Job Description

Description

Supervisor, Rental Programs

Competition Number

2023-144

Job Code

1445

Posting Date

March 30, 2023

Closing Date

April 13, 2023

(at 6:00pm)

Job Status

Permanent Full-Time

The City of Kitchener is a vibrant and dynamic city of approximately 270,000, in the heart of southwestern Ontario. As the largest municipality in Waterloo Region, Kitchener continues to be poised for development and growth, enhancing its reputation as a leader in city-building and innovation, with nationally recognized strategies to build its neighbourhoods, its digital infrastructure and its diverse economy.

The City of Kitchener is WHERE you want to work! Learn more about the top reasons to join us:

Position Overview:

Supervises Kitchener Utilities dispatch and rental programs (e.g. rental water heater program, mixing valves, and future rental products and services) which includes facilitating and coordinating contract and service level agreements with contractors and developing effective relationships with KU dispatch, rental water heater administrators, KU Gas Service Supervisor, and third-party contractors. Specifically administers contract service agreements; develops, research, and monitors program development and delivery and evaluates and facilitates service level administration for the program. Provides front-line customer service rental program, specifically receiving and responding to escalated customer, contractor, issues including investigating and analyzing data output to provide proactive resolution and solutions.

Responsibilities:

Supervisor and Contract Administration:

• Directly supervises the work of 5 Dispatchers, 3 part-time continuous dispatchers, and 2 part-time contract dispatchers.
• Provides direction to staff in the development and implementation of policies and operating procedures.
• Ensures fulfilment of contractual obligations in term contracts by working with internal business partners and contracted vendors.
• Provides rental program technical support direction to dispatch staff members and staff in other areas (marketing, stores).
• Liaises with Supervisor Gas Services and Supervisor, Meter Shop, Quality and Maintenance Programs to ensure consistency in services for rental program services.
• Oversees the work of authorized contractors hired to perform rental program services (e.g. water heater installation, maintenance contracts and water heater services) which may include follow up audit checks for quality and customer satisfaction. Ensures compliance to City standards, applicable gas codes/manufacturer instructions and building codes.
• Develops, implements, and explains rental program services policies, practice, and procedures to customers and contractors; which may include involvement in resolution of customer/contractor complaints
• Provides subject matter expertise during the tender process for water heaters, mixing valves, parts and other rental equipment.
• Facilitates contractor\'s work is completed in accordance with the contract and legislated and financial requirements.
• Reviews, completes analysis, and provides reporting to manager for performance of authorized contractors.
• Assists in the program management of warranties and analysis of the contract service level agreements including costing and customer satisfaction.
• Develops processes, training, and communications for Rental Program Services and Sectional Staff to enhance technical, code, and service levels
• Develops, recommends, and implements policy changes for rental program services and dispatch
• Provides technical knowledge/training for sectional staff (e.g. marketing and dispatch)

Service Level Administration:

• Ensures that regulated codes and best practices specifically for Rental Program Services are adhered to and administer appropriate follow -up action
• Identifies opportunities and engages dispatch, QA/QC technician supervisor, gas technicians supervisor, marketing, and contractors to follow service level agreements and improve communication levels
• Makes recommendations to authorized contractors, gas services supervisor, and manufacturers for improvement
• Keeps up to date with changes in technical specifications, technologies, legislation, competition, and the industry (e.g. Best practices, compliance)
• Recognizes, analyzes, evaluates and recommends solutions based on customer relationship management data to deal proactively with trending issues (e.g. customer concerns, tank failures)
• Manages and tracks use of hot water tanks, replacement parts, and truck stock for use in Rental Program Services
• Manages authorized contractors to respond to non-emergency and emergency Rental Program Services customer queries.

