Lead Customer Service Management Specialist

Service Manager/Account is responsible for the successful operation and maintenance of multiple VWTS
Engineered System (ES). Services/CAS sites within the region assigned and reporting to Service Fulfillment Leader
South Asia. The incumbent should be technically strong in process and capable to identify issues analyze and do
the troubleshooting. He should ensure plant performance and can deliver an agreed quantity and quality of
treated water and meet other KPIs (Key Performance Indicators). Provides direct oversight leadership and
direction to the Field Services teams to ensure that operating plan targets are met or exceeded in a safe and
compliant manner. Managing customers and O&M team deployed at various locations across India. Accountable
for profitability and sustainable delivery of services. Leads all site management regional service management field
service management and associated customers within the region.
Manage overall account responsible for the effective successful management of sites and ensuring agreed
quantity quality cash collection profitability and compliances.
Responsible for P&L of the O&M account.
Building strong business relationships with the clients and key business stakeholders.
Maintain a safe and healthy work environment within teams by establishing following and enforcing standards
and procedures complying with company and statutory regulations.
Must be knowing the process operation and maintenance of various water and wastewater treatment
technologies Eg. STP/ETP-MBR biological RO UF ZLD EDR etc.
Overall review of O&M sites on regular intervals to verify & optimize service deliverables as per service
contract.
Communicate job expectations planning monitoring appraising and reviewing job contributions by individual/
team.
Vendor management and maintaining associated compliances.
Team building employee motivation and rewards.
Responsibilities include interviewing selection and hiring; training new and existing employees; planning
assigning and directing work.
Reporting O&M account updates and summary to the management on regular intervals.

Qualifications :

Degree/Diploma in Chem/Mech or BSc/MSc Env.

Min 10-12 years work experience in wastewater O&M and out of which at least 4-6 years of supervision role.

Additional Information :

EHS: The incumbent should actively work and ensure adequate RA SOP SMP Checklist and other EHS related
requirements. Ensure all legal requirements should comply within stipulated time. Should practice best practices
e.g. toolbox audit training etc. at site.
People management: Providing guidance and direction to O&M team members monitoring performance and
recognizing individuals. Identifying the developmental needs and helping them to improve their knowledge
skills and performance. Encouraging and building mutual trust respect and co-operation amongst team
members
Customer Management: The incumbent should be smart enough to deal with customers expectations within
the scope of job. Collaborating with multiple stakeholders and ensuring the result.
Services management: Establish service excellence and 9 Standards at site. Ensure all process operational
incidents and EHS related information are reported investigated for root cause analysis and appropriate actions
are initiated. Should proactively initiate VGP and initiate internal and external review.
Finance: To ensure timely submission/collection of invoices and its processing. Regular follow-up for payment
collection and ensure PD should be at minimum level. Initiate necessary actions to reduce cost of operation and
maintenance.
Digital tools Report and review: The incumbent should be well versed with usage of laptop/computer system -
google mail and other google tools MS Office others prepare reports trends presentations etc. for different
reviews. The candidate should be competent using and analyzing data through digital tools e.g. Insight
ServiceMax Gensuit and others.

Problem Solving: Identifying problems analyzing doing RCFA reviewing related information to arrive at the best
possible solutions to be implemented for fixing any issue.
Critical Thinking: Using logic and reasoning to identify the strengths and weaknesses of alternative solutions
conclusions or approaches to problems.
Engineering Technology: Knowledge and hands on experience of maintaining MBR systems and related
equipment. He should be well versed in biological process filtration process CIP and related troubleshooting.
The incumbent should know or be aware of other technologies e.g. UF RO EDR ZLD etc.
Data Management: Ensure timely update of plant related data into system in soft copy or recording in hardcopy
and finally utilize the data smartly for performance enhancement.
Ethics and compliances: Should be transparent compliant and demonstrate integral culture amongst employees
by setting up high standards of ethics and compliance.

As an inclusive company Veolia is committed to diversity and gives equal consideration to all applications without discrimination.

Remote Work :

No

Employment Type :

Full-time