Service Coordinator

Xylem•Charlotte, NC

13d•$26 - $30

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. 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.

Requirements

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.

Nice To Haves

Experience in Salesforce and ServiceMax is a plus.
Green Belt Certification Preferred (or willingness to acquire).

Responsibilities

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.