Sr. Service Account Engineer

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 23,000 employees operating in over 150 countries, Xylem is at the forefront of addressing the world's most critical water challenges. We invite passionate individuals to join our team, dedicated to exceeding customer expectations through innovative and sustainable solutions.

Job Summary

The Pump Service Engineer is the front-line technical expert for our pump service and aftermarket business. This is a hands-on, field-oriented role responsible for supervising service work, leading troubleshooting and acting as the primary technical point of contact for customers. The engineer manages the full service lifecycle for assigned accounts — from inquiry and site diagnosis through to service completion and billing — with a strong focus on Aftermarket spare parts, replacement pumps, and service projects.

Suited to a practical, customer-facing engineer who is confident on the tools, comfortable leading a team on site, and capable of representing the company's technical capability directly to clients.

Responsibilities

Field Service & Technical Expertise

• Lead hands-on servicing, troubleshooting, and repair of pumps (including submersible pumps) at customer sites and in-house.
• Diagnose complex pump failures; conduct root-cause analysis and recommend corrective and preventive actions.
• Act as the pump technical expert with customers — explain findings, repair options, and recommendations clearly.
• Oversee installation, commissioning, maintenance, and overhaul of pump systems.
• Ensure all service work is carried out safely and in compliance with site, company, and regulatory safety requirements.
• Recommend and supply Aftermarket spare parts and replacement pumps based on diagnosis.

Service Supervision & Coordination

• Supervise and coordinate the daily activities of subcontractors on site.
• Prioritize work to ensure timely, quality service delivery.
• Ensure subcontractors follow safety, quality, and procedural standards.
• Oversee work in industrial environments, ensuring compliance with site and regulatory requirements.

Customer Management

• Own the service relationship for assigned accounts from inquiry to billing.
• Act as the customer's primary technical contact — communicate findings and progress proactively.
• Handle difficult or complex customer issues and complaints promptly and professionally.
• Prepare and present service reports, quotations, and technical recommendations.

Service Commercial

• Prepare accurate quotations, cost estimates, and scope of work.
• Monitor job costs; recommend cost-saving measures without compromising service quality.
• Ensure timely billing completion and follow-up on outstanding matters.

Qualifications & Experience

• Diploma or Degree in Mechanical / Electrical Engineering, or a related field. Hands-on experience is prioritized over academic level.
• Minimum 5 years in pump servicing, field service, or industrial maintenance.
• Hands-on pump servicing and troubleshooting experience required.
• Experience with submersible pumps strongly preferred.
• Aftermarket spare parts and replacement pumps experience preferred.
• Experience supervising a team or subcontractors on site.

• Class 3 Driving License required.
• Comfortable dealing directly with customers.
• Ability to manage complexity and coordinate external partners.
• Sound understanding of spare parts inventory management.
• Good organizational, communication, and interpersonal skills.

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.