead Service Center Specialist

Xylem•Norfolk, VA

10d•Onsite

About The Position

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 Lead Service Center Technician will be responsible for initiating and executing service activities at service center locations in a safe and efficient manner. The primary responsibility is to oversee and coordinate the service team's daily activities for pump inspections or repairs. You will be a crucial link between the Service Technicians, Customers, and the Service Center Supervisor, ensuring smooth operations, procedural compliance, adherence to schedules, and customer satisfaction. This position plays a crucial role in driving the Service Center's success, ensuring the team operates efficiently while maintaining high-quality standards and a safe working environment.

Requirements

A high school diploma or equivalent is required. An associate or bachelor’s degree is a plus.
3-7 years of technical and leadership experience.
Proven experience in service and repair processes, with specific knowledge of diesel and electric pumps being advantageous.
Familiarity with service and repair processes is desirable.
Excellent organizational and time management skills to effectively prioritize tasks, handle multiple projects simultaneously, and meet production deadlines.
Strong interpersonal skills and the ability to communicate effectively with cross-functional teams (Ops, Parts, Customer Service, and other Branches). The service coordinator should be able to collaborate and coordinate with various departments and stakeholders.
Analytical mindset and problem-solving skills to identify issues, analyze root causes, and implement effective solutions in a dynamic production environment.
Meticulous attention to detail to ensure accuracy in production records, quality control processes, and adherence to specifications.
Proficiency in using service or maintenance software, spreadsheet applications, and other relevant tools for data entry, analysis, and reporting.
Strong leadership and team management skills, with the ability to motivate and guide the service team effectively.
Ability to foster a positive work environment and work effectively as part of a collaborative team.
Skilled at task-shifting with flexibility and adaptability to changing schedules and shifting priorities.
Possess strong analytical skills and overall business acumen knowledge.
Excellent critical and logical thinking skills.
Excellent communication skills (verbal and written); proven ability to communicate effectively cross functionally within the company.
Excellent MS Office skills.
Ability to work off hours and overtime (including weekends) as needed.
Ability to obtain all required customer clearances (TWIC, DISA, etc.)
Ability to obtain DOT Medical card
Clean driving record

Nice To Haves

Experience with Service Management processes, MS Dynamics, and MaintainX is a plus.
Military Leadership experience

Responsibilities

Create and maintain a safe working environment and culture within the organization
Take care of company property
Demonstrate a high-impact culture through innovation, accountability, and empowerment
Must be able to function in a team environment
Usually works with little to no supervision
Works independently and has the ability to lead/coach/guide/motivate
Perform routine inspections, preventative maintenance, and servicing of Godwin fleet equipment.
Lead a team of service technicians.
Assign tasks, provide direction, and monitor their tasks to ensure productivity and efficiency.
Collaborate with customers to schedule and prioritize service and repairs, ensuring timely completion of service requests and on-time delivery for repairs.
Ensure that all service meets the required quality standards.
Implement and enforce quality control procedures to minimize rework and strive for continuous improvement.
Promote a culture of safety.
Train and promote safety protocols, and ensure compliance with all relevant safety guidelines and regulations.
Identify areas for process optimization and efficiency gains.
Propose improvements to enhance service and maintenance output, reduce waste, and optimize resource utilization.
Assess team members' skill levels and identify training needs to enhance the team's capabilities and ensure a well-trained workforce.
Address maintenance or equipment issues and challenges promptly.
Work with the Service Center Supervisor to resolve equipment breakdowns and technical issues, minimizing downtime.
Keep accurate records of service metrics, including output, downtime, and efficiency.
Generate regular reports for management to track progress and identify areas of improvement.
Review reports provided by management.