SUPERVISOR CUSTOMER FIELD SERVICES TW

Job ID: 53825

Job Category: Operations & Maintenance

Division & Section: Toronto Water, Technology & Customer Experience

Work Location: Finch Yard, 1026 Finch Avenue West

Job Type & Duration: Full-time, Permanent vacancy

Salary: $93,500.00 - $119,274.00, TM2159, Wage Grade 6.5 (2024 Rates)

Shift Information: Monday - Friday, 40 hours per week

Affiliation: Non-Union

Number of Positions Open: 1

Posting Period: 13-Mar-2025 to 27-Mar-2025

Major Responsibilities:

As part of the Toronto Water team and reporting to the Manager Customer Field Services. The Supervisor Customer Field Services is responsible for supervising, co-coordinating and administering 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 water main turn off / on and sewer drain cleaning etc.

• 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.
• 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.
• 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.
• 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 City of Toronto billing system.
• Evaluates emergency situations and assigns appropriate staff to respond. Responds to after hours emergencies when necessary.
• Ensures compliance with all applicable municipal, provincial and federal legislation and regulatory requirements.
• Implements detailed plans and recommends policies/procedures regarding program specific requirements.
• Maintains required records in accordance with the City’s Policies and Procedures and prepares reports and maintains daily record of operations and provides various 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, 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.
• 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.
• Represents the Division/Cluster/Corporation at a variety of meetings with clients, stakeholders and service providers.

Key Qualifications:

The competition process will evaluate candidates on the following competencies:

Customer service orientation, fiscal accountability, innovation, teamwork, results orientation, developing others, leadership, listening, understanding, and responding, planning, organizing, and coordinating, and problem solving, commitment to continuous learning and impact and influence.

1. 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.
2. Extensive experience in a leadership role, supervising staff, providing work direction, coaching, leading, motivating, mentoring others in a customer service function.
3. Extensive experience reviewing, resolving, and assigning service requests/complaints in accordance with appropriate City by-laws, Departmental policies, and guidelines.
4. Considerable experience in the inspection operation, maintenance and installation of water distribution, wastewater collection infrastructure and/or water meter appurtenances.
5. Considerable experience in planning, organizing, coordinating reports and projects, and maintaining detailed records.
6. Must be able to obtain and maintain a Ministry of Environment Class 1 Water Distribution Certificate of competency.
7. Must have working knowledge of collective agreements and experience in labour relations, with the ability to handle employee and labour relations issues would be an asset.
8. 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.

You must also have:

• 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 To Current City of Toronto Employees

City of Toronto employees are eligible to apply for the posted job opportunity, but cannot hold two different jobs. To be considered for this job posting, you must indicate that you are a "Current City of Toronto employee" on the on-line application form, and provide your "Employee Number".

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.