Engineer Technician

Engineer Technician page is loaded## Engineer Technician remote type:
Onsite locations:
Plymouth, Minnesota (Office) time type:
Full time posted on:
Posted Todayjob requisition : R45770

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.

Job Responsibilities:

Utilizing problem solving skills. Provide direction to customers (internal and external) via phone, email and digital tools to resolve customer inquiries and complaints on Hemodialysis Medical Water Systems.

Research customer issues using appropriate and approved resources to provide timely resolutions.

Escalate customer priority issues as needed. Utilize intercompany resources including Field Service, Engineering, Customer Care and Quality Management.

Document customer product inquiries and complaints into the Quality Management system.

Enter Customer Return Material Authorizations and arrange replacement material orders with Customer Care utilizing CRM system.

Ability to manage multiple customer calls and efficiently meet customer’s needs thru good time management (Prioritization) and organization.

Experience/Requirements:

* Education:

Apprentice level; 2 year associate degree preferred and or/working on BS/BA degree; or 7 + years of working experience substitute degree.
* Bilingual in Spanish is preferred.

* Experience:

0-5 years’ experience in a technical support environment
* Dialysis clinic experience is a plus
* Support On-Call rotation for after hours technical support.

Behavior Expectations:
Create and maintain safe working environment and culture within the organization. Be able to function in a team environment by providing and receiving support as needed.

Supervision or Autonomy:
Works under direct supervision.

Travel: 10%
Deliverables:
* Customer satisfaction - measured using internal 5-Star survey program and company Net Promoter Score (NPS) surveys
* Maintain team performance metrics
* SLA >90%
* Call abandoned rate