Field Services System Lead

Field Services System Lead

Requirements

• High school graduate, degree preferred
• Three or more years of business experience in a Customer Service or Customer Field Service capacity
• General industry knowledge and general knowledge of Aqua company operations
• Familiarity with use of personal computers and proficiency with Microsoft Office, specifically Excel
• Excellent verbal and written communication skills
• Ability to work with personnel at all levels of the organization
• Demonstrated ability to pick up new concepts quickly and put them into practice

Responsibilities

• 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

Preferred Qualifications

• Experience in a dispatch environment is a plus