Service Center Specialist at Xylem Services USA LLC — Ashland, VA

Service Center Specialist

Pay Range: $25-28/hour (Starting pay dependent on skills, experience, and location) Location: Ashland, VA

Overview: As a Service Center Specialist, you will be responsible for delivering high-quality mechanical and electrical service support—including troubleshooting and repairs—via phone, in-shop, and at field locations. This role also provides essential sales, administrative, and operational support, ensuring customer contracts, billing, invoicing, and administrative issues are resolved efficiently. You will contribute to proper documentation, payment processing, and timely resolution of customer concerns, ultimately supporting multiple business units to deliver excellent service. We offer a comprehensive benefits package, including Paid Time Off (PTO) for hourly positions, health, dental, vision, an investment savings plan, and more.

Core Responsibilities: To be successful in this position, you must be able to perform each essential duty satisfactorily:

• Troubleshoot and repair equipment and products by phone, in the shop, and at customer sites.
• Respond promptly to inbound phone calls, online inquiries, and customer walk-ins.
• Perform standard and non-routine operations and logistics tasks, including scheduling technicians, deliveries, and equipment.
• Collaborate effectively with customers and branch staff to resolve issues and align on solutions.
• Process customer requests including rental quote generation, order placement, and contract renewals in-person, by phone, or via email.
• Accurately enter orders and arrange delivery per agreement terms, including coordination of freight.
• Review contract auto-renewals and support contract updates or changes, including purchase orders.
• Complete rental and equipment processes; schedule product pick-ups and prepare paperwork for customer sign-off.
• Support Service Shop Technicians with work orders and parts retrieval for repairs.
• Assist branch staff in compiling operational metrics and reports.
• Ensure proper time entry, billing, and payment updates for projects and service orders.
• Maintain up-to-date credentials and safety training for onsite technicians.
• Document process flows and ensure all service order details are complete.
• Create and maintain a safe workplace and promote a strong safety culture.
• Provide excellent service to both internal and external customers.
• Uphold a high-impact culture through innovation, accountability, and empowerment.
• Function well independently and as part of a team, following operational policies and procedures.

Qualifications

• High school diploma or equivalent plus 2 years of relevant work experience, or Bachelor’s degree with comparable expertise.
• Light construction experience preferred.
• Computer proficiency with Microsoft Suite (Outlook, Word, Excel, PowerPoint).
• Demonstrated troubleshooting ability and basic circuit testing knowledge.
• Familiarity with ERP systems, Field Service, and CRM applications such as MS Field Service or MS CRM.
• Strong organizational, communication, and collaboration skills.
• Understanding of general business and service center concepts.
• Basic math skills and understanding of IT business tools.
• Ability to work both independently and as part of a team with limited supervision.

High Impact Behaviors:

• Continuous Professional Development: Commitment to ongoing learning and industry best practices.
• Collaboration & Teamwork: Ability to work well within diverse teams to achieve shared objectives.
• Results Driven: Set and deliver high performance standards, focused on achieving effective results.

Benefits

We offer a competitive compensation package including: paid time off, comprehensive health benefits (Medical, Dental, Vision), 401(k) with company contribution, paid parental leave, tuition reimbursement, and opportunities for career growth and development.