Customer Success Support Head of Services

Service Manager

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.

We're looking for a hands-on, results-driven Service Manager to lead our Orlando Service Center and play a key role in delivering exceptional service experiences for our customers.

This is more than a service leadership role. As Service Manager, you'll have ownership of the service operation's people, performance, and profitability. You'll lead a team of skilled technicians, drive customer satisfaction, support business growth, and influence operational excellence across the branch.

Lead a High-Performing Service Team

Inspire, coach, and develop a team of Service Technicians through strong leadership, accountability, and employee engagement.

Foster a culture focused on safety, collaboration, continuous improvement, and customer success.

Support recruiting, onboarding, workforce planning, succession planning, and employee retention initiatives.

Provide ongoing performance management, feedback, and career development opportunities.

Oversee day-to-day service operations to ensure work is executed safely, efficiently, and profitably.

Optimize technician utilization, scheduling, resource allocation, and field execution.

Monitor service order management, backlog, inventory, fleet utilization, tools, and operational assets.

Lead continuous improvement initiatives that enhance productivity, efficiency, and customer experience.

Own Financial Performance

Manage the service center P&L and drive achievement of revenue, gross margin, utilization, productivity, and profitability targets.

Monitor key performance indicators and take proactive action to improve business results.

Support forecasting activities and maintain visibility into workload planning, labor requirements, and future resource needs.

Manage departmental expenses and contribute to overall branch financial success.

Collaborate closely with Sales, Operations, and Regional Leadership teams to identify and capture new service, aftermarket, rental, and capital project opportunities.

Drive lead generation activities and support commercial growth initiatives.

Expand customer relationships, improve retention, and increase service penetration within existing accounts.

Ensure successful execution of customer projects from planning through completion.

Deliver Exceptional Customer Experience

Build strong partnerships with customers, vendors, and internal stakeholders.

Proactively address customer concerns and ensure timely resolution of issues.

Maintain a relentless focus on delivering safe, reliable, and high-quality service.

5 + years of experience in service, field operations, maintenance, technical services, or related industrial environments.

• 2-3+ years of direct leadership experience managing technicians, field service teams, or operational personnel.
• Demonstrated success leading teams and driving operational performance.
• Strong business acumen with experience managing budgets, KPIs, productivity, and profitability.
• Excellent communication, coaching, and conflict resolution skills.
• Effective planning, organization, and workforce management abilities.
• Valid driver's license and ability to obtain required customer site clearances when needed.

Bachelor's degree or equivalent combination of military, technical, or industry experience.

Experience within water, wastewater, industrial, municipal, utilities, manufacturing, or related industries.

Experience managing service operations, field teams, scheduling, workforce planning, and customer-facing operations.

Familiarity with ERP and business systems such as SAP, Oracle, Workday, or similar platforms.

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! #