Sr. Training Specialist; Shop​/Field

Overview

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 Hiring a Sr. Training Specialist (Shop/Field) in the West!

The Sr. Training Specialist plays a critical role in ensuring that the organization’s service operations are efficient and effective. This position involves conducting detailed analyses of service processes, identifying areas for improvement, and developing and implementing service plans
. The Sr. Training Specialist collaborates with cross functional teams to address service issues, perform root cause analysis, and implement corrective actions. Additionally, this role involves training and mentoring junior staff.

• Monitor, maintain, and improve service levels, availability, and performance across shop and field operations
• Identify, troubleshoot, and resolve service issues; lead service improvement plans and corrective actions
• Support service operations through standard work, procedures, work planning, and execution guidance
• Collaborate with service operations, engineering, supply chain, and vendors to resolve systemic issues and improve service delivery
• Conduct regular service reviews and provide data-driven recommendations to leadership

• Receive, log, prioritize, and resolve incident tickets
• Act as an escalation point for complex or high-risk service and technical incidents
• Communicate incident status and resolution progress to stakeholders
• Lead post-incident and post-change reviews; implement preventive and corrective measures
• Identify recurring issues, perform root cause analysis, and implement permanent fixes
• Review, approve, coordinate, and communicate change requests to minimize service disruption

• Design, deliver, and continuously improve technical, safety, and compliance training programs for shop and field technicians
• Lead onboarding, skills assessments, certifications, and ongoing professional development initiatives
• Coach, mentor, and guide technicians in troubleshooting, preventative maintenance, safety, and customer interaction
• Address performance gaps through targeted coaching, corrective action plans, and retraining
• Promote a culture of continuous learning, accountability, safety, and empowerment

• Perform and oversee advanced diagnostics and service activities on complex mechanical, electrical, diesel, and multi-system equipment
• Serve as a technical escalation resource for technicians, distributors, and service partners
• Proactively identify, assess, and mitigate safety risks on company- and customer-owned equipment
• Support preventative maintenance strategies, parts usage best practices, and service documentation

• Champion a strong safety culture and ensure safe working environments
• Develop and deliver safety training aligned with company policies, DOT, FMCSA, and industry regulations
• Conduct audits, inspections, and quality reviews to ensure compliance with service and training standards
• Ensure consistent application of safety, quality, and operational standards across internal teams and distributor networks

• Act as a trusted technical advisor to customers and distributor partners
• Interface directly with customers to support service quality, training needs, and issue resolution
• Translate complex technical information into clear, actionable guidance
• Manage service-related customer concerns by diagnosing issues, aligning expectations, and driving resolution
• Support distributor performance through training, technical guidance, and service standard alignment
• Manage vendor relationships, monitor performance, and support contract and SLA…