Senior Service Manager

Position Summary

We’re Hiring for a Senior Service Manager!   

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 Senior Service Manager will be responsible for providing strategic level management to field service professionals 
across a complex geographical scope or of a significant revenue impact, with responsibility for attraction, retention, engagement, 
performance and development.  This role is involved in setting department budgets, managing to expenses, is actively involved in 
workforce planning, expected to address/resolve employee relations issues and translates customer requirements into workforce 
plans and objectives.  This role creates onsite visibility into KPIs and metrics and can provide input into metrics to management, 
should show the desire and ability to grow and develop, effectively applies all technical and operational requirements and actively 
leverages region wide resources, partners with all stakeholders to ensure successful customer and business outcomes, drives and 
improves processes to improve risk to employees and the business and makes risk worthy business decisions that address risk to 
financial performance.  This role also ensures product, system, and water quality and is responsible for monitoring/maintaining 
appropriate inventory levels for complex or multiple sites. 

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 and Tasks

• Create and maintain safe working environment and culture within the organization 
• Take care of company property 
• Defines and drives (proactive) customer management, employee management, safety management, interpersonal relationship and leadership skills 
• Demonstrates high impact culture through innovation, accountability and empowerment 
• Is agile in responding quickly to customer issues 
• Operational and strategic management 
• Autonomy to make decisions that impact divisional and cross-functional / commercial span of control 
• Ensures cost/revenue support the financial goals of the P&L 
• Provides proactive direction to commercial teams to ensure service center objectives are achieved 
• May provide direct supervisor to sales and other commercial colleagues 
• Demonstrates leadership behaviors across organizational boundaries of candid communication, collaboration, developing people, embracing DEI and innovation 

Position Requirements

Travel Requirements: 
• Some travel required 
• 20%-80% travel depending on division & location (overnight stays, away from home) 

Driving Requirements: 
• Driver Application for Employment 
• Motor Vehicle Report (MVR) 
• Forms: 
o Driver Disclosure and Release 
o Employee Applicant Drug and Alcohol Statement 
o FMCSA Certificate of Awareness 
o Driver Certificate of Violations 
o Driver Statement of On Duty Hours Road Test 
o Copy of Driver’s License 
o Copy of Medical Certificate 
 

Education Requirements: 
• Bachelor’s degree strongly preferred; or equivalent military experience; or applicable industry equivalent experience in lieu of degree 

Experience Requirements: 
• Ability to obtain all required customer clearances (TWIC, DISA, etc.) 
• Industrial or commercial process water experience required 
• Clean driving record 
• 2 to 4 years of technical work experience or 5 years of industry specific experience 
• Combined with 5 years of leadership/management experience 

Skill Requirements: 
• Proficiency with computers and business software, such as Microsoft Office, Skype, Oracle/SAP, cloud-based solutions 
• People management 
• Ability to communicate up/down/across 
• Ability to lead and motivate teams 
• Demonstrates critical thinking and complex troubleshooting in order to guide and advise team members and customers 
• Ability to defuse situations at a customer or internal issue. 

Additional Details

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.