United States onlyWM, a Fortune 250 company, is the leading provider of comprehensive waste and environmental services in North America. We are strongly committed to a foundation of operating excellence, professionalism and financial strength. WM serves nearly 25 million customers in residential, commercial, industrial and municipal markets throughout North America through a network of collection operations, transfer stations, landfills, recycling facilities and waste-based energy production projects.
I. Job Summary
Provides leadership to the Technical Service Center (TSC) team, including coaching and daily floor management. Partners with Industrial Sales team to drive industrial and hazardous waste sales revenue growth. Drives continuous improvement to the overall customer experience.
Candidate must reside in the Midwest (IL, IN, IA, KS, MI, MN, MO, NE, ND, OH, SD, WI) based on customer support needs
II. Essential Duties and Responsibilities
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Other minor duties may be assigned.
- Performs side by side coaching and one on one progress reviews with Technical Service Center team.
- Provides reports and communication to the Technical Service Manager on team performance and mindset.
- Maintains and leverages Talent Management tools for facilitating check-in conversation, as well as mid-year and year-end individual reviews with team.
- Facilitates communication and implementation of best practices to the Technical Service Center team.
- Managing KPI, scorecards and voice of the customer survey responses.
- Develops action plans for identified deficiencies and team development.
- Participates and takes an active leadership role in committees within the department.
- Designs, implements and maintains job performance tracking tools in conjunction with the Technical Service Manager.
- Ensures timely internal and external customer follow-up.
- Facilitates and participates in new Technical Service Center personnel onboarding.
- Develops and maintains Standard Operating Procedures (SOP's) within the Technical Service Center in conjunction with the Technical Service Manager.
- Assists Technical Service Representative to trouble-shoot problematic customer situations through to resolution.
- Collaborates with the M&I Sales Team to resolve issues and drive improved partnerships.
- Maintains proficiency in the use of the Waste Management Technical Service Center and Sales team's tools and systems.
- Monitors real-time contact handling performance and proactively reacts to service delivery issues.
III. Supervisory Responsibilities
The highest level of supervisory skills required in this job is the management of supervisory employees. This includes:
- Direct supervision of full-time employees, including: Technical Service Representatives and Industrial Sales Coordinators.
IV. Qualifications
The requirements listed below are representative of the qualifications necessary to perform the job. Must live and work in the US.
A. Education and Experience
- Education: Bachelor's Degree in Science, Business Administration, Environmental or similar area of study, or in lieu of degree, High School Diploma or GED (accredited) and four (4) years of relevant work experience.
- Experience: Three (3) years of related work experience (in addition to education requirement).
B. Certificates, Licenses, Registrations or Other Requirements
- Applicable regulatory training.
C. Other Knowledge, Skills or Abilities Required
- Knowledge of hazardous waste regulations, DOT requirements, and corporate policies and procedures required. Requires proven experience with Microsoft Word, Excel, and PowerPoint. Requires superior interpersonal skills for internal and external interactions.
LANGUAGE SKILLS:
- Ability to read and interpret documents such as safety rules, operating and maintenance instructions, procedure manuals, general business periodicals, professional journals, technical procedures, and governmental regulations required. Ability to write routine reports and correspondence required. Ability to speak effectively before groups of customers and/or employees of organization is required.
MATHEMATICAL SKILLS:
- Ability to add, subtract, multiply and divide in all units of measure, using whole numbers is required. Ability to calculate figures and amounts such as discounts, interest, commissions, percentages, area, circumference and volume is required.
REASONING ABILITY:
- Ability to prioritize and apply common sense to carry out instructions furnished in written, oral, or diagram form is required. Ability to deal with and solve practical problems is required.
V. Work Environment
Listed below are key points regarding environmental demands and work environment of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.
- Required to use motor coordination with finger dexterity (such as keyboarding, machine operation, etc.) part of the work day;
- Required to exert physical effort in handling objects less than 30 pounds rarely;
- Required to be exposed to physical occupational risks (such as cuts, burns, exposure to toxic chemicals, etc.) rarely;
- Required to be exposed to physical environment which involves dirt, odors, noise, weather extremes or similar elements rarely;
- Normal setting for this job is a home office setting.
The expected base pay range for this position across the U.S. is $61,100 - $84,180. This range represents a good faith estimate for this position. The specific salary offered to a successful candidate may be influenced by a variety of factors including the candidate’s relevant experience, education, training, certifications, qualifications, and work location. In addition, this position is eligible for incentive pay.
Benefits
At WM, each eligible employee receives a competitive total compensation package including Medical, Dental, Vision, Life Insurance and Short Term Disability. As well as a Stock Purchase Plan, Company match on 401K, and more! Our employees also receive Paid Vacation, Holidays, and Personal Days. Please note that benefits may vary by site.
If this sounds like the opportunity that you have been looking for, please click "Apply.
Equal Employment Opportunity
For United States: WM is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, gender identity, national origin, age, disability, status as a protected veteran or any other characteristic protected under applicable federal, state, or local law.
For Canada: WM is committed to the principle of equal employment for all applicants and employees, without discrimination on the basis of all grounds protected by applicable human rights legislation. Accommodations are available on request for candidates taking part in all aspects of the selection process. Please notify us if you require accommodation.
Real ID
In order to travel by air or access federal property, federal law requires individuals have a REAL ID or an acceptable alternative. This position may require the successful candidate to travel by air for business reasons, or service federal property. Accordingly, successful candidates must have, or be willing to obtain, a REAL ID, or TSA approved alternative.
Canada only
