City of Toronto Hiring for SUPERVISOR CUSTOMER FIELD SERVICES TW at Toronto, ON Full Time

Job Description:
To supervise the provision of all city-wide customer-facing scheduled and emergency water and wastewater related field service requests such as water meters, water service investigations, low pressure investigations, hydrant permits, emergency watermain turn off/ons and sewer drain cleaning etc.

Major Responsibilities:
Implements detailed plans and recommends policies/procedures regarding program specific requirements.

Supervises, motivates and trains assigned staff, ensuring effective teamwork, high standards of work quality and organizational performance, continuous learning and encourages innovation in others.

Supervises the day to day operation of all assigned staff including the scheduling, assigning and reviewing of work.

Authorizes and coordinates vacation and overtime requests.

Monitors and evaluates staff performance, approves salary increments, hears grievances and recommends disciplinary action when necessary.

Provides input into and administers assigned budget, ensuring that expenditures are controlled and maintained within approved budget limitations.

Supervises and coordinates the activities of staff in investigating and implementing corrective action as required and responding to emergency situations that may arise while minimizing the impact on both staff and customer service delivery including responding to after hour emergencies when necessary.

Ensures that service orders, reports and forms completed by staff are accurate and completed in a timely and efficient manner and entered into the appropriate works management system and into City of Toronto billing system.

Ensures compliance with all applicable municipal, provincial and federal legislation and regulatory requirements.

Monitors and reviews work management systems.

Ensures optimal utilization of management and software database systems by assigned staff and other Toronto Water staff and contractors.

Maintains required records in accordance with the City’s Policies and Procedures and prepares reports and maintains daily record of operations and provides various monthly reports, year-end summaries and reports of all work performed on the previous years.

Participates in the design, selection, implementation and utilization of performance measures for the unit.

Researches and evaluates information on the development of new products and procedures and explores new technologies and practices to improve efficiencies and continuously evaluates and improves work flows, process and practices.

Liaises with staff for purchasing contracts, quotations and request for proposals including developing and writing specifications for contracts, system components, programs and/or studies to ensure compliance with City requirements, standards and other regulations.

Acts as the lead or as a member of various internal or external teams in order to promote continuous improvement activities including technological and management processes and systems in order to prepare and produce new procedures, practices, programs and by-laws.

Maintains knowledge and experience in the workings of various types of specialized equipment including computer programs and software related to all water and wastewater operations and activities.

Works with and provides information to City Legal Services and Insurance and Risk Management to resolve claims or disputes with contractors, insurance company representatives, property owners, residents and all other water users.

Liaises and corresponds with property owners, industrial, commercial and institutional (ICI) customers, residents, Councillors, consultants, contractors, government agencies and a variety of City staff on various service related water and wastewater issues, and water meter related issues.

Supports and promotes the Division’s vision, strategic plan and change initiatives through leadership, participation, communication with direct reports and application of functional policy.

Develops and manages client and stakeholder expectations and relationships through effective service agreements, communication and monitoring of commitments and obligations.

Represents the Division/Cluster/Corporation at a variety of meetings with clients, stakeholders and service providers.

Key Qualifications:
Must possess a Post-Secondary diploma or certificate in a related field (engineering, sciences, communication or public administration) valid in the Province of Ontario, or an equivalent combination of education and related experience.

Experience in the inspection operation, maintenance and installation of water distribution, wastewater collection infrastructure and/or water meter appurtenances.

Experience providing work direction, coaching, mentoring and teaching others.

Experience investigating and resolving service requests/complaints in accordance with appropriate City by-laws, Departmental policies and guidelines.

Must possess and be able to maintain a valid Province of Ontario Class “G” driver’s license and qualify for the City’s driver’s permit.

Working knowledge of Collective Agreements and experience in Labour Relations, with the ability to handle employee and labour relations issues.

Must be able to obtain and maintain a Ministry of Environment Class 1 Water Distribution and Class 1 Wastewater Collection Certificate of competency within sixteen (16) months of being offered the position.

Knowledge of budgetary process and the requirements.

Ability to forge solid internal and external relationships/partnerships with various stakeholders.

Knowledge of Labour Relations Act and Occupational Health & Safety Act and all other related regulations and legislation.

Strong customer service orientation, problem solving and results orientation.

Ability to communication effectively both orally and in writing to a wide variety of audiences including senior managers, employees, the media, the public, elected officials and external agencies.

Must be able to work various shifts and be available for standby/call out and be prepared to work overtime.

Note: All City of Toronto employees are required to be fully vaccinated as a condition of hire in accordance with the City’s Mandatory Vaccination Policy. Candidates will be required to show proof of vaccination during the recruitment process.

Equity, Diversity and Inclusion

The City is an equal opportunity employer, dedicated to creating a workplace culture of inclusiveness that reflects the diverse residents that we serve. Learn more about the City’s commitment to employment equity.

Accommodation

The City of Toronto is committed to creating an accessible and inclusive organization. We are committed to providing barrier-free and accessible employment practices in compliance with the Accessibility for Ontarians with Disabilities Act (AODA). Should you require Code-protected accommodation through any stage of the recruitment process, please make them known when contacted and we will work with you to meet your needs. Disability-related accommodation during the application process is available upon request. Learn more about the City’s Hiring Policies and Accommodation Process.