Customer Support and Field Technician

Operations | Middletown, CT, United States
Job Details Apply
Job Details
We’re Hiring for a Customer Support & Field Technician!    
If you are excited and passionate about helping #LetsSolveWater, consider joining our team today!  Xylem, Inc. is a leading global water technology company servicing more than 150 countries and is dedicated to solving the world’s most challenging water issues.  We are looking for individuals to join our mission by exceeding customer expectations through smart sustainable solutions.  At Xylem, you will have the opportunity to solve water by participating in our paid Volunteer Program, Xylem Watermark!   
THE ROLE: The Customer Support & Field Technician will be responsible for resolving customer technical support issues, providing training, and providing technical field support for all HYPACK software products and related hydrographic survey equipment.  The successful candidate must work collaboratively across all HYPACK departments to deliver world-class service to every customer’s inquiries.  The candidate needs to be comfortable traveling, often on short notice, to deliver expert services and training to HYPACK customers around the world.  This is the ideal position for any early-to-mid career hydrographer seeking a challenging and fast-paced technical position! We offer a full benefits package to include Flexible Time Off (FTO) for salaried positions, health, dental, vision, investment savings plan, and additional miscellaneous benefits.       
CORE RESPONSIBILITIES:  To perform the job successfully, an individual must be able to perform each essential duty satisfactorily.     
When not on travel or on assignment in the field:  
  • Responds to customer telephone or email inquiries for technical support about HYPACK software and related hydrographic surveying equipment;
  • Troubleshoots and resolves customer support inquiries;
  • Documents customer cases, product complaints, and software issues;
  • Regularly writes knowledge articles to be shared with the customer base through newsletter or other company social media.
  • Periodically provide after-hours support, as required.
When on assignment in the field:  
  • Travels to customer site to install or train on HYPACK software.
  • Prepare and submit accurate and timely field service reports.
  • Travel will be required to international customers; expect to travel up to 120 days per year.
  • Other duties as assigned 
  • Education: High School Diploma or equivalent. 2- or 4-years of college preferred.
  • Evidence of career training progression through industry or government short courses or academic certificate programs in hydrography and/or dredging.
  • A minimum of 8 years industry or government experience in hydrographic surveying.
  • Work history to include a minimum of 5 years’ current experience using HYPACK software.
  • Must possess a current passport and valid driver’s license; must maintain a good driving record.
  • Strong communications skills; the abilities to ask questions, think critically, and actively seek guidance from others are essential.
  • Must possess excellent interpersonal skills, especially tact and patience; must be a team player.
  • Must show attention to detail and dedication to excellent customer outcomes.
  • Must show a willingness to learn, and a willingness to take on new responsibilities.
  • Must be able to multi-task and solve problems in a fast-paced environment.  
In this role, the working environment is subject to loud noises, fumes, and hazards that require knowledge and use of general PPE.
At Xylem, we embrace diversity and strive to create avenues where employees feel valued and appreciated through our DE&I initiatives and Employee Resources Groups (ERG).  Xylem is proud to be an Equal Employment Opportunity and Affirmative Action workplace.  Xylem prohibits discrimination, harassment of any kind and does not discriminate in employment on the basis of race, color, religion, sex or sexual orientation (including pregnancy and gender identity), national origin, political affiliation, marital status, medical conditions or disability, genetic information, age, or other non-merit factors.     
Join the global Xylem team today!  Xylem is a team creating advanced technology solutions to the world’s water challenges through developing new technologies and services that will improve the way water is used, conserved, and re-used in the future is central to our work. Our products and services move, treat, analyze, monitor, and return water to the environment, in public utility, industrial, residential, and commercial building services settings. Xylem also provides a leading portfolio of smart metering, network technologies and advanced analytics solutions for water, electric and gas utilities.   
Disclaimer: The information listed within this job description is designed to indicate the general nature of work expected for this position and shall not be viewed as a comprehensive inventory of all duties, responsibilities, and qualifications required in this position.  Employees must be able to perform the essential functions of the position satisfactorily and if requested, reasonable accommodations will be made to enable employees with disabilities to perform the essential functions of their job absent undue hardship.  Xylem reserves the right to modify this job description or assign other duties to this position as needed.  


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