Field Service Supervisor

The Municipal Authority of Westmoreland County (MAWC) is hiring a Customer Service Supervisor to lead our Field Services team. This leadership role is ideal for a motivated, resourceful, and customer-focused professional with strong supervisory experience in utility services.

Key Responsibilities

- Supervise daily operations of:

- Field Service Technicians

- Wastewater Technicians (Sewer Lateral Inspections)

- Hydro Excavator Staff (Curb-Stop Inspections)

- Hydrant Billing & Meter Inventory

- Backflow Compliance

- Develop and lead customer experience improvement projects

- Resolve escalated customer inquiries and field service issues

- Conduct performance reviews and team coaching

- Analyze trends and identify service improvement opportunities

- Oversee customer service inquiries received via phone, email, social media, and web chat

- Collaborate across departments to ensure customer satisfaction

- Monitor contact center metrics and call quality

- Assist with payroll, payment processing, and administrative tasks

Qualifications

Education:

- Bachelor’s degree preferred but not required

- MBA or equivalent experience a plus

Experience:

- 5–7 years in customer service or field operations

- 3–5 years in a supervisory or leadership role

- Utility or municipal experience a must

Technical Skills (Preferred):

- ESRI GIS Mapping Software

- Muni Link Utility Billing Software

- Neptune 360 Meter Reading Software

- EAM (Lucity) Work Order Management

- NASSCO Certification

- ASSE Backflow Certification

- Mitel Ignite Contact Center

- Utility billing, meter reading, collection/termination procedures, customer service, and field service procedures (meter changes, backflow prevention leak detection, etc.)

Soft Skills:

- Excellent communication and leadership

- Strong organizational and problem-solving abilities

- Customer-first mindset

The ideal candidate must also possess excellent verbal, written and office skills, the ability to work with customers, as well as planning, assigning and directing the work of team members.

Candidate must accept accountability for your work, while enjoying collaboration with others for creative problem solving. Lead or delegate and oversee projects within the department that improve the customer experience, this may include developing and maintaining policies and procedures. Work each day to foster a customer centric culture, guide and develop direct reports and work collectively with other departments to exceed customer expectations.

Why MAWC?

Be part of a mission-driven organization that values innovation, teamwork, and service excellence. Help shape the future of water and wastewater services in your community.

Job Type: Full-time

Benefits:

- 401(k)

- 401(k) matching

- Dental insurance

- Health insurance

- Health savings account

- Life insurance

- Professional development assistance

- Tuition reimbursement

- Vision insurance

Work Location: In person