Technical Support Engineer

Posted yesterday

xylemCharlotte (NC)

Engineering Technologists and Technicians, Except Drafters, All Other Engineering Services

SENIORITY

Senior

SALARY

$65,000 - $85,000 per year

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About the role

Technical Support Engineer 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. The Technical Support Engineer will provide phone, and e-mail technical support to Xylem Water Technologies customers, sales, and service and internal personnel. Using knowledge of Xylem Water Technology products, applications, and general scientific principles, provide timely answers to technical questions and assess customer needs. Provide communication link between customer and appropriate sales and service personnel. Additional responsibilities include processing sales leads and handling customer complaints.

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
High Impact Behaviors: Continuous Professional Development: Professionals should be committed to lifelong learning, seeking out opportunities for self-improvement, and staying abreast of industry trends and best practices.
Collaboration and Teamwork: Effective professionals understand the value of collaboration. They work well with others, contribute to team goals, and understand that diverse perspectives can lead to better solutions.
Results Driven Performance: High performing professionals focus on delivering results. They set high standards for their own performance and are committed to achieving objectives efficiently and effectively.

Qualifications: Strong computer skills with knowledge of MS word, outlook, excel, and SAP knowledge. A bachelor's 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. The estimated salary range for this position is $65k to $85k. Starting pay is dependent on multiple factors, such as skills, experience and work location, and is not typically at the top of the range. At Xylem we offer a competitive compensation package with a generous benefit package, including Medical, Dental, Vision plans, 401(k) with company contribution, paid time off, paid parental leave and tuition reimbursement. Xylem does not provide visa sponsorship for this position

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