Head of Client Support Services

Full time

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 Service Supervisor is responsible for overseeing a team of analysts and technicians to ensure that service standards are consistently met. This role involves coordinating daily service activities, conducting audits and inspections, and providing guidance and support to team members. The Supervisor works closely with the Service Operations Supervisor and other department leaders to develop and implement service improvement initiatives. Key responsibilities include monitoring performance metrics, addressing nonconformance, and ensuring compliance with regulatory requirements.

******* We offer a full benefits package to include Flexible Time Off (FTO) , health, dental, vision, investment savings plan, and additional miscellaneous benefits.

Supervision:

• Oversee daily activities of Service Operations Team
• Provide guidance and support to team members
• Conduct performance evaluations and provide feedback
• Address any performance or disciplinary issues

Service Scheduling and Dispatch:

• Create and maintain service schedule
• Assign service calls to team members
• Coordinate with clients to schedule service appointments
• Ensure timely and efficient dispatch of service technicians

- Quality Service Delivery:

• Monitor service technician performance and ensure quality service delivery
• Address any customer complaints or issues
• Conduct quality control checks and audits

- Performance Metrics:

• Track and analyze service performance metrics
• Generate reports and present findings to management
• Implement strategies to meet or exceed performance targets
• Communicate performance updates and progress to team members

Develop and maintain standard operating procedures for service operations

- Team Engagement and Development: Supervisors need to actively engage their team members, recognizing their strengths and providing opportunities for skill development. This includes setting clear goals, monitoring progress, and adapting strategies as necessary.

A bachelor's degree in Business Administration, Supply Chain Management, 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 skills and proficiency in data analysis tools (e.g., Excel, SQL).
• In-depth understanding of inventory management principles and practices.
• Experience with inventory management software and systems.
• Ability to develop and implement inventory optimization strategies.
• Good understanding of international trade laws and customs regulations.

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 inclusion and belonging in driving innovation and allowing us to compete more effectively around the world.

At Xylem, you'll not only contribute to solving water issues but also have the chance to make a difference through our paid Volunteer Program, Xylem Watermark. We prioritize our employees' well-being through inclusion and belonging as well as our Employee Resource Groups (ERG). Proud to be an Equal Employment Opportunity (including disability and veterans) and Affirmative Action workplace, Xylem fosters an inclusive environment free from discrimination or harassment.

Embrace the opportunity to be part of Xylem's transformative journey in shaping the future of water technology! #Our Talent Community is a great way to stay connected to learn

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Our goal is to optimize water access and quality, and promote responsible consumption, so that communities across the globe

Through Xylem Watermark, our Corporate Citizenship Program, we provide and protect safe water resources for

communities around the world by engaging all stakeholders and educating about water issues.

Inclusion and Belonging at Xylem

Inclusion and Belonging are fundamental to how we enable our customers to tackle global water challenges.

Learn more about our commitment to Inclusion and Belonging.

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