Field Services System Lead

Aqua, an Essential Utilities company, employs people in a variety of roles within our eight-state footprint, ranging from field workers and customer service representatives who are on the front lines working with customers, to scientists and engineers who help ensure we're delivering reliable water and wastewater services to our communities. If you're looking for a rewarding career helping improve our environment and protect our natural resources, we encourage you to join our team!

About Essential Utilities

Essential Utilities, Inc. delivers safe, clean, reliable services that improve quality of life for individuals, families, and entire communities.

Operating as the Aqua (water and wastewater services) and the Peoples and Delta (natural gas) brands, Essential serves approximately 5.5 million people across 10 states. We are committed to sustainable growth, operational excellence, a superior customer experience, and premier employer status - including a competitive and comprehensive benefits package as well as a commitment to career growth opportunities.

We are advocates for the communities we serve and are dedicated stewards of natural lands, protecting more than 7,600 acres of forests and other habitats throughout our footprint.

Our company is one of the most significant publicly traded water, wastewater service and natural gas providers in the U.S.

Are you looking for a fantastic career at Aqua America? We have a great opportunity for a Field Services System Lead. This position assists in workload distribution, adjusting field personnel and customer schedules. They manage and monitor field operations in the Company's workforce management system for all of Aqua's service territories nationwide. Additionally, the Field Services System Lead provides operational metrics and various reports to reflect state of the business. The Field Services System Lead actively provides input to improve business processes and results, and provides direction in line with the Company's mission to assure standards of service to the customer is maintained in accordance with Company objectives and Public Utility Commission requirements in various states.

Responsibilities and duties:

• Provides team leadership in the area of dispatching and electronic workforce management.
• Develops understanding of customer services, call center and service order dispatch functions' software and hardware operational needs.
• Develops strong understanding of the company's field management and dispatch application, work order management system, enterprise asset management, routing, automatic vehicle location, business intelligence reporting and mobile platforms.
• Work closely with local Divisions, Customer Service, New Business, and Technical Services to assist with appointment scheduling, work order and service order generation, account inquiries, order status, and cancellations.
• Ensures overnight auto-dispatch process was executed correctly and the manual dispatching of same-day orders is handled in a timely manner.
• Maximizes field efficiency through use of system features; help improve and enforce proper system use, ensure field employees are set up in the most efficient manner.
• Analyzes and prepares operational reports using field data for Field Services to investigate patterns of work order types, field employees, travel and completion times to improve efficiencies.
• Assists management in refining programs while supporting daily workload distribution, adjusting as needed and handling schedules for personnel and customers.
• Act as the primary liaison between Operations and appropriate field personnel, field supervisors and other departments during incidents, occurrences, and disruptions, providing critical information. Responsible for research and delivery of status and impact information. Coordinate impacted customer communication and data.
• Ability to create work orders in Aqua's Customer Information System and to perform account and service order investigations as well as system trouble shooting and general support.
• Performs other duties as required.

Qualifications:

• The successful candidate for this position will be a high school graduate, degree preferred, with three or more years of business experience in a Customer Service or Customer Field Service capacity.
• Employee must be available to work a Monday through Fridayschedule, alternate shift schedules and overtime during emergency situations, if needed.
• General industry knowledge and general knowledge of Aqua company operations is required.
• Experience in a dispatch environment is a plus.
• Candidates must be familiar with use of personal computers and be proficient with Microsoft Office, specifically Excel and comfortable with using web-based data systems.
• Must possess excellent verbal and written communication skills and the ability to work with personnel at all levels of the organization.
• Candidates must have a demonstrated ability to pick up new concepts quickly and put them into practice.

Aqua, an Essential Utilities company is an Equal Opportunity / Affirmative Action employer. Equal employment opportunity is provided to all employees and applicants for employment without regard to the following legally protected characteristics: race, color, religion, sex, national origin, age, pregnancy (including childbirth and related medical conditions, including medical conditions related to lactation), physical or mental disability, covered-veteran status, genetic information (including testing and characteristics), sexual orientation, gender identity or expression or any other characteristic protected by applicable local, state or federal law.
Aqua is committed to providing reasonable accommodation to individuals with disabilities. If you have a condition that may prevent you from applying for a job online or need to request an accommodation during the interview process, please call (1-877-271-9012).
To maintain the integrity of the recruitment process and to avoid real or perceived conflicts of interest due to employment and/or assignment of family members and personal referrals, specific guidelines apply to the hiring and assignment of these individuals including, but not limited to:

• Family members cannot result in a supervisor/subordinate reporting relationship
• Family members cannot work in the same department.