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Supervisor Contractor Network

Company: American Water
Location: Newark
Posted on: June 25, 2022

Job Description:

With a history dating back to 1886, American Water is the largest and most geographically diverse U.S. publicly traded water and wastewater utility company. The company employs more than 6,400 dedicated professionals who provide regulated and market-based drinking water, wastewater and other related services to more than 14 million people in 24 states. American Water provides safe, clean, affordable and reliable water services to our customers to make sure we keep their lives flowing.
Our teams are committed to customer service, operational excellence and delivering high-quality, reliable drinking water and other water-related management services.
Our primary business involves the ownership of water and wastewater utilities that provide water and wastewater services to residential, commercial and industrial customers, treating and delivering more than 1 billion gallons of water per day.

Primary Role: Contractor Network Field Supervisors is responsible for overseeing all field work performed by contractors and work quality as required by our terms and conditions and if applicable, partnership agreements. Field Supervisor is accountable, but not limited to ensure all contractors meet safety requirements, practices and adhere to all safety regulations and policies. Responsible for recommending and successfully implementing strategic initiatives that effectively manage contractor costs and improve the customer experience. Will be relied upon to provide expertise in the pursuit of new business, contractor procurement, escalations, settlements and business planning.

Key Accountabilities:

  • Maintains an appropriate geographic coverage between consumer locations/concentrations and contractor service locations
  • Works closely with Dispatch Administrator regarding contractor dispatch activities. Ensures that services are provided in a safe, timely and cost-effective manner while ensuing full Dispatch utilization
  • Ensures partnership Service Level Agreements are met by contractors and addresses any compliance issues with contractor directly
  • Meets with partners both face to face and virtually in order to maintain a strong working business relationship and is responsible for keeping Contractor Network Manager and relevant parties updated
  • Establish best practices that are adaptable to future partners and partnerships, and work to support business development with proposals to promote program viability and value
  • Confirms completion of contractor repair assignments, verifies actual repair costs billed to contract rates, and investigates any unusual expenses and repairs the contractor invoices for payment
  • Be a champion of safety and hold contractors accountable to local, state and AWR safety standards. Conduct safety program spot checks to ensure contractor compliance with safety policies and practices and utilize OSHA tool box training for field supervisor knowledge
  • Resolves customer disputes along with relevant team members and Escalation and Compliance Specialist(s) regarding coverage issues or repair work complaintsEducation/Experience:
    • High School Diploma
    • Utility experience strongly preferred with water and/or wastewater experience a plus
    • 3- 5 years operations, project leadership and/or program implementation experience
    • 5 years residential plumbing services experience
    • Project Management experience a plus
    • Field management experience a plusKnowledge/Skills:
      • Proficient with computer, Microsoft Office and Project Management tools
      • Ability to self-manage and work autonomously
      • Versatility in experience to help establish and launch program(s) and adjust quickly to adapt to unforeseen issues
      • Analytical expertise to optimize between contractors and develop and provide ongoing reporting for the business
      • Attention to detail to ensure compliance with the program administration
      • Ability to manage multiple projects / priorities
      • Excellent communication skills
      • In-depth knowledge of outside water and sewer plumbing as well as local plumbing code a plus
      • Microsoft Office Product Suite (including PowerPoint, Word and Excel), Microsoft Dynamics (CRM) and OracleCertifications & Licenses:
        • Licensed Master Plumber preferred
        • Licensed Journeyman with two years of residential experience - required
        • OSHA 30 certification required
        • Other trade licenses and experience preferred such as HVAC, electrical and appliance repairWork Environment:
          • Home office, requires travel to visit job sites locally on a daily basisTravel Requirement:
            • 50% Daily local travel with some overnight travel)Other:
              • Strong organizational skills and attention to details with the ability to support several projects simultaneously
              • Ability to think logically and analytically
              • Strong interpersonal and communication skills (both written and oral) Strong business and financial acumen (Utility and/or acquisition experience preferred)
              • Previous experience in business development or back-office support desired
              • Ability to work both individually and within a team environment

Keywords: American Water, Newark , Supervisor Contractor Network, Professions , Newark, New Jersey

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