Support Technician

Basingstoke, England, United Kingdom

10/31/2024

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.

The Role

This role reports to the Service Desk Manager and will provide support to the Service Operations Team to ensure the team delivers against contractual customer KPIs and Xylem’s strategic objectives.

The primary responsibility of this role is to manage and perform the analysis of returned goods and equipment. In addition, this role will ensure all relevant support documentation is kept up to date, provide accurate data for reporting purposes and identify areas of improvement in line with the ethos of Continuous Service Improvement.

Responsibilities

• Process equipment Returns, ensuring manufacturing problems are identified and notified to the Service Desk Manager
• Document technical work instructions related to meter and radio equipment installations
• Deliver operational reports using excel
• Help to maintain a technical knowledge base containing known issues and workaround instructions
• Assist in maintaining training and support documentation
• Be a point of customer contact on behalf of Sensus Service Desk when required
• Provide remote support for trial and proof of concept installations when required
• Drive and help to establish best practices and testing processes
• Any other duties as reasonably required by the Sensus Management Team
  
  

Skills/Qualifications/Experience

• Previous experience in a technical customer support role
• Good knowledge of the Microsoft Office suite
• Full, clean driving license
• Excellent interpersonal and communication skills are required, with an ability to build strong collaborative relationships both internally and with our external partners
• Self-motivated with a strong ‘can-do’ attitude to delivery and the ability to meet challenging deadlines
• Candidates with an electronics or electrical engineering background will be considered favourably, however more important is the ability to be trained in the Sensus product
• Effective listening, and both verbal and written communication skills
• Ability to learn quickly the Sensus technology and demonstrates willingness to continually learn and develop – full training on Sensus technology will be given
• Have a good attention to detail
• Demonstrable high integrity and ethical standards
• Customer focused, enthusiastic and flexible with an ability to find solutions to problems and working with others to do so.
  
  

Other

Occasional national and international travel may be required.

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.