Xylem (XYL) is a leading global water technology company committed to developing innovative technology solutions to the world’s water challenges. The Company’s products and services move, treat, analyze, monitor and return water to the environment in public utility, industrial, residential and commercial building services settings. Xylem also provides a leading portfolio of smart metering, network technologies and advanced infrastructure analytics solutions for water, electric and gas utilities. The Company’s more than 16,500 employees bring broad applications expertise with a strong focus on identifying comprehensive, sustainable solutions. Headquartered in Rye Brook, New York with 2017 revenue of $4.7 billion, Xylem does business in more than 150 countries through a number of market-leading product brands.

The name Xylem is derived from classical Greek and is the tissue that transports water in plants, highlighting the engineering efficiency of our water-centric business by linking it with the best water transportation of all – that which occurs in nature. For more information, please visit us at www.xylem.com.

The Role:  Xylem seeks to hire a Regional Technical Service Manager to manage and coordinate a wide variety of regional activities pertaining to the service operations within the sales offices, distributors, representatives and authorized service locations for all Xylem Water Solutions brands. The Regional Technical Service Manager will be providing support to our direct branches and distribution channel partners in the Northeast Regional area. The individual should reside in the Canada region.

Essential Duties/Principal Responsibilities:

• Provide service and shop operational guidance the Sales/Service branch operations in the assigned area in accordance with established company policies and procedures. 
• Monitor service performance and advise shop operations related to 6S, shop tooling, workload management, Environmental health and Safety policies, Service Vehicles, etc.
• Assist in managing workload and manpower between all branches within the region
• Guide the service efforts of all Flygt / Godwin(and other relevant Xylem brands) distributors/representatives/OEM service facilities in the Region in accordance with company policies and procedures.  Assist end users with service related issues. 
• Provide supervision and training to appropriate personnel to assure smooth, efficient and effective service operations (includes in-shop repairs, start-ups and field service).  Coordinate all shop/service operations and assure the timely shipment of all product and parts.  Assure timely and accurate completion of all service administrative processing.
• Interface with end-users (in some cases with reps and distributors) handling service problems and startups either by phone or on-site visit.  Assist office personnel with product specifications as required.
• Perform repairs (including rental and warranty repairs) of pumps and other product accessories.
• Assure compliance with all established personnel policies and procedures.  Perform supervisory personnel functions including but not limited to performance management, hiring, disciplinary action, etc.
• Assure accurate verification of pumps and parts received, maintenance of inventory, and accurate and timely shipment of outgoing product and parts.  Also, assure that the shop/service area is maintained in a neat, organized manner.
• Assure: adequate stock of product, parts and supplies; maintenance of shop equipment/machinery by vendors; service vehicles are properly equipped and operating efficiently and safely.  Assist with the ordering of service trucks and shop-on-wheels’ vehicles.
• Support the ‘service call center’ process by providing support to our end users.
• Conduct product education training seminars within assigned area for both direct and distribution branches
• Includes education and support related to all communication of Technical and Service bulletins
• Collect and report on service and technical repair problems from the assigned area.  Requires written reports to head office monthly. Perform or assist in warranty determination for direct and distribution service centers. 
• Assist in direct branch service operations as necessary.     
• The position has a dotted line to Regional Sales Manager / Regional Operation Manager to establish coordination of Branch operations and Sales.

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

• 5 years related experience working in the field of waste water projects and products.
• High School Diploma required.  Continued education is preferred, but not required.
• Strong working knowledge of the theories governing the operation and application of various Flygt and other relevant Xylem brand products is necessary.
• Working knowledge in water/wastewater processes, including pumping and various treatment equipment
  • Treatment focus around disinfection (UV, Ozone), aeration, and filtration
• Thorough understanding of systems troubleshooting and the benefits of establishing solid service practices for the operating and fiscal benefit of the company, distribution and the end-user. 
• Very strong customer focus and interaction to ensure optimum relationships.
• Must have experience with electrical control panels, VFD’s, PLCs, SCADA systems and other electronic systems and instrumentation.
• Must have proactive ES & H focus in and around company and customer worksites; as well as on travel to and from.
• Strong leadership, supervisory, prioritization and communication skills (written and verbal) are necessary to help define, develop and enforce initiatives.
• Must be proficient in Microsoft Word, PowerPoint, Excel, Quote for Service, & SFDC.

Additional Information: 

Physical Demands

• Regularly required to sit, stand, walk and reach with hands and arms.

• Frequently required to communicate orally.

• Ability to use hands and fingers dexterously to operate office equipment.

• Must occasionally lift/ transport up to 50 pounds.

• Vision abilities required by this job include close vision.

 

Work Environment

• Office: Florescent lighting, dust, recycled air, cooling fans, semi-enclosed areas, central heating, seasonal warmer temperatures and office noise
• Shop: May work around pipes, valves, electrical equipment and operating machinery, etc, such as commonly found around manufacturing facilities, construction sites and drinking water/wastewater treatment plants.
• Travel:  Frequent travel is required to fulfill the duties listed above. Other travel as needed or required by the company.

 

EOE/Females/Minorities/Protected Veterans/Disabled