Service Center Specialist

Onsite

Wilmington, North Carolina

Full time

R51472

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.

Support Customers. Solve Problems. Keep Critical Operations Running.

The Service Center Specialist plays a vital role in delivering exceptional customer support while ensuring service operations, rental activities, repairs, and branch administration run efficiently. This position combines technical troubleshooting, customer service, service coordination, and operational support responsibilities to help customers receive timely, effective solutions for their equipment and service needs.

Working closely with customers, technicians, sales teams, and branch leadership, this role serves as a key liaison that helps drive operational excellence, customer satisfaction, and overall branch performance.

💡 Why This Role Is Different

This position offers a unique blend of customer-facing service, technical support, and operational coordination. You'll have the opportunity to work directly with customers, support field and shop service activities, coordinate equipment rentals, manage service documentation, and help ensure the successful execution of service and branch operations.

Success in this role requires strong communication skills, attention to detail, problem-solving abilities, and a commitment to delivering outstanding customer experiences.

🛠 What You'll Be Doing

Customer & Service Support

• Serve as a primary point of contact for inbound customer calls, online inquiries, and branch walk-in traffic.

• Process customer requests including rental quotations, service orders, equipment rentals, and order placement via phone, email, and in person.

• Answer standard and non-routine product and service questions, escalating technical inquiries when appropriate.

• Collaborate with customers, technicians, sales representatives, and branch personnel to resolve customer issues quickly and effectively.

• Coordinate delivery and logistics requirements while ensuring compliance with customer agreements and freight terms.

Service Operations & Technical Coordination

• Perform standard and non-routine mechanical and electrical service support activities, including basic troubleshooting assistance for equipment and product-related issues.

• Complete equipment and rental administration processes, including scheduling equipment pickups and preparing customer documentation.

• Support Service Shop Technicians by assisting with work order administration and identifying or pulling required repair parts.

• Ensure all service operations, labor activities, and part numbers are accurately documented on service orders.

• Verify technician certifications, safety credentials, and required training remain current for customer site access.

Administrative & Branch Operations

• Maintain accurate service documentation and process flows to support operational consistency.

• Assist with contract maintenance, renewals, purchase order updates, and customer account changes.

• Review auto-renewing contracts and support contract additions identified by branch personnel.

• Ensure accurate billing, invoicing, project tracking, and time entry management for service engagements.

• Obtain and maintain customer payment information necessary to process service orders.

• Support branch reporting and performance metric compilation.

• Assist branch leadership in ensuring customer requests and operational activities are completed accurately and on time.

• Support continuous improvement efforts by documenting processes and identifying opportunities for greater efficiency.

📍 Where You'll Make an Impact

• Deliver exceptional customer service throughout the service and rental lifecycle.

• Support technicians and branch teams in providing timely equipment repairs and service solutions.

• Improve operational accuracy through effective order, billing, and documentation management.

• Help drive branch performance through efficient service coordination and customer support.

• Ensure customers receive a seamless experience from quote to completion.

🎯 What We're Looking For

Required Qualifications

• High school diploma or equivalent

• minimum of two years of relevant customer service, service coordination, operational support, or technical experience; or

• Bachelor's degree with demonstrated capability in a related business or technical environment.

• Strong customer service orientation and problem-solving skills.

• Computer proficiency including Microsoft Office applications and basic business mathematics.

• Ability to manage multiple priorities while maintaining attention to detail.

• Demonstrated ability to troubleshoot processes and logically resolve issues.

• Basic understanding of electrical circuits, mechanical systems, or equipment troubleshooting concepts.

Preferred Qualifications

• Experience in light construction, equipment rental, industrial service, manufacturing, or related industries.

• Experience supporting service technicians, field service operations, or maintenance functions.

• Familiarity with work order management, inventory control, and service documentation processes.

• Experience using ERP, CRM, or field service management systems.

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/hour. to $28/hour. 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

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Want to know what kind of Impact you can make?

Our goal is to optimize water access and quality, and promote responsible consumption, so that communities across the globe

can thrive. Through Xylem Watermark, our Corporate Citizenship Program, we provide and protect safe water resources for

communities around the world by engaging all stakeholders and educating about water issues.

Learn more by clicking here – Working at Xylem

( https://www.xylem.com/en-us/careers/working-at-xylem/ )

Inclusion and Belonging at Xylem

Inclusion and Belonging are fundamental to how we enable our customers to tackle global water challenges.

Learn more about our commitment to Inclusion and Belonging.

( https://www.xylem.com/en-us/careers/inclusion-and-belonging/ )