Technical Customer Service Analyst

Technical Customer Service Analyst

Requirements

• Fluent in Microsoft Office Environment, technologically savvy
• Excellent communication, verbal and written
• Technical aptitude

Responsibilities

• Regularly partner with Order Entry, Warranty, Sales, Product Management, Sustaining Engineering and other internal teams to accomplish company objectives on a daily basis through verbal and written communication.
• Identify Customer Needs: Work closely with outside sales, internal colleagues, distributors, and others to develop understanding of the customer request. Partner closely with the requestor in gathering information to better classify the need including level of technical involvement, expertise required, urgency, application, customer type, etc. Align requestor with proper channel best-suited to provide the needed solution if non-technical in nature.
• Research/Gather Information: Work closely with internal colleagues, subject matter experts, and other technical resources to research and gather information including potential solutions and unique application history in order to understand how to meet the requestor’s need and solve the problem.
• Problem Solve: Meet the requestor’s consulting need or develop viable solution to requestor’s problem. Typical problem solving could include selection and configuration of pump and peripherals based on application requirements, troubleshooting of pumps and related equipment as it pertains to a given application, provision of various technical documentation, tutelage in the operation of customer-available product resources, and the coordination of information flow amongst Xylem internal teams and external parties. Understands technical questions to ask in order to ensure proper/ adequate information is provided in order to meet pre/post-sales needs. Tech maintains full availability during work hours via our Customer Support Hotline and e-mail channels.
• Validate and Communicate Solution: Work closely alongside internal colleagues to communicate and validate consulting need has been fulfilled and to offer the proposed solution(s) for external party review and approval. If requestor is not satisfied with outcome, the Tech is responsible for further consultation and acts as advocate and advisor to ensure consulting need is met wherever possible.
• Procure and Provide Quotation: Procure quotation for special, non-standard items and components from outside vendors to satisfy special requests as needed, apply them as supplement to our portfolio product range, and present quotation to customer accordingly.

Preferred Qualifications

• Exposure to fundamental hydraulic and electrical concepts