Supervisor, Field Services

 

Job Description:

Verra Mobility is a global leader in smart mobility. We develop technology-enabled solutions that help the world move safely and easily. We are fostering the development of safe cities, working with police departments and municipalities to install over 4,000 red-light, speed, and school bus stop arm safety cameras across North America. We are also creating smart roadways, serving the world's largest commercial fleets and rental car companies to manage tolling transactions and violations for over 8.5 million vehicles. And we are a leading provider of connected systems, processing nearly 165 million transactions each year across 50+ individual tolling authorities. 

Position Overview:

Verra Mobility is looking for a Field Services Supervisor to join the Field Services organization. The successful individual will oversee the work of employees who deploy Automated Photo Enforcement Systems to active work zones throughout the state while maintaining the standards of 99% deployment execution and 95% issuance rate. They will be designated to report to the regional depot daily. We are looking for someone who has solid technical background combined with customer support experience. Strong problem-solving skills, along with an ability to motivate the team and drive change, is required. The position is accountable for driving operational performance through quality metrics to meet service-level agreements (SLAs). This position requires excellent leadership, critical thinking, analysis and strong communication skills.

 

Essential Responsibilities:

• Direct management of a team of approximately 8-15 full-time/temp mobile operators, including hiring, performance metrics analysis and disciplinary actions as required.
• Work closely with Field Service, Client Service, and/or Account Managers to identify areas of improvement as well supporting client relations.
• Workforce management, including weekly schedule creation to ensure maximum efficiency while considering operational expenses.
• Perform routine weekly field audits of operators.
• Maintain both Depot and Vehicle inventory to ensure operational supplies are readily available.
• Diagnose equipment and enforcement systems for repairs and perform repairs as needed to ensure full system availability.
• Prioritize, plan and execute work efforts, ensuring a balanced workload across the team.
• Ensure deployments are completed to meet all state legislative and current program standards. 
• Ensure deployments are triaged and resolved within agreed SLA.
• Maintain complete SLA compliance related to Field Services.

Qualifications:

• Minimum 4 years of experience of increasing responsibility in operations and/or field services roles.
  • Experience in a field assignment preferred.
• Minimum 2 years of effective people leadership including demonstrated skills ranging from work direction, motivation, coaching/feedback, and developing assigned staff with the expected outcome of a consistently positive client experience and attainment of SLA’s.
• Qualified candidates will possess strong critical thinking and problem-solving abilities and show initiative, as evidenced by constructing and analyzing data to evaluate performance and transactional quality of an evolving and complex business.
• Preferred Associates or Bachelors Degree.
• Successful completion of the Nlets fingerprinting background assessment.

 

Knowledge:

 

• Excellent written and verbal communication skills.
• Strong leadership/supervision skills and motivation techniques.
• Strong multi-tasking skills.
• Working knowledge of Microsoft Office.
• Must be willing to work outside.
• Ability to travel on short notice.

 

 

 

 

 

Work Environment:

A Field Service Supervisor will have some exposure to outside weather conditions such as wet and/or humid environments, extreme cold and/or heat, dusty and noisy work environments. Noise levels will typically be moderate to moderately loud. You may also be exposed to high, precarious places in work at heights in excess of 10ft. Regularly work near moving traffic and occasional night work with reduced visibility.  Some weekend and overtime work may be required; overnight travel may be required with this position. Field Service Supervisors frequently work alone. Field Service Supervisor will be asked to visit field locations, construction sites for service needs, hands on training of employees and spot checking the field technicians under their control.

 

Breakdown:

1. a) Up to 50% travel, working outdoors or driving.
2. b) Periodic on call work outside normal business hours
3. c) Periodic overtime and/or night work

Physical Requirements:

These physical demands are representative of what a field service supervisor may encounter in the field and are similar to that of a field technician, only less frequent. You will be involved primarily with fieldworkon outside construction/service sites involving long-term standing and perhaps repetitive motions. You must have the ability to stand or sit for long periods of time and to perform strenuous physical labor under adverse field conditions.

A field service supervisor must have the ability to use their hands to handle, finger, or feel; reach, climb, or balance; and crouch, stoop, crawl, kneel, and sit. Frequent ladder use is required with the ability to climb, descend, balance, and work safely at heights on ladders and aerial lifts for long periods at time.

A Field Service Supervisor must have a good driving record and must have the ability to see, including close, distance, and peripheral vision, depth vision, and the ability to focus. Often

Field Supervisors may be required to drive hundreds of miles per day. Field supervisors must not have any limitations that would reduce their ability to drive a vehicle safely to job sites.

Lifting - The employee will regularly lift and/or maneuver awkward equipment up to 50 pounds from vehicle and ground, occasionally lift and handle awkward equipment up 25 pounds up and down a ladder.

Field employees may be asked to wear protective equipment while in the field which can include reflective gear, work boots, safety glasses, hard hats.  The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.