Technical Support Engineer

This is a fully remote position, open to applicants in Colorado, +2 more states.

📋 Description

• Offer technical support via phone and email to customers, sales teams, service personnel, and internal staff for Xylem Water Technologies.

• Deliver prompt responses to technical inquiries and evaluate customer requirements utilizing knowledge of Xylem products, applications, and scientific principles.

• Act as a communication bridge between customers and the relevant sales and service teams.

• Manage sales leads and address customer complaints effectively.

• Respond to customer phone calls and email inquiries with comprehensive technical insights.

• Qualify and log Thrive leads, assigning them to appropriate sales teams.

• Keep abreast of product knowledge, applications, market trends, and competitor offerings.

• Assist with customer warranty claims and relay issues and information to the relevant personnel.

• Diagnose water-system issues and provide customers with problem-solving support.

• Identify spare parts, consumables, and their corresponding part numbers; facilitate ordering of spare parts.

• Create cross-reference lists, product support materials, and troubleshooting documentation.

• Compose service bulletins.

• Analyze customer operating data, remote monitoring data, and site data to enhance customer support.

• Collaborate effectively with cross-functional teams.

• Provide training and support to team members regarding new processes or products.

⛳️ Requirements

• Proficient in computer applications including MS Word, Outlook, Excel, and SAP.

• Bachelor's degree in Engineering or a related field, accompanied by a minimum of 2 years of experience or equivalent work experience that familiarizes with essential theories, principles, and concepts.

• Strong analytical abilities and problem-solving skills.

• Proficiency in data analysis and simulation software.

• Understanding of chemical process engineering and safety standards.

• Exceptional communication and teamwork skills, both in phone and email interactions.

• Outstanding organizational skills with the capability to manage multiple projects simultaneously.

• Please note that Xylem does not offer visa sponsorship for this role.

🏝️ Benefits

• Medical, Dental, and Vision insurance plans.

• 401(k) plan with company contributions.

• Paid time off.

• Paid parental leave.

• Tuition reimbursement program.

• Paid Volunteer Program, Xylem Watermark.

• Access to Employee Resource Groups (ERG).

• Reasonable accommodations available to ensure all employees can perform their essential job functions.