Rental Water Heater Specialist

2 weeks ago

Kitchener, Canada City of Kitchener Full time

**Rental Water Heater Specialist**

**Competition Number**

142-791

**Job Code**

1421

**Posting Date**

January 9, 2023

**Closing Date**

January 22, 2023 (at 6:00pm)

**Job Status**

Permanent Full-Time

The
- **City of Kitchener** is a vibrant and dynamic city of approximately 240,000, in the heart of southwestern Ontario. As the largest municipality in Waterloo Region, Kitchener continues to be poised for development and growth, enhancing its reputation as a leader in city-building and innovation, with nationally recognized strategies to build its neighbourhoods, its digital infrastructure and its diverse economy.The
- **City of Kitchener** is WHERE you want to work Learn more about the top reasons to join us:
**Why work at the City of Kitchener**

Position Overview:
- The Rental Water Heater Specialist administers the Kitchener Utilities rental water heater program and develops, implements, and evaluate strategies for new business and revenue development.- This role will be responsible for program customer service including facilitating and coordinating service levels of third party contractors, Kitchener Utilities staff including technicians, dispatch, and rental water heater staff. Additionally, the role will administer contract service agreements, develop operational workflows, retrieve and monitor data related to the effective utilization of resources and enhancing customer experiences and developing and coordinating technical compliance of the program through site inspections, knowledge of agreements and legislative requirements; building effective relationships with service technicians and contractors; and effectively communicating expectations to customers.**Responsibilities**:
- Administers the rental water heater program and directs service providers and contractors on various service level agreements to ensure program goals and results are achieved.
- Researches and analyzes the marketplace to recommend user fees for customers.
- Explores, researches, and recommends additional lines of revenue generation for the Business Development and Customer Experience portfolio.
- Supervises third party vendors to respond to non-emergency and emergency Rental Water Heater customer queries.
- Assesses ongoing program(s) value to Kitchener Utilities, conducts cost/benefit analysis, and identifies opportunities to generate additional revenue and/or develop market exit strategies for unsuccessful programs.
- Assists in the development, operational planning, implementation, and evaluation of business development activities including research, data and cost/benefit analysis, data collection and policy/procedure development.
- Initiates and develops new methods, procedures, services or activities within rental water heater programs.
- Assists in the establishment of protocols for the oversight, monitoring, management, and reporting of KPIs.
- Research best practices and trends (e.g. pricing) from across Ontario and Canada and provides recommendations to supervisor.
- Develops specifications, provides responses to questions and approves the award of the contract.
- Ensures contractor’s work is completed in accordance with the contract and legislated and financial requirements.
- Reviews, completes analysis, and provides reporting to manager for operational contractors
- Responds to issues on site and works with contractors to resolve.
- Develops processes, training, and communications for Sectional Staff to enhance service levels.
- Receives and responds to escalated customer complaints related to the rental water heater programs and resolves as required.
- Facilitates training and support to heating contractors and coordinates with gas technicians.
- Requirements:
- Minimum 3-year degree/diploma in a related field (ie. business, marketing).
- 2-4 years of related and relevant experience.
- Valid MTO “G” class driver’s license to visit customer and contractor sites.
- Comprehensive knowledge and understanding of customer service strategies, principles and operations, and public relations.
- General knowledge of gas industry and water heater appliances as well as the variety of call situations that can occur and how to deal with each one.
- Problem solving, organization, and analytical skills required to plan and develop objectives and program metrics, conduct cost-benefit analysis and determine and evaluate goals of the program, including administrative, technical, operational, and financial components.
- Knowledge and understanding of all aspects involved in the analysis, development, and implementation of business plans and successful marketing programs.
- Strong negotiation skills and ability to market new products to home builders and contractors.
- Strong facilitation skills to elicit feedback and gather information to improve business processes.
- Excellent verbal and written communication skills to communicate with various levels within the organization and external customers.
- Excellent time

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