Customer Service:

• Receives and responds to escalated customer complaints related to the rental water heater programs and resolves as required.
• Provides front-line customer service for public and City Staff (in person, over the phone, and by e-mail) for technical Rental Water Heater inquiries, or forwards to appropriate gas services staff or third-party vendor.
• Investigates, inspects, and analyzes Rental Water Heather related complaints and concerns, and recommends potential solutions by undertaking necessary studies.
• Mediates between Authorized KU contractors and customers who have concerns over Rental Program Services in cooperation with Gas Services Supervisor or poor service from authorized contractors
• Provides technical advice to customers and Authorized contractors on Gas Code related issues specifically related to the rental water heater
• Performs other job-related duties as required

Program Development and Delivery:

• Administers the rental water heater program and directs authorized contractors on various service level agreements to ensure program goals and results are achieved
• Researches and analyzes the marketplace to recommend user fees for customers
• Explores, researches, and recommends allowances for installation
• Researches, analyzes and makes recommendations to improve effectiveness of the program including communications
• Monitors market conditions, technological changes and best practices to keep abreast of trends and opportunities for cost savings and service improvement
• Research best practices and trends (e.g. pricing) from across Ontario and Canada and provides recommendations to manager.
• Provide recommendation on service contracts.

Requirements:

• 2 years in a specialized post-secondary program: Plumber - Province of Ontario Certificate of Qualification (The Apprenticeship and Tradesmen\'s Qualification Act)
• TSSA Gas Fitter\'s License, G2
• 4 - 7 years of related and relevant experience
• Comprehensive knowledge and understanding of customer service strategies, principles, and operations
• General knowledge of gas industry and water heater appliances, hydronic heating applications that can occur and how to deal with each one
• Strong facilitation skills to elicit feedback and gather information to improve business processes.
• Strong research skills to obtain adequate product knowledge, situational service information, and to keep abreast of market conditions and issues.
• Ability to remain informed on regulated changes for the Rental Water Heater program.
• Excellent organizational skills to effectively meet deadlines and make decisions
• Excellent verbal and written communication skills to communicate with various levels within the organization and external customers.
• Excellent time management skills required to work on multiple projects and tasks simultaneously.
• Problem solving, organization, and analytical skills required to plan and develop objectives and program metrics, conduct cost-benefit analysis and determine and evaluate goals of the program, including administrative, technical, operational, and financial components.
• Skill in the use of a personal computer with knowledge of software packages such as Microsoft Office, work management system (e.g. Clevest), and financial system (e.g. SAP)
• Ability to review and interpret statistical data and program results to relay and present findings and recommendations to all levels of staff.
• Ability to support and project values compatible with the organizations and to participate as an effective team member.

The City of Kitchener is committed to an equity-driven, inclusive, accessible, and barrier-free recruitment and selection process, and to ensuring our workforce reflects the full diversity of the community we serve. We welcome applications from Indigenous, Black, racialized and 2SLGBTQ+ persons, as well as other equity deserving groups.

We will accommodate the needs of applicants under the Human Rights Code and Accessibility for Ontarians with Disabilities Act (AODA) throughout all stages of the recruitment and selection process. Please contact Human Resources at , or 519-741-2200 ext. 7261 to make your needs known, so that we can support your full and equal participation throughout the hiring process.

We appreciate the interest of all applicants. Only candidates whose skills, experience and qualifications meet the requirements of the position will be contacted.

Please note that as per Human Resources Policy HUM-HIR-110, "Employment of Relatives of Staff Members and Elected Officials":

"The immediate relatives of staff of the Human Resources Division, all Directors, General Managers, or the Chief Administrative Officer and Elected Officials shall not be employed by the City in any capacity.

The immediate relatives of all other Management personnel shall not be employed where such employment would be:

1. within the same Department in the case of permanent full-time, temporary full-time and part-time classifications.

2. within the same Division in the case of students."

Department

Infrastructure Services

Division

Gas and Water Utilities

Union Affiliation

Non-Union/Management

Number of Positions

1

Hours of Work

40 hours per week

Location

Initial Location

Kitchener Operations Facility

City

Kitchener

Compensation

Salary Range

$82,404 - $102,999

Grade/Band

9 (under review)

City of Kitchener