Field Dispatch Leader: Optimize Field Ops & Scheduling

Aqua, Inc.; Bryn Mawr (PA); On-site; USD 70,000 - 100,000; Full time

Job summary

Aqua America is seeking a Field Service Team Lead to manage workload distribution, adjust field personnel, and coordinate customer schedules across Aqua's service territories. This role ensures dispatch accuracy and provides input to improve field processes.

You will monitor the workforce management system, generate operational metrics and reports, and collaborate with divisions to optimize scheduling and service delivery while upholding safety and compliance standards.

Qualifications

• High school diploma required; a degree is preferred.
• Experience in Customer Service or Field Service is required.
• Dispatch experience is a plus; strong Excel skills are expected.

Responsibilities

• Provide team leadership in dispatching and electronic workforce management.
• Develop understanding of customer services and service order dispatch functions' software and hardware needs.
• Collaborate with divisions to assist with appointment scheduling, work orders, and customer inquiries.
• Ensure overnight auto-dispatch and timely handling of same-day orders.
• Analyze field data to improve efficiencies and report on performance metrics.
• Support daily workload distribution and adjust schedules as needed.
• Perform other duties as required.

Skills

Dispatch experience

Customer service

Excel proficiency

Communication skills

Education

High school diploma

Bachelor's degree preferred

Tools

Microsoft Office

Web-based data systems

Job description

Aqua America is seeking a Field Service Team Lead to manage workload distribution, adjust field personnel, and coordinate customer schedules across Aqua's service territories. This role ensures dispatch accuracy and provides input to improve field processes.

You will monitor the workforce management system, generate operational metrics and reports, and collaborate with divisions to optimize scheduling and service delivery while upholding safety and compliance standards.