Service center specialist

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.

Service Center Specialist

Pay Range: $25-28/hour (Starting pay dependent on skills, experience, and location)

Location: Ashland, VA

Overview:

As a Service Center Specialist, you will be responsible for delivering high-quality mechanical and electrical service support—including troubleshooting and repairs—via phone, in-shop, and at field locations. This role also provides essential sales, administrative, and operational support, ensuring customer contracts, billing, invoicing, and administrative issues are resolved efficiently. You will contribute to proper documentation, payment processing, and timely resolution of customer concerns, ultimately supporting multiple business units to deliver excellent service. We offer a comprehensive benefits package, including Paid Time Off (PTO) for hourly positions, health, dental, vision, an investment savings plan, and more.

Core Responsibilities:

To be successful in this position, you must be able to perform each essential duty satisfactorily:

• Troubleshoot and repair equipment and products by phone, in the shop, and at customer sites.
• Respond promptly to inbound phone calls, online inquiries, and customer walk-ins.
• Perform standard and non-routine operations and logistics tasks, including scheduling technicians, deliveries, and equipment.
• Collaborate effectively with customers and branch staff to resolve issues and align on solutions.
• Process customer requests including rental quote generation, order placement, and contract renewals in-person, by phone, or via email.
• Accurately enter orders and arrange delivery per agreement terms, including coordination of freight.
• Review contract auto-renewals and support contract updates or changes, including purchase orders.
• Complete rental and equipment processes; schedule product pick-ups and prepare paperwork for customer sign-off.
• Support Service Shop Technicians with work orders and parts retrieval for repairs.
• Assist branch staff in compiling operational metrics and reports.
• Ensure proper time entry, billing, and payment updates for projects and service orders.
• Maintain up-to-date credentials and safety training for onsite technicians.
• Document process flows and ensure all service order details are complete.
• Create and maintain a safe workplace and promote a strong safety culture.
• Provide excellent service to both internal and external customers.
• Uphold a high-impact culture through innovation, accountability, and empowerment.
• Function well independently and as part of a team, following operational policies and procedures.

Qualifications:

High school diploma or equivalent plus 2 years of relevant work experience, or Bachelor’s degree with comparable expertise. Light construction experience preferred. Computer proficiency with Microsoft Suite (Outlook, Word, Excel, PowerPoint). Demonstrated troubleshooting ability and basic circuit testing knowledge. Familiarity with ERP systems, Field Service, and CRM applications such as MS Field Service or MS CRM. Strong organizational, communication, and collaboration skills. Understanding of general business and service center concepts. Basic math skills and understanding of IT business tools. Ability to work both independently and as part of a team with limited supervision.

High Impact Behaviors:

• Continuous Professional Development: Commitment to ongoing learning and industry best practices.
• Collaboration & Teamwork: Ability to work well within diverse teams to achieve shared objectives.
• Results Driven: Set and deliver high performance standards, focused on achieving effective results.

Benefits:

We offer a competitive compensation package including: paid time off, comprehensive health benefits (Medical, Dental, Vision), 401(k) with company contribution, paid parental leave, tuition reimbursement, and opportunities for career growth and development.

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