Service Technician & Assistant Manager

at  Xylem

Join Xylem in the global mission to #LetsSolveWater! 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.
Job Summary:
Xylem is looking for an Assistant Service Manager to be responsible for leading, coordinating, service, and contract activities for Xylem products.
The Technician will be responsible for establishing and maintaining an exceptional brand relationship with our customers by acting as a trusted adviser and resource during workshop repairs and all on-site activities.
Must be passionate about providing legendary customer service and compliance with all established Environmental, Safety & Health policies and procedures.

Essential Duties/Principal Responsibilities:

• Service skills and repair situation management.
• Responsible to complete all tasks from workshop management, workshop repairs, elaboration of service quotations (parts and labor), startup, functional & performance testing, training, warranty transition, service, public tenders for service contracts and aftermarket contracts.
• Responsible to identify service requirements and manage workshop and site resources to complete the activities on time. On site management of other suppliers or Xylem resources as needed.
• Conducts TotalCare equipment condition audits to establish service opportunities and potential actions to lessen Customer equipment downtime.
• Works with Customer’s representatives to understand equipment issues, troubleshoot and diagnose root-cause problems, and arranges necessary parts and service to resolve issues. Timeliness, commitment to customer, and a driving sense of urgency is a requirement.
• Collaborate and manage customer communications (requests, complaints, observations, etc.) with the appropriate Xylem internal teams to bring timely resolution to Customer issues.
• Review specifications, design and scope of supply of the assigned projects in order to have a clear and detailed understanding of the requirements to help streamline onsite service completion.
• Manage all the tasks related to the function that the manager may request per business needs.

Customer Management and Communication Skills:

• Actively explore and identify unmet customer needs and provide opportunity for innovative solutions. Identification and follow through for potential parts and service opportunities with customers.
• Is able to work with different levels of the customer organization, to understand what information needs are required by each level and deliver same in a timely and complete manner.
• Works with Customers to identify and propose PMA contracts.
• Identification of opportunities to expand Xylem’s footprint in customer’s facilities across sister brands and competitor installations.

Reporting and documentation

• Responsible for timely completion and submittal of all activity reports (weekly) and other associated documentation.
• Responsible to identify modifications to existing product/project documentation and communicate to Customer and Xylem project team for review & approval.
• Reviews budgeted hours and confirmed service labor forecast based on service activity specifics/requirements. Monitor and manage site and workshop hours to remain within budget
• Responsible to ensure all equipment on site work per safety and quality requirements and per company and project specifications.
• Follow and comply with all Environmental Safety & Health (ESH) policies.

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

• Electricity – Electromechanics - Bachelor of Science in Electrical / Electromechanics Engineering (BSE E) degree, or equivalent.
• Knowledge and autonomy in electrical and mechanical installations.
• Training and repair service experience
• Experience with electrical equipment for low & medium voltage power distribution panel, conduit and cable trays, grounding and three phase network configuration, harmonics and distortion
• Desired: Water Treatment experience and Communication (Protocol) knowledge.
• Fluent in Portuguese
• High Level of English.
• Requires excellent communication skills, verbal and written.
• >70% travel required within Iberia
• Strong internal & external customer focus and interaction to ensure optimum relationships.

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 diversity, equity and inclusion in driving innovation and allowing us to compete more effectively around the world

• Service skills and repair situation management.
• Responsible to complete all tasks from workshop management, workshop repairs, elaboration of service quotations (parts and labor), startup, functional & performance testing, training, warranty transition, service, public tenders for service contracts and aftermarket contracts.
• Responsible to identify service requirements and manage workshop and site resources to complete the activities on time. On site management of other suppliers or Xylem resources as needed.
• Conducts TotalCare equipment condition audits to establish service opportunities and potential actions to lessen Customer equipment downtime.
• Works with Customer’s representatives to understand equipment issues, troubleshoot and diagnose root-cause problems, and arranges necessary parts and service to resolve issues. Timeliness, commitment to customer, and a driving sense of urgency is a requirement.
• Collaborate and manage customer communications (requests, complaints, observations, etc.) with the appropriate Xylem internal teams to bring timely resolution to Customer issues.
• Review specifications, design and scope of supply of the assigned projects in order to have a clear and detailed understanding of the requirements to help streamline onsite service completion.
• Manage all the tasks related to the function that the manager may request per business needs