National Dispatching Lead | Field Services

Aqua America, Inc.; Bryn Mawr (PA); On-site; USD 65,000 - 90,000; Full time

Job summary

Aqua America, Inc. is seeking a Field Services Team Lead to guide dispatching and field operations across the service territories.

You will work with cross-functional teams to optimize schedules, improve processes, and deliver operational metrics reflecting business health. The role emphasizes hands-on leadership, workflow optimization, and collaboration with Customer Service and Technical Services to ensure efficient service delivery and timely order fulfillment.

Qualifications

• Three or more years of business experience in a Customer Service or Customer Field Service capacity.
• Excellent communication skills, both written and verbal.
• Proficient with Microsoft Office, especially Excel, and comfortable with web-based data systems.

Responsibilities

• Provides team leadership in dispatching and electronic workforce management.
• Develops understanding of customer service, call center and service order dispatch software and hardware needs.
• Manages and monitors field operations across Aqua territories and produces operational reports.

Skills

Customer service

Dispatch operations

Excel

Written & verbal communication

Education

High school diploma

Job description

Field Services Team Lead

The Field Services Team Lead assists in workload distribution, adjusts field personnel and customer schedules, and manages and monitors field operations across all Aqua service territories nationwide. The role involves providing operational metrics and various reports to reflect the state of the business, and actively improving business processes and results in line with the company’s mission and PRC requirements.

Responsibilities

• Provides team leadership in dispatching and electronic workforce management.
• Develops a deep understanding of customer services, call center and service order dispatch functions’ software and hardware operational needs.
• Mastered 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.
• Works 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 the overnight auto‑dispatch process is executed correctly and the manual dispatching of same‑day orders is handled in a timely manner.
• Maximizes field efficiency through system features; improves and enforces proper system use, and ensures field employees are set up in the most efficient manner.
• Analyzes and prepares operational reports using field data 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.
• Performs other duties as required.

Qualifications

• High school graduate; degree is preferred.
• Three or more years of business experience in a Customer Service or Customer Field Service capacity.
• Three years of general industry knowledge and general knowledge of operations.
• Experience in a dispatch environment is a plus.
• Proficient with personal computers and Microsoft Office, specifically Excel, and comfortable with web‑based data systems.
• Excellent verbal and written communication skills and the ability to work with personnel at all levels of the organization.
• Demonstrated ability to pick up new concepts quickly and apply them.
• Employee must be available to work a Monday through Friday schedule, alternate shift schedules, and overtime during emergency situations if needed.

Equal Employment Opportunity Statement

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).