Environmental Services Technology Coordinator

City of High Point•High Point, NC

1d•Onsite

About The Position

As a key member of the Environmental Services Department, the Environmental Services Technology Coordinator oversees the department's technology systems, software applications, training initiatives, and operational communications. This position serves as the department administrator for Routeware and related technology platforms while ensuring accurate customer account management, work order processing, reporting, and communication between office and field personnel. The Environmental Services Technology Coordinator works closely with management, Information Technology, Finance, Customer Service, and operational staff to improve efficiency through technology, training, and continuous process improvement.

Requirements

Associate Degree in: Business Administration, Information Technology, Public Administration, Environmental Sciences, Geographic Information Systems, Computer Information Systems or closely related field AND Two (2) years of experience administering software systems, providing employee training, or supporting operational technology.
OR High School Diploma/GED AND Five (5) years of progressively responsible experience in technology administration, operations support, customer service software, Routeware (or comparable routing/work order software), or municipal operations.
Thorough knowledge of: Routeware software, Routing software, Work order systems, Customer account management, Microsoft Office, Database management, Mobile technologies, GIS concepts, Reporting systems, Customer service principles.
Ability to: Train employees, Present technical information, Analyze operational data, Coordinate multiple projects, Communicate effectively, Resolve software issues, Produce reports, Work independently, Maintain confidential information.

Nice To Haves

Bachelor's Degree
Five years of experience in: Environmental Services, Solid Waste, Public Works, Fleet Services, Municipal Operations
Experience with: GIS, Cartegraph, Fleet telematics, Power BI, SQL reporting, Asset Management Systems

Responsibilities

Serve as the department administrator for Routeware and related Environmental Services software.
Configure and maintain Routeware users, permissions, routes, assets, and system settings.
Coordinate software upgrades, testing, and implementation.
Evaluate new software and technology solutions that improve departmental efficiency.
Coordinate technical support with Information Technology and software vendors.
Assist with GIS integration, mobile devices, GPS systems, and vehicle technology.
Partner with Code Enforcement to support the use of surveillance cameras for illegal dumping enforcement.
Develop department technology training programs.
Train employees on: Routeware Mobile tablets, GPS technology, Work order software, Customer service software, City technology systems.
Develop Standard Operating Procedures (SOPs).
Create user manuals and training documentation.
Coordinate required departmental technology training.
Assist with onboarding and orientation of new employees.
Verify customer accounts.
Review service requests for accuracy.
Coordinate service changes.
Update customer information.
Process route adjustments.
Verify addresses and service eligibility.
Assist Customer Service staff with technology-related issues.
Resolve Routeware account discrepancies.
Create work orders.
Assign work orders.
Monitor work order completion.
Close completed work orders.
Track service performance metrics.
Generate daily operational reports.
Maintain service history records.
Receive and coordinate two-way radio communications.
Dispatch information to supervisors and field crews.
Document operational issues.
Monitor emergency communications.
Coordinate route changes during emergencies.
Assist with severe weather and disaster operations.
Produce operational reports.
Develop performance dashboards.
Track productivity metrics.
Prepare reports for management.
Analyze service trends.
Monitor key performance indicators.
Assist with annual budget reporting.
Recommend improvements to department processes.
Research new technologies.
Participate in software user groups.
Coordinate pilot projects.
Improve workflow efficiencies.
Assist management with strategic technology planning.
Ensure compliance with OSHA regulations.
Follow City Safety Standards.
Promote safe technology use.
Maintain technology security.
Perform other duties as assigned.