Field Service Coordinator

Select how often (in days) to receive an alert:

Aquarion Water Company is the public water supply company for more than 750,000 people in 72 cities and towns throughout Connecticut, as well as serving customers in Massachusetts and New Hampshire. It is the largest investor-owned water utility in New England and among the seven largest in the U.S. Based in Bridgeport, CT, it has been in the public water supply business since 1857.

Across its operations, Aquarion strives to act as a responsible steward of the environment and to assist the communities it serves in promoting sustainable practices. Aquarion Water Company is a wholly-owned subsidiary of Eversource.

The Field Service Coordinator reports directly to the Service Supervisor and is responsible for planning, scheduling, and prioritizing daily work, including managing notifications related to Service Department  addition, the Field Service Coordinator assists with coordinating and scheduling additional activities such as training and vehicle maintenance. This position requires a strong understanding of fundamental planning concepts, along with strong analytical and computer skills, and the ability to analyze data effectively.

• Plan, schedule, and evaluate the quantity and quality of work required to meet work group goals within established time frames and budget constraints.
• Determine staffing, equipment, and material requirements to efficiently complete service notifications.
• Perform as Time Administrator for field staff – review weekly time entry, including standby hours review and standby stipend entry
• Utilize SAP and GPS systems to schedule, track, and monitor the completion of notifications, and generate related reports and analysis.
• Monitor daily customer appointment notifications in SAP to ensure key performance indicators (KPIs) are met.
• Review and manage the IW66 Task Review list for all DMRV (Service Review) notifications.
• Support the Meter Reading/Service Support Coordinator in managing and maintaining PT program letters for the E, W, and C divisions, including contractors.
• Create, cancel, and reschedule notifications within SAP as required.
• Manage and maintain the Z_SCHEDULE appointment scheduling tool in SAP.
• Identify opportunities to streamline service-related processes to improve productivity and operational efficiency.
• Coordinate work activities and priorities with internal work groups and external contractors.
• Establish and maintain effective working relationships with internal and external stakeholders.
• Read and interpret service maps, tap cards, and GIS records related to field operations.
• Exercise independent judgment and work effectively with minimal supervision.
• Interpret applicable codes, ordinances, and regulations related to water utilities and state/local government requirements.
• Support Customer Service with exception-based customer requests and expedite service-related issue resolution.
• Review and process MIGO invoices related to service work activities.
• Perform other duties as assigned.

Experience in planning, operations management, and an understanding of the Company’s business processes related to water service and utility operations is preferred.

A solid understanding of capacity planning, preferably utilizing SAP, is also desired.

Excellent communication skills (both written and verbal), along with strong customer service, troubleshooting, creative problem-solving, analytical, and organizational skills, are required. The ability to initiate and work through conflict to drive desired change is essential.

The candidate must be able to manage multiple tasks simultaneously, prioritize effectively, and meet commitments. A strong understanding of the organization’s goals and objectives is required, as well as the ability to work both independently and collaboratively as part of a team.

• Problem solving:
  Situations and circumstances can be variable, complex (multi-dimensional) and non-recurring. Mature, independent judgment is required. Technical problems require critical decision-making ability with a focus on the impact to operations, customers, and financials.

SKILLS NEEDED FOR SUCCESS:

• Proficiency in…