PW Customer Service And Field Technician Supervisor

Customer Service And Field Technician Supervisor

Join our team as a Customer Service and Field Technician Supervisor!

This position performs professional customer service, administrative and Field Technician supervision work for the Public Works Department. The role is responsible for developing, coordinating, and administering training programs for new and existing employees on the County's Work and Asset Management System (WAMS) and Public Works customer service procedures. The position ensures consistent, high-quality communication with residents and supports the Operations Division in managing stormwater and roadway service requests, work orders, and customer inquiries.

Essential Job Functions

This position includes, but is not limited to, the following:

• Develops, coordinates, and delivers comprehensive training for Public Works Customer Service and Operations Support staff, ensuring a high level of competency in customer service standards, stormwater and roadway procedures, and WAMS usage.
• Provides direct training and guidance on the County's Work and Asset Management System, customer service software, and communication protocols.
• Creates, updates, and maintains a repository of training materials, job aids, and reference guides on the Public Works intranet.
• Develops and coordinates departmental onboarding and orientation for new Public Works administrative, operations, and customer service employees.
• Designs online and in-person training materials on customer service procedures, communication skills, work order processing, and stormwater/roadway issue intake.
• Collaborates with Public Works leadership, managers, and supervisors to identify training needs, skill gaps, and customer service improvement opportunities.
• Assesses training effectiveness, evaluates staff performance related to customer service competencies, and recommends improvements.
• Analyzes trends in customer inquiries, service requests, and recurring stormwater or roadway issues. Provides recommendations for process improvements and enhanced service delivery.
• Participates in system-wide initiatives, policy implementation, and customer service strategy development.
• Assists with the selection, training, development, and evaluation of assigned staff.
• Interprets Public Works goals, policies, and procedures for employees, residents, contractors, and internal partners.
• Represents Public Works Customer Service in meetings, workshops, presentations, and interdepartmental collaborations.
• Prepares reports, summaries, training documentation, and performance assessments.
• Performs other related duties as required.

Knowledge, Skills and Abilities

This position requires:

• Knowledge of principles and practices of Public Works customer service operations, including stormwater and roadway service request processes.
• Knowledge of current trends in customer service, communication strategies, and relevant technologies.
• Knowledge of Public Works policies, procedures, WAMS processes, and field workflow.
• Knowledge of supervisory methods, performance evaluation, and staff development techniques.
• Ability to develop, coordinate, conduct, and evaluate training programs effectively.
• Ability to learn and apply complex automated procedures and utilize computer systems, databases, and software used by the Department.
• Ability to interpret and apply Public Works policies, standard operating procedures, and administrative guidelines.
• Ability to understand and communicate complex instructions, technical information, and County processes.
• Ability to communicate effectively with staff, leadership, contractors, and the public in both verbal and written formats.
• Ability to establish and maintain cooperative working relationships with County employees, other departments, and the community.
• Ability to adapt to changes in Public Works operations, technology systems, and customer service demands.
• Ability to motivate, train, supervise, and mentor assigned staff.
• Ability to use judgment and problem-solving skills in addressing customer service issues.
• Ability to work independently and manage responsibilities with minimal supervision.
• Ability to perform business mathematics, professional writing, and data interpretation related to service request trends and training documentation.
• Extensive knowledge of research methodologies, data evaluation practices, and program performance analysis.
• Ability to isolate and analyze significant trends in stormwater drainage, roadway conditions, maintenance activities, and Public Works performance metrics using detailed records, work orders, GIS data, and automated systems.
• Ability to work independently with minimal supervision and manage multiple analytical projects.
• Knowledge of stormwater principles, roadway maintenance concepts, and Public Works operational practices.
• Knowledge of public administration, organizational processes, and program planning within government operations.
• Ability to prepare, organize, and present clear and concise written and verbal reports.
• Ability to interpret system capacity reports, maintenance trends, inspection findings, and asset-tracking data accurately and efficiently.
• Ability to establish and maintain strong working relationships with multiple departments and stakeholders.
• Knowledge of Geographic Information Systems (GIS) and its role in analyzing stormwater, roadway, and asset-management data.

Minimum Requirements

Physical skills/working conditions: Ability to lift and/or move up to 30 pounds and also push or pull heavy objects. May use a handling device (dolly, cart, etc.) or work with another team member to lift and/or move excessively heavy objects. Ability to bend, stoop, squat, and walk for extended periods. Adaptable to inclement weather. Ability to communicate effectively using verbal, written, and visual communication.

Education, training and experience: Graduation from an accredited college or university with an Associate degree, and two (2) years' experience analyzing data, creating reports, and troubleshooting programs & hardware and one (1) year of supervisory or team lead experience OR graduation from high school or possession of an acceptable equivalency diploma and four (4) years' of experience. Two (2) years' of supervisory or team lead experience. Licenses, certifications or registrations: Must possess a valid Florida driver's license. ADA statement: A qualified employee or applicant with a disability may be afforded a reasonable accommodation to perform the essential job functions of a position in compliance with the Americans with Disabilities Act. Drug-free workplace: Pasco County BOCC is a drug-free workplace in accordance with Federal and Florida law. Emergency response/recovery activities: All employees will be required to work before, during, or after an emergency. During an emergency, employees may temporarily be assigned to work and perform duties outside the normal scope of their position, location and work schedule to fit the needs of the County and its citizens. Veterans' preference: Under Section 295.07, F.S., Chapter SSA-7, Pasco County BCC provides to Veterans, that preference in appointment will be given to preference-eligible applicants.

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