Field Services System Lead

Aqua, Inc.; Brynmawr; On-site; GBP 30,000 - 50,000; Full time

Job summary

Join a forward-thinking company dedicated to environmental stewardship and community service. As a Field Services System Lead, you'll manage operations across multiple service territories, ensuring efficient workload distribution and high-quality customer service. This role is perfect for those with a passion for improving processes and enhancing service standards. With a commitment to career advancement and a comprehensive benefits package, this is an exciting opportunity to grow within a leading provider of essential utilities. If you're ready to make a difference, we encourage you to apply!

Qualifications

• Minimum three years of experience in Customer Service or Field Service roles.
• Proficiency with PCs and Microsoft Office, especially Excel.

Responsibilities

• Lead dispatching and electronic workforce management efforts.
• Analyze field data to generate operational reports for efficiency improvements.

Skills

Customer Service

Field Service Management

Dispatch Software Proficiency

Microsoft Office (Excel)

Communication Skills

Education

High School Diploma

Degree in a Related Field

Tools

Customer Information System

Work Order Management Software

Enterprise Asset Management Systems

Job description

Aqua, an Essential Utilities company, employs individuals in various roles across our eight-state footprint, ranging from field workers and customer service representatives working directly with customers, to scientists and engineers ensuring the delivery of reliable water and wastewater services to our communities. If you're seeking a rewarding career that helps improve the environment and protect natural resources, we encourage you to join our team!

About Essential Utilities

Essential Utilities, Inc. provides safe, clean, and reliable services that enhance quality of life for individuals, families, and communities.

Operating under the brands Aqua (water and wastewater services), Peoples, and Delta (natural gas), Essential Utilities serves approximately 5.5 million people across 10 states. We are dedicated to sustainable growth, operational excellence, delivering a superior customer experience, and maintaining our status as a premier employer—offering a comprehensive benefits package and opportunities for career advancement.

We advocate for the communities we serve and are committed to environmental stewardship, protecting over 7,600 acres of forests and habitats across our footprint.

As one of the largest publicly traded providers of water, wastewater, and natural gas services in the U.S., we are seeking a Field Services System Lead.

Job Description

This role involves assisting in workload distribution, managing field personnel and customer schedules, and overseeing operations in the company's workforce management system across all of Aqua's service territories nationwide. The lead also provides operational metrics and reports, contributes to process improvements, and ensures service standards align with company objectives and regulatory requirements.

Responsibilities and duties:

1. Lead dispatching and electronic workforce management efforts.
2. Understand customer service, call center, and service order dispatch software and hardware needs.
3. Gain proficiency in the company's field management and dispatch applications, work order management, enterprise asset management, routing, AVL, BI reporting, and mobile platforms.
4. Collaborate with divisions, Customer Service, New Business, and Technical Services for scheduling, work order processing, account inquiries, and cancellations.
5. Ensure correct execution of overnight auto-dispatch and timely manual dispatching of same-day orders.
6. Optimize field efficiency by leveraging system features and enforcing proper system use.
7. Analyze field data to generate operational reports for efficiency improvements.
8. Support management in workload planning and schedule adjustments.
9. Act as liaison during incidents and disruptions, providing critical updates and coordinating customer communication.
10. Create work orders in Aqua's Customer Information System and troubleshoot system issues.
11. Perform other duties as assigned.

Qualifications:

1. High school diploma required; degree preferred. Minimum three years of experience in Customer Service or Field Service roles.
2. Availability for Monday-Friday work schedule, including alternate shifts and overtime during emergencies.
3. Industry knowledge and familiarity with Aqua operations necessary.
4. Dispatch experience a plus.
5. Proficiency with PCs, Microsoft Office (especially Excel), and web-based data systems.
6. Excellent communication skills and ability to work across organizational levels.
7. Quick learner with the ability to apply new concepts effectively.

Aqua, an Essential Utilities company, is an Equal Opportunity/Affirmative Action employer. We provide accommodations for individuals with disabilities during the application and interview process. For assistance, call (1-877-271-9012).

To prevent conflicts of interest, family members cannot hold supervisory roles or work in the same department within our organization.