Service Manager - Water Treatment

Company Description

Veolia Group is a global leader in environmental services, operating across all five continents with nearly 218,000 employees. Specializing in water, energy, and waste management, Veolia Group designs and implements innovative solutions for decarbonization, depollution, and resource regeneration, supporting communities and industries in their ecological transformation.

Within this framework, Veolia's Water Tech Business brings together a dedicated team of experienced professionals committed to tackling the world’s most complex challenges related to water scarcity, quality, productivity, and energy. Together, we pursue a shared mission to create a more sustainable future.

The Service Manager is a pivotal leader responsible for overseeing a team of Service Employees and managing industrial water treatment systems to achieve operational excellence. This multifaceted role integrates project leadership, personnel management, customer engagement, and technical expertise to drive growth in service operations. The Service Area Manager is accountable for the successful execution of service contracts, with a strong emphasis on safety, cost efficiency, and customer satisfaction.

They provide daily guidance to Service Technicians, maintain consistent communication with site leadership and various internal teams (Service, Regen, Sales, Admin) to ensure high levels of customer fulfillment, and guarantee the availability of necessary equipment and materials for operations. Furthermore, they are the primary point of contact for resolving service issues with customers, collaborating closely with the regeneration and sales teams to foster sustainable growth and enhance customer satisfaction.

Core Competencies

• Technical Acumen:
  Demonstrates comprehensive understanding of water systems to effectively diagnose and resolve issues.
• Leadership & EHS/Quality:
  Exemplifies strong leadership and champions the highest Environmental Health and Safety (EHS) and Quality standards for site teams.
• Team Empowerment:
  Leads and inspires Field Service Representatives, cultivating a collaborative and positive work environment.
• Contractual Integrity:
  Dedicated to delivering the specified quantity and quality of water as per contract agreements and customer-focused in fulfilling installation and service obligations.
• Talent Cultivation:
  Actively participates in the recruitment and professional development of Field Service Employees within their designated areas and contracts.
• Operational Oversight:
  Monitors key operational metrics, including system performance, employee utilization, overtime, and associated costs.
• Client Relations:
  Contributes to the establishment and maintenance of robust client relationships.
• Business Development:
  Collaborates with commercial leadership to identify and pursue opportunities for business expansion.

Key Responsibilities

• Employee Management:
  Directs and supervises a team of 10 to 15 employees, optimizing scheduling and utilization.
• Small Project Leadership:
  Manages smaller-scale projects, including Mobile Water Systems and Refurbishments. Develops accurate estimates for time, cost, and resource requirements for each task.
• Technical Documentation Review:
  Reviews and refines engineering drawings and P&IDs.
• Process Optimization:
  Implements enhancements to improve project efficiency and effectiveness.
• Stakeholder and Internal Communication:
  Keeps stakeholders informed of project modifications, contract timelines, and scheduling adjustments. Fosters open information exchange and a culture of customer fulfillment and satisfaction through communication with site leadership and employees. Communicates with Sales, Admin, and Regeneration teams as required.
• Proactive Issue Resolution:
  Anticipates potential challenges (e.g., outages, technical difficulties, customer needs) and proactively adapts plans.
• Resource Allocation:
  Schedules field service personnel and coordinates with facility staff to provide customer service by allocating resources effectively.
• Performance Analysis:
  Utilizes data analysis and reporting to track contract performance, develop budgets, and generate financial forecasts.
• Ri…