Technical Support Engineer

Summary

Xylem is a global water solutions and water technology company focused on sustainable water management. The Technical Support Engineer provides phone and email technical support to customers, sales, service, and internal personnel, while troubleshooting water systems, processing leads, supporting warranty claims, and developing product documentation.

Responsibilities

• Answer customer phone calls and e-mail requests by providing in-depth technical information on Xylem technologies products and applications
• Qualify and enter thrive leads and assign to sales teams. Maintain up to date knowledge of Xylem Technologies products and applications, market trend and competitive products
• Support customer warranty claims and report problems and information to appropriate personnel
• Support customers with troubleshooting, water system problem solving
• Identify spare parts, consumables and spare part numbers. Setting up spare part for ordering
• Develop cross reference lists and product support and troubleshooting documentation
• Draft Service bulletins
• Review of customer operating data and remote monitoring data as needed to assist with customer support
• Review link to site data as needed to support customers
• Collaborate with cross functional teams
• Train and educate team members on new processes or products

Skills

• Strong computer skills with knowledge of MS word, outlook, excel, and SAP knowledge
• A bachelor's degree in degree in Engineering or a related field with at least 2 years' experience or equivalent work experience that provides exposure to fundamental theories, principles, and concepts
• Strong analytical and problem-solving skills
• Proficiency in data analysis and simulation software
• Knowledge of chemical process engineering and safety regulations
• Excellent communication and teamwork abilities both telephone and e-mail responses
• Excellent organizational skills and ability to handle multiple projects simultaneously
• Xylem does not provide visa sponsorship for this position

Qualifications

Must Haves

• Strong computer skills with knowledge of MS word, outlook, excel, and SAP knowledge
• A bachelor's degree in degree in Engineering or a related field with at least 2 years' experience or equivalent work experience that provides exposure to fundamental theories, principles, and concepts
• Strong analytical and problem-solving skills
• Proficiency in data analysis and simulation software
• Knowledge of chemical process engineering and safety regulations
• Excellent communication and teamwork abilities both telephone and e-mail responses
• Excellent organizational skills and ability to handle multiple projects simultaneously
• Xylem does not provide visa sponsorship for this position

Benefits

• Medical plans
• Dental plans
• Vision plans
• 401(k) with company contribution
• Paid time off
• Paid parental leave
• Tuition reimbursement
• Paid Volunteer Program, Xylem Watermark
• Employee Resource Groups (ERG)