Supervisor, Customer Field Service And Daytime Dispatch

Purpose

Supervises and coordinates utility staff in all aspects of the daily routines that pertain to Field Service. The incumbent will supervise adjustments to day-time dispatch including prioritization, scheduling, dispatch communications, emergency response, and completion tracking. Responds to internal and external customers’ inquiries, complaints and problems. Ability to independently solve difficult problems. Carries out and enforces Company policies and safety rules to assure a safe workplace. Shares in the responsibility for the daily Field Service operations. This role will prioritize adherence to compliance, standards, codes and regulations, as well as current industry practices designed to ensure the safety of Liberty workers, customers and the general public.

Accountabilities

• Crew management: Review and continually monitor available field resources and work practices in order to ensure a high level of productivity and efficiency.
• Conducts safety meetings per Company requirements
• Keeps Operations Manager aware of all departmental functions, problems, and needs
• Develops and manages meter box clean-out program
• Manages and provides leadership to the Operations Department. Responsibilities include:
• Supervises, oversees, and reviews all Operators’ work assignments
• Travels occasionally
• Notify dispatch when a job can't be completed so it can be ""unscheduled""
• Checks weekly time tickets and approves time off for employees
• Maintain personnel accountability as required and employ progressive disciplinary measures when applicable.
• Meter Testing Program
• Developing and conducting training programs for department personnel
• Confirm crew scheduling using Click tool
• Complete work orders in sequence based on schedule provided to meet appointment blocks, optimize driving routes, and minimize the need for rescheduling to the following day
• Ensure safe, reliable and compliant operations
• Completing performance appraisals, setting goals and providing guidance to and development of staff
• Tracks and reports fieldwork statistics monthly
• Recruiting, planning, organizing and directing work, supervising, and training the department in all department operations, daily functions, processes, procedures, requirements, etc
• Designing processes and procedures to efficiently utilize technology
• Generates safety and accident reports and distributes to the appropriate departments
• Provides customer field support by assigning employees to perform field service duties, including turn-ons, turn-offs, lock-offs, meter checks, and related customer activities
• Promoting, disciplining, and terminating department staff in coordination with other members of management
• Track inventory using PC tablet to enable effective tracking of materials inventory level and project costs
• Performs various other duties as may be assigned by the General Manager, Operations Manager, or designated staff
• Complete all work tracking on PC tablets in real time (all events/actions), create new work orders if follow up work is required
• Complies with all safety policies, practices, and procedures. Reports all unsafe activities to supervisor, Manager of Safety Services, and/or Human Resources
• Works weekends, holidays, and extra time as required
• Establish clear communication of departmental expectations, goals and procedures and ensure that their supporting direct reports meet both divisional and company objectives.
• Ensure the safety of field workers, especially those that work alone, is being regularly monitored.
• Complies with all safety policies, practices, and procedures. Reports all unsafe activities to supervisor, Manager of Safety Services, and/or Human Resources
• Coordinates and oversees length-of-service meter replacements
• Inspects and oversees maintenance and construction work being done by Liberty Utilities employees and/or outside contractors
• Manages and provides leadership to the Operations Department. Responsibilities include:
• Recommending improvements toward optimization of the department
• Drives Company vehicles and helps maintain cleanliness
• Directs meter change outs in coordination with Field Service department
• Lead a team safety culture, where all team members complete their duties while keeping Safety top of mind.
• Answers public inquiries and complaints in a tactful and courteous manner

Education and Experience

• Able to act promptly in emergency situations.
• Must have basic computer skills, including PC Windows operations knowledge and experience with PC laptops or tablets. Must have experience with word processing, spreadsheet, and database software.
• Must have a minimum of seven years of experience in the utility industry in a field/customer service leadership position.
• Must possess a high school diploma or G.E.D. (or equivalent skills and knowledge).
• Must possess a Grade 3 Water Distribution Certificate and T2 Treatment issued by the SWRCB DDW or be able to obtain it within 18 months of hire date. Grade 4 Water Distribution is desired.
• Have good verbal and written skills to communicate in English with internal and external customers under normal and adverse conditions.
• Be proficient in the use and functions of the (C.I.S.) Customer Information System

Program.

• Must have a high degree of accuracy.
• Able to follow Company rules, procedures, and directions from a supervisor.
• Must have a valid California Class C driver license with an acceptable driving record.
• Must be able to work independently and responsibly with minimal supervision.
• Understand the basic day-to-day operations of the Utility Service Department.
• Must be able to lead and manage a department.
• Manager Investigation – Water Audits (location specific)
• Be able to exercise independent judgment, discretion, professionalism, and tact in all areas of work including
• Be proficient in use and functions of Infinity Mobile.
• Must possess organizational and problem solving skills with effective math skills.

matters of a sensitive and/or confidential manner. • Able to interact and communicate in a positive and constructive manner.

• Able to work weekends, holidays, standby, and extra time as required.
• Be able to travel occasionally.
• Be able to drive Company vehicles.
• Maintain effective and cooperative working relationships with those contacted in the course of work. This includes, but is not limited to, those to whom the position reports to, supervisors, coworkers, public, vendors, etc.

Compensation

$102,000 - $153,000 DOE