Field Service Supervisor

3 weeks ago

Philadelphia, United States Verra Mobility Full time

Who we are...

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.


Culture


Verra Mobility Corporation is a rapidly-growing, entrepreneurial company that operates with a people-first philosophy and approach. The company lives by its core values—Do What’s Right, Lead with Grace, Win Together, and Own It—in everything it does for its customers and team members. The company seeks to grow aggressively, both organically and through acquisition, to continue to be the undisputed market leader with these five core competencies: bias for action, customer focus, teamwork, drive for results, and commitment to excellence.


Position Overview

Verra Mobility’s Philadelphia depot is looking for a Field Services Supervisor to join the Field Services organization. The successful individual will be responsible for leading all field services operations in the Philadelphia area. 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 operational performance service-level agreements (SLAs) and serving as the primary liaison for other internal business groups. This position is requires excellent leadership, critical thinking, analysis and communication skills.


Essential Responsibilities

This individual is responsible for supervising the day to day operations working closely with the client and Account Management to solve issues and communicate resolutions. Responsibilities include, but are not limited to:

  • Direct management of a team of approximately 8 -12 active/temp mobile operators, including hiring, performance appraisal activities and disciplinary actions as required.
  • Work closely with Client Service Managers and Account Managers to identify areas of improvement as well as resolve client issues.
  • Workforce management, including scheduling and planning includes creating and maintaining operations schedule for field staff
  • Run daily checks of enforcement systems to confirm operations and schedule technicians as equipment dictates.
  • Prioritize, plan and execute work efforts, ensuring a balanced workload across the team
  • Strong communication skills including the willingness to escalate issues timely
  • Ensure deployments are completed to meet state legislative standards
  • Ensure support team to achieve business objectives including the attainment of targets system uptime
  • Workforce management, including scheduling and staffing to ensure SLA attainment
  • Working closely with staff to manage incident queue to maintain system uptime
  • Prioritize, plan and execute work efforts, ensuring a balanced workload across the team
  • Ensure tickets are triaged and resolved within agreed SLA

Qualifications

  • Minimum 2 years of experience of increasing responsibility in operations and/or field services roles.
  • Minimum 1 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 complex business and systems processes
  • Excellent verbal/written communication and presentation skills including collaborative management style


Verra Mobility Values


An ideal candidate for this role naturally works in alignment with the Verra Mobility Core Values:

  • Own It. We focus on high performance and drive toward breakthrough outcomes. Our employees ensure accountability, optimize and align work, focus on the customer, and cultivate innovation.
  • Do What’s Right. We champion integrity and good character. Our team members model ethical behavior, demonstrate good judgment and are courageous.
  • Lead with Grace. We express humility and compassion, and we are authentic and candid. Our employees demonstrate self-awareness, care for others, instill trust, and communicate effectively.
  • Win Together. We believe in growing and inspiring people together. We seek people who collaborate, value differences, think and act globally, foster an engaging work environment, and recognize and develop others.

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