Application Technician 2 - Finance/Administration & Dispatch Support

The Application Technician 2 requires the ability to work in a fast-paced environment while performing multiple tasks while using multiple information technology systems for service verification and resolution. The position requires the ability to effectively communicate with internal and external customers, while maintaining composure to ensure delivery of quality customer service. The incumbent coordinates and manages the daily trash and recycling routes for the City’s waste collection and coordinates with HUB Nashville and work order within CityWorks to ensure delivery of service time, working with customers to fulfill requests to resolve any concerns. Performs related duties as required. Waste Services is responsible for weekly curbside waste and every other week curbside recycling collection for over 151,000 customers in the urban services district as well as collection of over 200 public litter baskets in the downtown Nashville corridor. The division also operates four convenience centers where residents of Davidson County can bring waste, recycling, bulk items, food waste, household hazardous waste, and other items for recycling or disposal and eight recycling drop-off locations available to residents who do not qualify for curbside recycling collection.

Waste Services currently employs staff members working in collection, administration, customer service, education, landfill engineering, development review, and outreach.

Typical Duties

Technical and Administrative Functions

• Prepares and distributes daily drivers’ packets (keys, radios, maps, and truck related paperwork)
• Coordinates and manages daily Waste Collection routes by using the department’s routing software to distribute daily assignments to drivers/vehicles
• Communicates with drivers and operations personnel via phone, radio and/or software systems to provide updates or support to help resolve issues that occur in the field.
• Serves as emergency point of contact for drivers and field support
• Reviews daily route paperwork, enter and/or update customer and cart information to database and route management tool.
• Records and documents information from drivers and distributes to appropriate operations staff.
• Coordinates with HUB Nashville and services within CityWorks to ensure delivery of service, working with customers to fulfill requests and resolving customer concerns.
• Receives and prioritizes incoming service requests, emergency calls, and work orders to ensure timely dispatching of appropriate personnel and equipment.
• Alerts operations staff and supervisors to service-related issues submitted to HUB Nashville
• Monitors and reviews daily vehicle inspections using department’s software systems.
• Tracks and monitors fleet vehicles using GPS and telematic systems to monitor progress of daily waste collections
• Collects data and provides statistical and operational reports from various software tools as needed

General Duties

• Participates in meetings and workshops as required.
• Keeps abreast of technological updates and process improvements relevant to both administrative and dispatch operations.
• Performs special projects and other assigned duties as required.

Supervision Exercised / Supervision Received

• May lead and train Application Technicians 1 and/or various support personnel.
• Employees work under general supervision and reports to a designated supervisor who reviews completed work and provides guidance on complex matters.

High School Diploma or equivalent, plus six (6) years of experience in dispatching, routing, or operational coordination

Additional education in supply chain management or related field may be considered in lieu of experience (1:1 Ratio)

Candidates with accreditations earned in a foreign institute are encouraged to apply.

Note: Per Metro Ordinance No. SO94-1078. All employees of the Metropolitan Government shall be residents of the State of Tennessee or become residents of the state within six (6) months of employment as a prerequisite to employment with the Metropolitan Government.

Preferred Experience, Knowledge, Skills, and Abilities

• Knowledge of software systems, processes, and reporting function
• Experience in leading, training, or supporting staff effectively

Pulled from the full job description

• Paid holidays