National Service Manager

Operations | Guelph, ON, Canada
Job Details Apply
Job Details

Xylem |ˈzīləm|

1) The tissue in plants that brings water upward from the roots;

2) a leading global water technology company.

Xylem, a leading global water technology company dedicated to solving the world’s most challenging water issues, is the leading global provider of efficient, innovative and sustainable water technologies improving the way water is used, managed, conserved and re-used. Our international team is unified in a common purpose: creating advanced technology and other trusted solutions to solve the world’s water challenges. We are committed to creating an organization of inclusion and diversity, where everyone feels involved, respected, valued and connected, and where everyone is free to bring their authentic selves and ideas.

If you are excited and passionate about helping us #letssolvewater, we want to hear from you!

The Role: Coordinate all aspects of service and start-up for Xylem AWS Canada supplied equipment.  Train service partners nationally on servicing and starting up Xylem products, focusing on variable speed drives and controllers.  Liaise with Engineering, Manufacturing and Sales on warranty and quality issues.  Participate in identifying and implementing process improvements, performance standards and procedures in operations.  Manage service and quality staff. Hybrid role.

Essential Duties/Principal Responsibilities:

  • Coordinate activities of service partners, both directly and through the use of service staff.
  • Train internal staff and service partners on servicing Xylem equipment, with particular focus on variable speed drives and electrical controllers. 
  • Build a team responsible for working with sales, engineering and operations to determine service parts needs and coordinate field repairs.
  • Assist with start-ups on all Xylem AWS specialty equipment i.e. variable speed drives, fire pumps etc. as necessary.
  • Own the process for review of warranty claims.
  • Build and train a team capable of interpreting customer’s service issues and answering technical inquiries relating to product installation and repair.  Coordinate service calls with Xylem Service Centers.
  • Responsible for staff who are the primary point of contact for all service issues, owning being the primary contact point as necessary.
  • Assist with customer training when required on all Xylem AWS specialty equipment, particularly drives and controllers.
  • Maintain a professional attitude and conduct when dealing with our customers on service issues.
  • Own updating and writing new procedures as necessary for service functions.
  • Follow up with factories and vendors for credit and replacements to the customer.
  • Provides coordination of quality procedures, instructions, specifications, and standards to ensure conformance to ISO standards and customer specifications/requirements.
  • Ensure all safety procedures are implemented and followed when performing on site work.
  • National travel as required.
  • Answering technical inquiries relating to product installation and repair.  
  • Maintain a professional attitude and conduct when dealing with our customers on service issues.
  • Own the process for review of warranty claims.
  • Participation in Xylem Watermark volunteer activities

Minimum Qualifications: Education, Experience, Skills, Abilities, License/Certification:

  • Education, 2-year college education, relevant Bachelor degree or 10+ years experience working on Xylem or related products. 
  • Regardless of education level must have 5+ years service experience. 
  • Must have drives and controllers experience. 

Preferred Qualifications:

  • Experience managing people
  • Experience managing a service organization

We Offer You More Than Just “A Job”

  • Professional Development – To advance the capabilities of our people, we offer a wide variety of experiences to support our employees’ professional growth and continuous learning.
  • Total Rewards – We offer comprehensive programs for compensation, benefits, recognition, learning and development, work-life integration and corporate citizenship.
  • Watermark – Watermark is our corporate social responsibility program working to provide education and access to safe water to ensure healthy lives, gender equality, and resilient communities. Employees have the opportunity to learn and volunteer on various water-related projects.
  • Employee Networks – Our Employee Networks provide a professional, supportive network for employees from diverse backgrounds, including Women’s, LGBT+ and Allies, Veteran’s, People of Color and Allies, Hispanic Origin & Latin Affinity, Emerging Leaders, Working Parents Networks and Non-Native English Speakers and Allies.

Physical Demands/Work Environment:

(The physical demands and work environment described here are representative of those an employee encounters and must be met to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)

  • Nationwide travel – 25%
  • Some lifting
  • Stress related to customer and emergency situations
  • Working locations outside of normal office environment
  • Standard weekly job hours:  40 hours
  • Travel requirement: Up to 25% travel

We foster a positive, equitable and progressive workforce and are committed to accommodating applicants with disabilities throughout the hiring process. We will work with applicants requesting accommodation at any stage of this process. If you require any accommodation during the application and hiring process, please contact Human Resources, Christy Walsh at Please note that this contact is for accommodation purposes only. Applications will not be accepted via email.

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