Manager Services and Rentals WSS

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

Manager Service & Rental WSS is responsible for leading and delivering Xylem’s Service, Aftermarket & Rental offering establishing company networks and customer opportunities as well as managing the growth and synergy required for excellence. Reporting to the Director Sales & Service WSS, AMETI the incumbent uses marketing intelligence and customer insights to identify trends, opportunities, competitor activity and customer needs to identify areas of competitive advantage to grow current and potential markets in Service, Aftermarket Sales & Rental.

At the same time, the Manager Service & Rental will be leading the operational Service/Rental team through the day to day running of the business by maximizing labour allocation, service capacity and quality, identifying and delivering training needs and that competency standards are adhered to. The incumbent must promote a strong culture of safety and quality assurance among staff in service and rental to meet customer demands. The role has a broad remit across South Africa and requires working with Sales leaders and teams in complementary segments to maximise Xylem’s offering and footprint to ultimately grow our revenue and pitch Xylem as a total solutions provider in the Service, Aftermarket & Rental markets. The role is also responsible for the management of the organisation’s Rental Fleet.

ACCOUNTABILITIES

• Responsible for the operational leadership to support our customers from a Lifecycle Services perspective, as well as identifying and developing new opportunities for growth and diversity of product range in both rental and services offering.

• Drive EHS & Compliance across the business, leading a zero-harm culture.

• Develop business plans and particularly Rental to achieve growth targets for our growth centre product and service offerings across South Africa.

• Deploy technology initiatives, packaged offers, go to market strategies, digital marketing initiatives, competitor analyses on current vs future states to determine appropriate pricing, discounting, supply chain, distribution models and go to market strategies to achieve desired growth in segment.

• Responsible for developing strategy and execution plans to drive growth through Lifecycle Services Partner programs.

• Working with Supply Chain to ensure adequate and appropriate stock levels of spare parts and rental assets are kept meeting customer demands and future growth for Lifecycle Services and allows for the timely repair and deployment of products.

• Working with FP&A team to monitor, analyse and report on progress of the Lifecycle Services business and market opportunities.

• Improves employee product knowledge and unique value proposition across the company of Lifecycle Service offerings.

• Works in conjunction with Product Marketing, SLT, Sales Managers and Service Managers to utilise trade shows and other campaigns to access new and existing customers and thereby maximise product placement and educational opportunities.

• Is the primary point of contact for all enquiries from Product Managers, GCs regarding Lifecycle Services matters in WSS.

• Responsible for measurement and improvement of customer metrics in segment such as lead generation and Net Promoter Score.

• Implements software technology to improve process efficiency as required including, Service Software, Rental Software and Salesforce.

• Drives Service Managers to identify, Continuous Improvement, Near Miss (Employee Reporting) and promote ‘best practice’ initiatives across all service departments. Ensures policies and procedures are implemented and then adhered to.

• Attends industry networking and workshop events to improve level of market intelligence, improving efficiency and safety.

• Has effective 1:1 with direct reports and Lifecycle Services team meetings on a regular basis.

• Manages 3rd party providers engaged to facilitate support to our customers, ensuring they are inducted and comply with all requirements under EHS & Compliance.

• Ensure appropriate qualifications and training of Lifecycle Services staff to perform duties, with development programs in place according to Xylem CPG.

• Ensure Xylem has appropriate licenses to carry out works as a Contractor in each state & territory.

• Produces monthly reports, weekly updates, financial forecasting as required.

• Drives a culture of community engagement, collaborating and leading Watermark initiatives.

IMPACT

• Impact is strategic and tactical, translating broader growth plans and making conscious choices about resource allocation, capital spend and offering to deliver profitability, growth, lead generation, share and other targets.

COMMUNICATION

• Ability to communicate effectively with all levels, to maintain relationships and foster cooperation in pursuing goals. 

• Must be able to influence, negotiate, and communicate well.

INNOVATION

• Scope to deliver increased revenue through adopting new ideas for market penetration, conquest and growth.

• Modify existing methods of operation to generate revenue consistent with business goals.

RISK

• Operational and EHS compliance risk if service processes, safety standards or contractor obligations are not consistently met.

• Financial and utilisation risk through inaccurate forecasting, poor asset management or sub‑optimal rental fleet deployment.

• Customer and reputation risk if service delivery, responsiveness or quality fail to meet expectations.

DECISION MAKING AUTHORITIES

• Responsibility for western region Lifecycle Services targets.

KEY RELATIONSHIPS

Internal:  Director Sales & Service WSS, Water Infrastructure Managers, Sales & Industry Marketing Director, Lifecycle Services employees, Sales and Marketing employees, PMA&E Director, Supply Chain, HR Business Partner, Global  & Functional Support teams.

External:  Suppliers, Customers, Partners

REQUIRED KNOWLEDGE/SKILLS / EDUCATION / QUALIFICATIONS

• Tertiary or Trade qualifications in the field of engineering, dewatering, marketing or business.

• A minimum of 10 years’ experience in Service & Aftermarket Sales, preferably in pumping or an engineering environment.

• Strong commercial and operational experience in similar role.

• Experience managing sales teams and customer relationships.

KEY COMPETENCIES

• Technical knowledge and problem solving

• Accountability to meet set targets and generate revenue

• Strategy enablement & execution

• Developing capability within team

• Demonstrated Leadership and development

• Team management in line with company values

• Cross boundary collaboration

• Cross boarder customer management

• Continuous Improvement mindset

LOCALLY REQUIRED INFORMATION

• Domestic and international travel is required.   

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.