Field Operations Specialist

Requisition ID: 108854

Share Our Purpose. Be Yourself. Feel Valued.

People are the heart of our business. As an American Water employee, you will be offered a competitive salary and health benefits package, along with opportunities to develop, grow, and evolve your career. Our benefits packages focus on key areas such as health & wellness, emotional & well-being, and savings for current & future goals.

We are Beautifully Different. We strongly believe having diversity across our company makes us more successful and helps us provide essential services to our customers. We are stronger because we embrace different ideas, viewpoints, experiences, and backgrounds. American Water is the best choice for your next role! Click here for more information on our inclusion, diversity, and equity journey.

About American Water

American Water (NYSE: AWK) is the largest regulated water and wastewater utility company in the United States. With a history dating back to 1886, We Keep Life Flowing® by providing safe, clean, reliable and affordable drinking water and wastewater services to more than 14 million people across 14 regulated jurisdictions and 18 military installations. American Water’s 6,500 talented professionals leverage their significant expertise and the company’s national size and scale to achieve excellent outcomes for the benefit of customers, employees, investors and other stakeholders.

As one of the fastest growing utilities in the U.S., American Water expects to invest $40 to $42 billion in infrastructure repairs and replacement, system resiliency and regulated acquisitions over the next 10 years. The company has a long-standing history of executing its core operations, aligned with sustainable best practices, through its commitments to safety, affordability, customer service, protecting the environment, an inclusive workforce and strengthening communities.

American Water has been recognized on the 2023 Bloomberg Gender-Equality Index for the fifth consecutive year, ranked 18th on Barron’s 100 Most Sustainable U.S. Companies 2023 List, earned the U.S. Department of Homeland Security SAFETY Act designation and U.S. Environmental Protection Agency’s WaterSense® Excellence Award, among additional state, local and national recognitions.

For more information, visit amwater.com and join American Water on LinkedIn, Facebook, Twitter and Instagram.

Work Schedule

Work Schedule:

Sunday to Thursday 6:00 a.m. to 3:00 p.m. with Overtime opportunity

Primary Role

The Field Operations Specialist provides a combination of administrative, analytical, and technical support related to the routine day-to-day operations of a department or functional area. Responsibilities may include assisting with scheduling work, completing associated paperwork, supporting internal team members, and handling customer complaints.

Key Accountabilities

- Coordinate or perform review of functional area practices and assist in developing strategies for the region.

- Receives and distributes operational workflow requests from call center, field representatives, operations supervisors based, and other internal team members on area of responsibility.

- Uses and maintains relational databases and other reporting tools to compile, calculate, track, report and clean-up data pertaining to various reoccurring processes which may include, but are not limited to, water capital programs, field projects and/or work orders.

- Schedules daily operational field work based on priority outlined by operations leadership using work management system.

- Responds to customer complaints which may include, but not limited to, gathering information from operations leadership, speaking with customers and explaining company processes.

- Analyzes and evaluates reports and/or prepare variances related to specific department work processes which may include but are not limited to: business systems, regulatory requirements, budgets, capital expenditures, work orders, departmental and/or organizational performance, etc.

- Provides general administrative and clerical support for day-to-day managerial and departmental needs and special projects which may include but are not limited to: composing routine letters, obtaining permits, preparing and distributing meeting minutes, p-card/workbasket processing, document preparation, etc.

- Work collaboratively with other functional leads to mitigate business risks.

- Implement effective communications at all levels of our operations.

- Provide effective leadership that will enhance our abilities to be flexible to changing business environments.

- Contribute to effective communication by listening and providing constructive feedback; supporting the creation of an open and honest work environment; cascading and sharing knowledge and information relevant to other members of the team and colleagues across the business.

- Train and develop personnel in proper operational integrity (quality, environment, reliability, health, safety, security,

etc.) is maintained.

Knowledge/Skills

- Knowledge of Engineering concepts and their application: water system equipment, water system operations, company policies and procedures, and government safety and labor regulations.

- Strong knowledge of computers.

- Experience in engineering design, construction management, and operations of waterworks facilities including distribution systems piping, tanks, pump stations, pressure reducing stations with related equipment, controls and SCADA systems, and data collection and leak detection technologies.

- Thorough knowledge of standard business practices and principles, including basic accounting and budgeting.

- In-depth knowledge of Microsoft Office Suite applications including MS Word, Excel, Access, and PowerPoint, and email management systems (MS Outlook).

- Knowledge of water or utility industry preferred.

Skills:

- Demonstrated organization and administrative skills.

- Demonstrated communication skills, both verbal and written.

- Demonstrated ability to manage and prioritize tasks in high volume environment.

- Demonstrated interpersonal skills.

Additional Information:

- The percentage of time spent performing the key accountabilities of the job may vary based on the manager, departmental or functional unit needs.

- This role may include assisting with field work including pick-up and delivery tasks, checking leaks and repairs made by contractors, and completing related paperwork and/or handling Public Utility complaints.

- This role may include fleet management, vehicle repairs, and facility maintenance.

Experience/Education

- High school diploma required. Associates level degree in business preferred.

- Minimum 2 years overall work experience in work management, high volume call center and/or customer service

Travel Requirements

Local and occasional regional travel, may be needed.

Work Environment

Primary indoor environment, however, outdoor may be needed at times.

Competencies

Champions safety

Collaborates

Cultivates innovation

Customer obsessed

Drives Results

Nimble learning

Join American Water...We Keep Life Flowing™

American Water is firmly committed to Equal Employment Opportunity (EEO) and prohibits employment discrimination for employees and applicants based on his or her age, race, color, pregnancy, gender, gender identity, sexual orientation, national origin, religion, marital status, citizenship, or because they are an individual with a disability, protected veteran or other status protected by federal, state, and local laws.