Service Center Specialist

Xylem•Kent, WA

About The Position

The Service Center Specialist will be responsible for performing standard and non-routine mechanical and/or electrical service duties (troubleshooting and repairing of equipment and other products) on the phone, in the shop and at field locations. In this role, the incumbent will also perform other duties related to the running and maintenance of the shop, sales and branch operations ensuring that customer contracts, billing, invoicing and issues of any administrative nature are resolved in a timely fashion. This role can support various business units and is critical to ensure proper documentation, payment and resolution of customer issues.

Requirements

Less than 5% Driving Requirements: N/A
High school diploma or equivalent plus 2 years of applicable work experience or Bachelor’s degree with demonstrated capability in comparable work
Light construction experience preferred
Computer proficiency to include Microsoft Suite and math skills
Demonstrated ability to troubleshoot logical processes and basic knowledge of circuit testing
Intra-departmental communication for purpose of alignment/ information sharing
Able to execute tasks medium levels of autonomy; limited guidance required for complex tasks
Able to collaborate with other disciplines
Ability to understand concepts in execution and strong organization skills
Understanding of general business concepts
Strong communication skills
Solid User of standard Microsoft Office applications (Outlook, Word, Excel, PowerPoint)
Fluency in relevant ERP systems
Basic understanding of typical IT business tools
Basic understanding of Field Service and CRM application like MS Field Service or MS CRM

Nice To Haves

Continuous Professional Development: Professionals should be committed to lifelong learning, seeking out opportunities for self-improvement, and staying abreast of industry trends and best practices.
Collaboration and Teamwork: Effective professionals understand the value of collaboration. They work well with others, contribute to team goals, and understand that diverse perspectives can lead to better solutions.
Results Driven Performance: High performing professionals focus on delivering results. They set high standards for their own performance and are committed to achieving objectives efficiently and effectively.

Responsibilities

Manage inbound phone calls, online inquires and customer walk-ins
Able to perform routine tasks related to the process that they support
Strong collaboration with customers and branch staff on dealing with issues
Process customer requests such as rental quote generation and order placement over the phone, in person or via e-mail
Ability to document tasks in process flows
Answer standard or non-routine product questions and direct questions to appropriate service or sales personnel when necessary
Enter orders and arrange delivery to all sites and locations per the individual agreement including an understanding of the agreement of freight terms
May be required to handle contract renewals and contract maintenance or changes of simple configuration or change of purchase order
Reviews autorenewals of contracts and supports contract additions identified by branch staff
Complete equipment and rental processes in tool and schedule product pick-up and prepare paperwork for customer sign off
Support Service Shop Technicians in completing work orders and pulling necessary parts for product repair
Supports branch staff in compiling metrics
Assists branch manager and service staff ensuring customer requests are completed in a timely manner
Ensure correct time entries and appropriate billing is maintained for projects and service engagements
Obtain and updates forms of payment to process for service orders from customers
Ensures all service operations and part numbers are added to service orders
Ensures on site tech safety credentials or current training in place
Create and maintain safe working environment and culture within the organization
Take care of internal and external customer needs and expectations
Demonstrates high impact culture through innovation, accountability and empowerment
Must be able to function in a team environment; usually works with direct supervision but can work independently
Task execution for area of responsibility up to levels defined in Xylem’s DOA policy