Customer Service Management Specialist

Company Description

About Veolia
Veolia group aims to be the benchmark company for ecological transformation. In 2022, with nearly 220,000 employees worldwide, the Group designs and provides game-changing solutions that are both useful and practical for water, waste and energy management. Through its three complementary business activities, Veolia helps to develop access to resources, preserve available resources, and replenish them. In 2021, the Veolia group supplied 79 million people with drinking water and 61 million people with wastewater service, produced nearly 48 million megawatt hours of energy and treated 48 million metric tons of waste.

Job Description

Job Summary:

The overall site in-charge will have to manage, guide and provide engineering and administrative expertise to ensure smooth operations of plants having integrated technologies relevant to the site (Eg. Biological, MBR, PUF, RO, Ion exchange, ZLD etc.) by meeting set KPI’s in accordance with the agreement with Customers adhering to terms of O&M service contract with Customers. Has to have regular interactions with both internal & external stakeholders in a timely manner to ensure the continuous availability of all plant equipment at all times. The overall in-charge to lead O&M team and ensure compliance in all respects, Below is the summary of responsibilities of a site-in charge.

Essential Responsibilities / Expectations: 
Driving safe work culture at site. Ensuring zero LTI. Efficient O&M execution as per customer contract. Service excellence as per Veolia standards. Stakeholder management: Customers, vendors and internal team. Team handling and people development. Prompt in reporting of plant operations at set frequencies (Daily, Monthly, Quarterly and Annually) to both internal & external stakeholders Financial acumen - Site O&M execution within defined budget, ensuring profitability by tracking spent v/s budget and value generation/cost saving ideas. Consistently working on optimizing the cost of services. Responsible for getting positive service feedback from customers (High NPS Score). Proper inventory management at site, ensure regular followup with the Customers/vendors/stakeholders on availability of all the service execution related spares and consumable. Adherence to Veolia Ethics and compliance.

Ensuring overall plant maintenance by maintaining healthy equipment status
-100% plant availability. Responsible for Maintenance: PM schedules, CM and

BD maintenance. Usage of Veolia digital tools and reporting. Ensure timely
creation, submission of invoices and payment collections. Adherence to HR
related compliance documents and audit requirements Collect, develop,
manage, and maintain all relevant plant and equipment documentation. Ensure
compliance to all EHS regulations and procedures (RA, SOP, Veolia
Frameworks etc). Flexible in working hours- depending on site requirement.
Responsible for customer contract renewals through service excellence

Qualifications

A Bachelor's or Master's degree in Engineering (Chemical/Mech./Electrical) with
relevant experience.

Additional Information

7-10 years of relevant experience in a complex waste water treatment
plant.

● Awareness and hands on experience of driving EHS at site.
● Have experience on O&M of complex water treatment plants (STP, WTP &
ETP).
● Hands-on experience on the operations of Veolia technologies available at
site (Eg. Biological, MBR, PUF, RO, Ion exchange, ZLD etc)
● Hands on experience in doing root cause failure analysis (RCFA) and
troubleshooting.
● Read and understand PIDs and technical diagrams and drawings
● Should have exposure to stakeholder management.
● Excellent communication skill: Fluent in spoken and written English
● Good analytical competencies
● Skills on writing SOPs and RA and preparing management reports.
● Time management, planning & team player.
● Acceptance to work in a multicultural team environment

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