Director, Field Services (US)

About Metergy Solutions, LLC (“Metergy”) 

As the largest submetering provider in New York, and top 5 across North America, we’ve brought turnkey solutions to our clients for over 20 years. We help our customers effectively manage their utility consumption through a unique operating model called Submetering as a Service, where Metergy owns the physical submetering assets within a multifamily residential building and is responsible for all aspects of the utility submetering operation for electricity, water, gas, and thermal utility consumption.  In the eyes of a resident, Metergy is the utility.  We design, supply, install, and read submeters of any make or model, directly bill residents for their utility consumption, and handle all resident questions or concerns.  Across all building types, retrofit or new construction, we have the knowledge, equipment and staff to deliver a comprehensive solution, from design, to implementation to billing. We are focused on maintaining strong customer relationships and value team collaboration to achieve our goals. For more information about Metergy, please visit us online https://www.metergysolutions.com/

Metergy is a portfolio company of Brookfield Infrastructure. Brookfield is one of the world’s largest investors, owners and operators of infrastructure assets across the utilities, transport, energy, data and sustainable resources sectors. This sponsorship provides Metergy with access to large-scale capital, infrastructure investment expertise and global reach.

Our Mission

Provide building owners and occupants with accurate and reliable utility consumption data through market-leading expertise in turnkey submetering and billing, while fostering a workplace with inspired team members empowered to do more good. 

Position Summary

The Director of Field Services oversees the entire field service operations for Metergy Solutions LLC.  Primary responsibilities involve strategic planning, management, and ensuring that field service teams deliver efficient, high-quality service to customers.

Position Accountabilities:

• Developing Field Service Strategy: Create long-term strategies for field service operations, ensuring alignment with the company’s goals and customer service objectives.
• Process Improvement: Identify areas for improvement in processes, training, technologies, and service offerings to enhance efficiency and improve customer satisfaction.
• Technology Integration: Implement and oversee the adoption of technology solutions (e.g., field service management software, mobile tools) to optimize field operations.
• Budgeting and Financial Oversight:  P&L responsibilities including the development and management of the field service department budget, ensuring cost-effective operations while maintaining high service standards.
• Resource Allocation: Ensure that the field service team has the proper resources, including staffing, tools, and training, to meet operational demands.
• Team building: Oversee field service supervisors and managers, providing them with direction and support to manage their teams effectively.
• Performance Metrics: Establish and maintain key performance indicators (KPIs) and goals for the field service teams, monitoring their performance to ensure targets are met or exceeded.
• Customer Experience Management: Ensure the field service team provides an exceptional customer experience by delivering timely, professional, and efficient services.
• Escalation Point: Act as the point of contact for resolving high-level customer issues or complaints related to field service operations.
• Regulatory Compliance: Ensure that field operations comply with industry regulations, safety standards, and legal requirements.
• Safety Program Management: Oversee the development and implementation of safety programs, ensuring that field technicians operate in safe conditions and follow proper safety protocols.
• Third-Party Contractor Relations: Own and manage relationships with vendors, suppliers and contractors key to the department’s operations.

Qualifications:

• Undergraduate or Graduate degree in business administration, operations management, engineering or IT (relating to the service industry)
• 10 + years related submetering or related industry experience.
• 5+ years in managerial positions leading teams of 10 + members
• Experience managing field service operations, including scheduling, resource allocation, customer service management, and process optimization.
• Experience in leading organizational change, especially in process improvements or technology implementations.
• Experience with budgeting, cost control, and financial forecasting in field operations.
• Knowledge of electrical and mechanical systems in Residential and Commercial buildings
• Strong financial modeling skills required with a high level of proficiency in Excel
• Proficiency in other MS Office tools including Word, and Visio, VBA is an asset
• Strategic thought leadership – a big-picture view while executing functional requirements
• Strong analytical and problem-solving skills, capable of multi-tasking and comfortable under pressure
• Highly motivated, pro-active, flexible professional with the ability to adapt to a complex and quickly changing environment;
• Ability to interact with ease among all leadership levels within the organization.

Metergy is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or any other legally protected status. We strive to create an inclusive and diverse workplace for all.