Technical Support Engineer

The Technical Support Engineer role at Xylem supports AMI/AMR software and hardware across three utility markets, combining hands-on troubleshooting with responsive customer assistance. Based in Uniontown, PA on an onsite basis, this position blends phone and on-site support to resolve technical service requests while meeting response expectations and customer satisfaction goals.

The role

The Technical Support Engineer will provide AMI/AMR software and hardware and technical support for three main utility markets. Work includes supporting customers by handling service requests through AMI/AMR systems, escalating issues when needed, and using internal resources to drive solutions.

Responsibilities

• Deliver software and hardware support by phone and, as needed, on-site for AMR/AMI systems.
• Provide telephone support with a strong understanding of response time commitments, call escalation procedures, and customer satisfaction.
• Support day-to-day Technical Service requests coming from Sales, Distributors, PM, and external customers, using AMR/AMI systems, with an expectation of 8 to 10 support calls per day.
• Resolve customer issues using prior experience, current working knowledge, or the knowledge management tool within Salesforce.
• Provide excellent customer service to customers.
• Perform additional duties and responsibilities as needed based on organization requirements.
• Travel up to 10% of the time for project support, field support issues, or internal training.
• Participate in Xylem Watermark volunteer activities.

Requirements

• Earned a Bachelor of Science Degree in computer science, network administration, or electrical engineering, or have equivalent experience (desirable).
• Experience with some or all of the following: Intermediate UNIX/Linux command line, MySQL, SQL and basic SQL commands, plus network troubleshooting.
• Flexibility to work non-standard hours Monday through Friday with a rotating on-call schedule.
• Excellent verbal and communication skills for phone support of software/hardware products.
• Self-starter mindset with the ability to take initiative on issues with minimal supervision.
• Ability to collaborate in a team environment of engineers while maintaining high quality standards and supporting aggressive goals.

Technologies

• AMI
• AMR
• UNIX/Linux command line
• MySQL
• SQL
• Salesforce
• Knowledge management tool