Inside the work of a Xylem AQUA pro

At Xylem's NY Metro branch, AQUA pro service professionals are more than technicians - they're essential partners, trusted to keep water systems running smoothly in some of the region's most important facilities. Whether supporting pharmaceutical manufacturers, life sciences labs, or healthcare campuses, the team brings precision, expertise, and a strong commitment to customer success.

Serving major institutions in the healthcare and cosmetic industries, NY Metro delivers high-purity water systems, SDI tank exchanges, and intelligent wastewater solutions like Water One® WX - supported by real-time monitoring and a responsive service team. With a base of over 7,000 active contracts, the branch plays a vital role in supporting operations where water quality and reliability are the cornerstone of production.

At the heart of that effort are the AQUA pros - field experts who combine technical know-how with a deep commitment to service.

See that dedication in action as we follow Denver Thomas through a day on the job.

How did you become an AQUA pro?

I'm originally from Jamaica and came to the U.S. when I was about 16. After high school, a friend of mine who worked at Xylem told me about the job. He recruited me, and I've been here for the past 21 years.

What does a typical day look like for you?

I split my time between building systems and installing them on customer sites. Somedays, I'm in the shop building softeners - putting together valve heads and bypasses for the vessels. Other days, I'm on the road doing installs.

If I'm heading to an install, the day starts early. I inspect my truck first, then clock in around 7:30 a.m., or earlier if there's a long drive. I could be heading to New York, New Jersey, Connecticut - it all depends on where the customer is.

The systems I install range from deionization skids to reverse osmosis units, water softeners, multimedia carbon systems, and even recirculating loops with pumps. Some are compact setups, like Sentra units for labs. Others are large-scale pharmaceutical setups where we've been reviewing the install plan for weeks ahead of time.

How do you bring your expertise to each unique job?

Very few jobs go exactly according to the floor plan. There's always something - tight spaces, missing parts, site layouts that don't match the drawing. You've got to improvise and problem-solve on the spot.

What I love most is seeing something through from start to finish. When the solution works exactly how it's supposed to, and I know I made that happen - that's a good feeling.

What do you enjoy most about your work?

There's a real sense of benefiting the community. The systems we install are used in medical labs for bloodwork and testing. Water quality matters. If it's off, people could get the wrong results.

Knowing that I play a part in making water safe and reliable, that what I install will help someone do their job better or stay healthy - that means a lot to me.

Plus, I enjoy the variety. No two days are ever the same. I work with a great team, and I'm proud to be part of it. It's the kind of environment where everyone is respected for what they bring to the table. I feel like I belong here. I hope to stay here for the rest of my career - I'm looking forward to retiring from this job one day.

Explore how AQUA pros like Denver help safeguard water quality in the facilities our communities rely on.