Technical Customer Service Analyst

Xylem Inc. Seneca Falls , NY 13148

Posted 1 week ago

Xylem |zlm|

  1. The tissue in plants that brings water upward from the roots;

  2. a leading global water technology company.


Xylem, a leading global water technology company dedicated to solving the world's most challenging water issues, is the leading global provider of efficient, innovative and sustainable water technologies improving the way water is used, managed, conserved and re-used. Our international team is unified in a common purpose: creating advanced technology and other trusted solutions to solve the world's water challenges. We are committed to creating an organization of inclusion and diversity, where everyone feels involved, respected, valued and connected, and where everyone is free to bring their authentic selves and ideas.

If you are excited and passionate about helping us #letssolvewater, we want to hear from you! For more information, please visit us at www.xylem.com.

We Offer You More Than Just "A Job"

  • Professional Development
  • To advance the capabilities of our people, we offer a wide variety of experiences to support our employees' professional growth and continuous learning.
  • Total Rewards
  • We offer comprehensive programs for compensation, benefits, recognition, learning and development, work-life integration and corporate citizenship.
  • Watermark
  • Watermark is our corporate social responsibility program working to provide education and access to safe water to ensure healthy lives, gender equality, and resilient communities. Employees have the opportunity to learn and volunteer on various water-related projects.
  • Employee Networks
  • Our Employee Networks provide a professional, supportive network for employees from diverse backgrounds, including Women's, LGBT+ and Allies, Veteran's, People of Color and Allies, Emerging Leaders, and Working Parents Networks.

The Role: Primary contact for customers and sales for pumps/parts business. This position is accountable for answering Tier I & II technical calls and providing interface with external customers, Sales and Operations.

The Tech CSA provides superior customer service and adds value to our products by functioning as the first line of contact for our pumps & parts business through quotations, follow-up, and expediting processes. This position is essential for the business to develop a close supportive relationship between customers, Product Managers, Sales Force and our Engineering Department.


Essential Duties/Principal Responsibilities:
  • Accurate processing of New Part Loads Handle customer referrals in a professional manner.

  • Understand our catalog and products such as residential, commercial and industrial water systems Troubleshoot water pumps and peripheral product related issues

  • Proficient use and understanding of Excel, engineering drawings and sizing/selection softwares

  • Customer Service interaction towards end users, distributors and salesmen, assisting them to better understand our product lines

  • Phone etiquette Handle and process customer inquiries and determine requirements to resolve them.

  • Determine Tier 1 and 2 technical resolution for troubleshooting and quotations

  • Prepare quotes including product selections, price and lead-time.

  • Deliver results. A CSA possesses the ability to build collaborative relationships with customers, team members and other departments to consistently meet customer needs and concerns. They stay focused, achieve goals and are motivated by timely outcomes.

  • Build through teamwork. A CSA acts as liaison between the customer and the facility. The CSR establishes good interpersonal relationships to further effective communication with other departments and deliver results quickly and satisfactorily.

  • Lead with Character. A CSA leads by example and is always honest, credible and trustworthy. They keep their word and follow through on commitments.

  • Inspire Commitment.The CSA is a facilitator who is able to motivate others toward common goals. They help people feel valued, appreciated and included, and in the process, gain the commitment of others.

  • Create the Future. The CSA provides appropriate training and guidance to team members where necessary. They are continually learning and working toward self-improvement. They are unafraid to drive changes that ensure improvements to work tasks.

Minimum Qualifications:Education, Experience, Skills, Abilities, License/Certification:

  • BA or BS 4 year Degree in Engineering, Mathematics or Science related areas

  • Network software capable: MS office, Outlook, selection tools

  • Effective verbal/written communication skills

  • Comfortable in a fast paced environment, welcoming change and growth

  • Ability to process a high volume of transactions with proficiency, accuracy and integrity

  • Strong commitment to working with a team, providing excellent customer service and maintaining professionalism

Preferred Qualifications:

  • Knowledge of business operating systems i.e. SAP or ERP systems

  • 2 years of customer faced experience in a B2B technical product line

  • Experience working with Salesforce.com is a plus

  • Experience with Sales

Physical Demands:

(The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)

  • Regularly required to sit or stand, reach, bend and move about the facility

Work Environment:

(The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)

  • Office: Standard office equipment; work usually performed in an office setting free from any disagreeable elements.

  • Standard weekly job hours: 40 hours

Xylem is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.

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Technical Customer Service Analyst

Xylem Inc.