Sr. Training Specialist (ShopField)

Xylem is a Fortune 500 global water solutions company dedicated to advancing sustainable impact and empowering the people who make water work every day. As a leading water technology company with 23000 employees operating in over 150 countries Xylem is at the forefront of addressing the worlds most critical water challenges. We invite passionate individuals to join our team dedicated to exceeding customer expectations through innovative and sustainable solutions.

Were Hiring a Sr. Training Specialist (Shop/Field) in the West!

Job Summary:

The Sr. Training Specialist plays a critical role in ensuring that the organizations service operations are efficient and effective. This position involves conducting detailed analyses of service processes identifying areas for improvement and developing and implementing service plans. The Sr. Training Specialist collaborates with cross functional teams to address service issues perform root cause analysis and implement corrective actions. Additionally this role involves training and mentoring junior staff.

What youll do:

Service & Operations Management

Monitor maintain and improve service levels availability and performance across shop and field operations

Identify troubleshoot and resolve service issues; lead service improvement plans and corrective actions

Support service operations through standard work procedures work planning and execution guidance

Collaborate with service operations engineering supply chain and vendors to resolve systemic issues and improve service delivery

Conduct regular service reviews and provide data-driven recommendations to leadership

Incident Problem & Change Management

Receive log prioritize and resolve incident tickets

Act as an escalation point for complex or high-risk service and technical incidents

Communicate incident status and resolution progress to stakeholders

Lead post-incident and post-change reviews; implement preventive and corrective measures

Identify recurring issues perform root cause analysis and implement permanent fixes

Review approve coordinate and communicate change requests to minimize service disruption

Training Coaching & Technician Development

Design deliver and continuously improve technical safety and compliance training programs for shop and field technicians

Lead onboarding skills assessments certifications and ongoing professional development initiatives

Coach mentor and guide technicians in troubleshooting preventative maintenance safety and customer interaction

Address performance gaps through targeted coaching corrective action plans and retraining

Promote a culture of continuous learning accountability safety and empowerment

Technical Leadership & Field Support

Perform and oversee advanced diagnostics and service activities on complex mechanical electrical diesel and multi-system equipment

Serve as a technical escalation resource for technicians distributors and service partners

Proactively identify assess and mitigate safety risks on company- and customer-owned equipment

Support preventative maintenance strategies parts usage best practices and service documentation

Safety Quality & Compliance

Champion a strong safety culture and ensure safe working environments

Develop and deliver safety training aligned with company policies DOT FMCSA and industry regulations

Conduct audits inspections and quality reviews to ensure compliance with service and training standards

Ensure consistent application of safety quality and operational standards across internal teams and distributor networks

Customer Distributor & Vendor Engagement

Act as a trusted technical advisor to customers and distributor partners

Interface directly with customers to support service quality training needs and issue resolution

Translate complex technical information into clear actionable guidance

Manage service-related customer concerns by diagnosing issues aligning expectations and driving resolution

Support distributor performance through training technical guidance and service standard alignment

Manage vendor relationships monitor performance and support contract and SLA reviews

Reporting Knowledge Management & Continuous Improvement

Collect analyze and report on service performance training effectiveness technician capability and quality metrics

Identify trends skill gaps and improvement opportunities using service data and customer feedback

Develop and maintain standard work job aids technical documentation and knowledge articles

Drive continuous improvement through process refinement knowledge sharing and adoption of industry best practices

Proactively identify potential service safety or performance risks and address them before escalation

High Impact Behaviors:

Continuous Professional Development: Professionals should be committed to lifelong learning seeking out opportunities for self-improvement and staying abreast of industry trends and best practices.

Collaboration and Teamwork: Effective professionals understand the value of collaboration. They work well with others contribute to team goals and understand that diverse perspectives can lead to better solutions.

Results Driven Performance: High performing professionals focus on delivering results. They set high standards for their own performance and are committed to achieving objectives efficiently and effectively.

What youll bring:

Join the global Xylem team to be a part of innovative technology solutions transforming water usage conservation and re-use. Our products impact public utilities industrial sectors residential areas and commercial buildings with a commitment to providing smart metering network technologies and advanced analytics for water electric and gas utilities. Partner with us in creating a world where water challenges are met with ingenuity and dedication; where we recognize the power of inclusion and belonging in driving innovation and allowing us to compete more effectively around the world.