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Liberty Group South Africa · 18 hours ago

Manager, Customer Field Service and Daytime Dispatch (Gas Utility)

Fall River, MA

Full-time

Onsite

Senior Level, Lead/Staff

10+ years exp

Liberty is dedicated to sustaining energy and water for life, driven by a passionate team focused on customer service. The role involves managing customer field service activities and day-time dispatch to ensure operational reliability, compliance, and safety while fostering a culture of continuous improvement.

Financial ServicesHealth CareInsuranceLife Insurance

Work & Life Balance

Responsibilities

Manage multiple utility maintenance programs to ensure operational reliability

Oversee and manage Liberty staff in there roles as emergency first responders and customer field service

Provide team leadership, employee coaching and development

Implement continuous improvement of departmental processes

Manage team budget

Facilate effective collaboration within and between teams to effectively meet customer and business needs (including coordinating work with Resource Planning, Customer Service, Billing & Collections, etc.)

Work with Resource Planning to set workload planning priorities for team

Oversee customer field service including meter reading, move ins/outs, disconnects, meter installs & maintenance, and emergency response

Provide oversight of direct reports in regards to customer appliance repair and installations (e.g., HVACs)

Ensure that gas installations meet applicable codes prior to turn on

Manage and operate the meter shop for the local operations

Oversee measurement and regulation of meter sets

Manage team to ensure they stay up to date on notifications from Click tool on iPad alerting them to schedule changes throughout the day

Ensure that team completes all work tracking in real time for all events/actions on the iPad

Work with team to complete/populate checklists and ensure proper documentation is recorded on iPad (i.e., leak form, gas smell form etc.)

Work with team to create new work orders if follow up work is required, as necessary create work order for any new materials including meters

Oversee redlining of any changes to assets using GIS tool on the iPads to capture accurate and complete view of asset location and components

Create positive customer experiences; achieve and maintain customer satisfaction at the highest level

Oversee day-time dispatch including prioritization, scheduling, dispatch communications, emergency response, and completion tracking

Accountable for emergency calls, ensuring that appropriate information from the caller is captured, and the information is delivered to responding personnel accurately and in a timely manner. High-level understanding of the requirements code and O&M requirements associated with emergency response

Lead the continuous improvement and adoption of dispatching technology and automation; ensuring the Dispatch teams are equipped with the skills, training, and resources to optimize day-time dispatch. Partner with management of the off-hours dispatch service to ensure thorough and timely hand-off of ongoing work to support best safety, customer, and operational outcomes. Oversee creation and maintenance of records associated with dispatching

Ensure Dispatch is notified when a job can't be completed so it can be "unscheduled"

Lead the continuous improvement and adoption of dispatching technology and automation; ensuring the Dispatch teams are equipped with the skills, training, and resources to optimize day-time dispatch

If needed, provide support to Dispatch regarding the refinement of system-generated scheduling/re-scheduling (schedule is autogenerated)

Ensure staff is properly booking appointments in CLICK using automated schedule generation and drag-and-drop functionality

Support team in their work to monitor, update and maintain the schedule; use strong knowledge of local operations to provide guidance and insight

Monitor and support Dispatchers and Operations to achieve KPIs (e.g., customer, maintenance, productivity)

Ensure completion of work order in scheduled order, and raise any ongoing issues to operations management

Ensure the safety of field workers, especially those that work alone, is being regularly monitored

Ensure safe, reliable and compliant operations

Lead a team safety culture, where all team members complete their duties while keeping Safety top of mind

Qualification

Customer field service managementEmergency response managementMechanical aptitudeDispatch technology adoptionBudget managementSafety complianceTeam leadershipProblem-solving skillsAttention to detailCommunication skills