Technical Support Representative

Begins: 29 Sep 2016 10:15 AM (Date job was posted)
Ends: 29 Sep 2016 10:15 AM (Date job was posted)
Presenter(s): Human Resources

Yellow Springs, OH

Req ID # 8217BR

For more details or to apply online: Technical Support Representative - #8217BR

Job Description    
To provide quality application and technical support to Xylem Analytics customers while striving to add customer value by meeting established customer service levels.

Job Specifications and Work Performed

  • Provide Technical Support to customers regarding YSI water quality instrumentation via phone calls and emails. Handle approximately 30 calls per day from customers all over the world.
  • Recommend YSI solution based on customer’s application needs.
  • Provide competitive selling information to customers (why buy YSI vs. competitor).
  • Maintain YSI Demo Equipment Inventory including setup, calibration, shipping, and tracking.
  • Maintain YSI customer database (Oracle and Sales Force.Com).
  • Develop technical sales and application information. (Manuals, Guides, Videos, Webinars, etc.)
  • Manage key customer relationships.
  • Develop technical documentation for Service Extranet and manuals.
  • Attend trade shows, conferences, visit customers, and perform training seminars as needed.
  • Enter customer leads into Salesforce for marketing follow up.
  • Product quality, marketing and market intelligence information is to be shared with appropriate internal team members.
  • Provide product and pricing quotes.
  • Develop marketing material for YSI web and extranet sites.
  • Develop PowerPoint presentations.
  • Review manuals and product literature.
  • Provide customer specific testing for Quality and R&D projects.

Required Experience & Academic Requirements

  • Degree in natural resources, chemistry, environmental, physical sciences or electronics engineering.
  • At least 2 to 3 years of technical experience such as in a field or lab water testing role, or working with analytical instrumentation is required.
  • Prior customer service experience is required.

Key Skills and Attributes

  • Excellent customer service skills are required.
  • Ability to deal with complex customer requests or problems.
  • Ability to analyze/interpret water quality data.
  • Knowledge of analytical water testing instrumentation and applications.
  • Working knowledge of PCs and PC software. (Oracle, Salesforce, MS Office, Shoretel)
  • Typing rate of 40-45 words per minute preferred.
  • Competent with various media options, i.e. phone, fax, e-mail.
  • Foreign language is preferred.
  • Physical demands of lifting up to 20 pounds from floor to waist or floor to shoulder level on an occasional basis. 
  • Ability to keyboard 25% percent of the time and to remain seated for extended periods.
  • Customer service oriented with ability to resolve customer conflicts/problems.
  • Strong oral and written communication skills.
  • Analysis and decision making skills.
  • Strong awareness to “follow-up” requirements.
  • Strong organizational skills with ability to multi-task.
  • Technical proficiency, both mechanical and electrical.

Attendance Requirements

  • 8:00AM and 5:00PM, Monday through Friday.
  • Travel up to 25% required.

Disclaimer:  The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification.  It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

Xylem Analytics provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, creed, color, sex, religion, sexual orientation, national origin, pregnancy, age, medical condition, disability, national origin, ancestry, citizenship status, genetic information, marital status, amnesty, or status as a covered uniformed service member/veteran (military) in accordance with applicable federal, state and local laws. Xylem Analytics complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

About Xylem

Xylem (incorporated in the USA, stock symbol: XYL) is a leading global water technology provider, enabling customers to transport, treat, test and efficiently use water in public utility, residential and commercial building services, industrial and agricultural settings. The company does business in more than 150 countries through a number of market-leading product brands, and its people bring broad applications expertise with a strong focus on finding local solutions to the world’s most challenging water and wastewater problems. Launched in 2011 from the spinoff of the water-related businesses of ITT Corporation, Xylem is headquartered in Rye Brook, N.Y., with annual revenues of $3.8 billion and 12,500 employees worldwide.

About Xylem Analytics

Xylem’s analytics businesses are leading manufacturers of premium field, portable, laboratory and online analytical instruments used in water and wastewater, environmental, medical, food and beverage and life science applications. The company’s meters, sensors, analyzers and related consumables are used every day by thousands of end-users worldwide to analyze and control quality in countless industrial applications where precise measurement is required. Xylem’s analytics business has been created over the past two years with the acquisitions of OI Analytical, YSI and MJK Automation to their core businesses of WTW, SI Analytics, Aanderaa Data Instruments (AADI), Global Water Instrumentation, ebro and Bellingham & Stanley.

For more details or to apply online: Technical Support Representative - #8217BR