Sr. Training Specialist (Shop/Field)

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. We're Hiring a Sr. Training Specialist (Shop/Field) in the West Job Summary: The Sr. Training Specialist plays a critical role in ensuring that the organizationu2019s 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 you'll do: Service & Operations Management u00b7 Monitor, maintain, and improve service levels, availability, and performance across shop and field operations u00b7 Identify, troubleshoot, and resolve service issues; lead service improvement plans and corrective actions u00b7 Support service operations through standard work, procedures, work planning, and execution guidance u00b7 Collaborate with service operations, engineering, supply chain, and vendors to resolve systemic issues and improve service delivery u00b7 Conduct regular service reviews and provide data-driven recommendations to leadership Incident, Problem & Change Management u00b7 Receive, log, prioritize, and resolve incident tickets u00b7 Act as an escalation point for complex or high-risk service and technical incidents u00b7 Communicate incident status and resolution progress to stakeholders u00b7 Lead post-incident and post-change reviews; implement preventive and corrective measures u00b7 Identify recurring issues, perform root cause analysis, and implement permanent fixes u00b7 Review, approve, coordinate, and communicate change requests to minimize service disruption Training, Coaching & Technician Development u00b7 Design, deliver, and continuously improve technical, safety, and compliance training programs for shop and field technicians u00b7 Lead onboarding, skills assessments, certifications, and ongoing professional development initiatives u00b7 Coach, mentor, and guide technicians in troubleshooting, preventative maintenance, safety, and customer interaction u00b7 Address performance gaps through targeted coaching, corrective action plans, and retraining u00b7 Promote a culture of continuous learning, accountability, safety, and empowerment Technical Leadership & Field Support u00b7 Perform and oversee advanced diagnostics and service activities on complex mechanical, electrical, diesel, and multi-system equipment u00b7 Serve as a technical escalation resource for technicians, distributors, and service partners u00b7 Proactively identify, assess, and mitigate safety risks on company- and customer-owned equipment u00b7 Support preventative maintenance strategies, parts usage best practices, and service documentation Safety, Quality & Compliance u00b7 Champion a strong safety culture and ensure safe working environments u00b7 Develop and deliver safety training aligned with company policies, DOT, FMCSA, and industry regulations u00b7 Conduct audits, inspections, and quality reviews to ensure compliance with service and training standards u00b7 Ensure consistent application of safety, quality, and operational standards across internal teams and distributor networks Customer, Distributor & Vendor Engagement u00b7 Act as a trusted technical advisor to customers and distributor partners u00b7 Interface directly with customers to support service quality, training needs, and issue resolution u00b7 Translate complex technical information into clear, actionable guidance u00b7 Manage service-related customer concerns by diagnosing issues, aligning expectations, and driving resolution u00b7 Support distributor performance through training, technical guidance, and service standard alignment u00b7 Manage vendor relationships, monitor performance, and support contract and SLA reviews Reporting, Knowledge Management & Continuous Improvement u00b7 Collect, analyze, and report on service performance, training effectiveness, technician capability, and quality metrics u00b7 Identify trends, skill gaps, and improvement opportunities using service data and customer feedback u00b7 Develop and maintain standard work, job aids, technical documentation, and knowledge articles u00b7 Drive continuous improvement through process refinement, knowledge sharing, and adoption of industry best practices u00b7 Proactively identify potential service, safety, or performance risks and address them before escalation High Impact Behaviors: u2022 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. u2022 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. u2022 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 you'll bring: Education & Experience + High school diploma or GED required. + Associateu2019s Degree in Diesel Technology or Heavy Equipment Repair preferred; OR a bacheloru2019s degree in Electrical/Mechanical Engineering or a related field with a minimum of 4 years of relevant experience; OR equivalent practical experience demonstrating strong technical foundations. + 5u201310+ years of progressive, hands-on experience in heavy-duty diesel repair. + Minimum 3u20135 years of experience as a technical trainer or instructor within a shop, fleet, dealership, or OEM environment . Technical Expertise + Advanced hands-on proficiency working with complex mechanical, electrical, diesel, and multiu2011system equipment. + Experience developing and delivering structured technical training programs across classroom, handsu2011on, and virtual formats (preferred). + Proven ability to create technical content including SOPs, training materials, guides, and assessments (preferred). + Strong diagnostic capabilities, including emissions, aftertreatment, and advanced electrical systems (certifications preferred). + Proven ability to serve as a technical escalation point for complex, highu2011risk, or critical service issues. Safety & Compliance + In-depth knowledge of safety regulations, hazard mitigation, and compliance standards (e.g., DOT, FMCSA, and industry guidelines). + Experience conducting safety training sessions, audits, inspections, and quality reviews. + Demonstrated experience delivering technical and safety training programs for field service technicians (preferred). Analytical & Operational Skills + Strong analytical abilities with experience using data tools (e.g., Excel, SQL). + Ability to interpret service data, field trends, and customer insights to drive continuous improvement. + Experience with inventory management systems and the ability to develop and implement inventory optimization strategies. + Strong problemu2011solving skills and attention to detail. + Experience supporting service operations, distributor performance, and continuous improvement initiatives. Communication & Leadership + Excellent written and verbal communication skills, with the ability to translate complex technical concepts into clear, actionable guidance. + Strong coaching and mentoring capabilities to support onboarding, skill development, and performance improvement (preferred). + Ability to collaborate effectively across teams to resolve systemic service, quality, and training challenges. Other Requirements + Ability to travel 50u201370% as needed. Certifications: + ASE Medium/Heavy Truck (T-Series) certifications required; ASE Master Technician strongly preferred. + OEM certifications from Cummins, John Deere, Caterpillar, Detroit Diesel, or PACCAR preferred. + Certifications in emissions, aftertreatment, or advanced electrical diagnostics preferred. 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. At Xylem, you'll not only contribute to solving water issues but also have the chance to make a difference through our paid Volunteer Program, Xylem Watermark. We prioritize our employees' well-being through inclusion and belonging as well as our Employee Resource Groups (ERG). Proud to be an Equal Employment Opportunity (including disability and veterans) and Affirmative Action workplace, Xylem fosters an inclusive environment free from discrimination or harassment. Please note that the information in this job description outlines the general nature of the position and is not an exhaustive list of duties. Xylem is dedicated to providing reasonable accommodations to enable all employees to perform their essential job functions. We reserve the right to modify this job description and assign additional duties as needed. Embrace the opportunity to be part of Xylem's transformative journey in shaping the future of water technology #XylemCareers #GlobalImpact #WaterInnovation

Created: 2026-02-18