Field Service Supervisor

Veolia in North America is the top-ranked environmental company in the United States for three consecutive years, and the country’s largest private water operator and technology provider as well as hazardous waste and pollution treatment leader. It offers a full spectrum of water, waste, and energy management services, including water and wastewater treatment, commercial and hazardous waste collection and disposal, energy consulting and resource recovery. Veolia helps commercial, industrial, healthcare, higher education and municipality customers throughout North America. Headquartered in Boston, Veolia has more than 10,000 employees working at more than 350 locations across North America.

Position Purpose: 

The Supervisor of Meter Services is responsible for the overall environment of the meter group including office and field service operations. The supervisor will support the day-to-day operation reporting directly to the Director of Customer Service. The supervisor will assist in the oversight of meter installation vendors, contacts with the regulator, and take the lead on special projects and corporate initiatives. The role will provide direct supervision to the meter readers and customer field service person job classifications. This position requires very strong leadership, communication skills, mentoring and coaching, thorough understanding of the metering processes and customer billing system, the Advanced Metering Infrastructure (AMI), Idaho Public Utility Commission (IPUC) regulatory rules, with a focus on policy, process adherence, and drive for improvement.

Primary Duties/Responsibilities: 

• Manage the installation of meters for new properties and work closely with the Engineering (New Business) and Planning Departments to ensure customer needs are met timely.
• Schedule and supervise daily field work and field staff including weekly field visits to ensure all field staff members are following all safety standards, as well as, optimally routing their work orders to ensure efficiencies.
• Manage day to day productivity and hold meter readers and customer service person field staff accountable to production metrics.
• Manage call escalations for customers with immediate field customer service needs.
• Manage the meter reading schedules and staff to ensure all cycles are read timely and within appropriate bill windows in CC&B while minimizing estimated reads.
• Daily reporting on key performance indicators to upper-level management either via email, tracking spreadsheet or other programs.
• Manage all daily / weekly / monthly controls for auditing purposes.
• Assist the Customer Service and HR Leaders in the recruitment process.
• Assist the Customer Service and HR Leader with counseling, evaluation and motivation of personnel.
• Identify staff training needs, provide and deliver recommended training solutions.
• Closely work with the Leader(s) of Customer Service to develop strategies and plans for collection activities.
• Assist, as needed, with coverage of the Customer Service Department at Veolia Water.
• As requested, manage other initiatives such as, but not limited to, Strategic Metering, Advanced Metering Infrastructure and Automating Work Order Management.
• Work closely with all meter contractors to meet project objectives timely, track project completion and drive positive results.
• Computer skills are required.
• Incumbents must have a passion for serving customers and providing an exceptional customer experience.
• Work closely with Human Resources and Collective Bargaining Union Representatives as it relates to employee/disciplinary matters or concerns.

Work Environment:

• Ability to travel when required.
• This position requires the incumbent to work both in an office setting and in the field with the ability to navigate over uneven terrain in inclement weather at times.

Education/Experience/Background: 

• Bachelor’s Degree in Business, Engineering or similar discipline.
• 3-5+ years of experience leading a team preferably in a union environment
• Expertise and experience required as it relates to internal control structure, policies, procedures and compliance

Knowledge/Skills/Abilities: 

• Demonstrated ability to deal with customers, clients and regulators in a courteous, professional and diplomatic manner.
• Ability to multitask, handling multiple deadlines and projects in a fast-paced environment.
• Strong oral, written, and interpersonal skills.
• Knowledge of field service/metering including backflow assemblies is a plus.
• Ability to prepare written technical reports and interact effectively and diplomatically with management and/or bargaining unit employees as well as regulators, consultants, municipal officials, health officers, customers, contractors, and the general public.
• Familiarity with computer applications such as CCB, CityWorks, PeopleSoft, and Google applications.
• Must be able to work under stressful conditions and must use sound business logic to make quick and concise decisions.
• Experience with developing and managing a budget for both CapEx and OpEx spend.
• Leadership qualities needed to motivate and direct staff.
• Familiarity with computer applications i.e. Excel, Word, CC&B, CityWorks, PeopleSoft, and Google applications etc.
• Must be able to see clearly and hear. Must be able to speak, give direction and converse with others fluently in English.
• Must be able to learn new technological advances in the water industry and train personnel.

Required Certification/Licenses/Training: 

• Valid State Driver’s License.

Physical Requirements:

• Ability to sit and/or stand for extended time periods viewing computer screens and using keyboard and mouse.

Benefits: Veolia’s comprehensive benefits package includes paid time off policies, as well as health, dental, vision, life insurance, savings accounts, tuition reimbursement, paid volunteering and more. In addition, employees are also entitled to participate in an employer sponsored 401(k) plan, to save for retirement. Pay and benefits for employees represented by a union are outlined in their collective bargaining agreement.

We are an Equal Opportunity Employer! All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

Disclaimer: The salary, other compensation, and benefits information is accurate as of the date of this posting. The Company reserves the right to modify this information at any time, subject to applicable law.