Job Summary:

The Utility Field Service/Loss Control Supervisor is responsible for supervising, coordinating, planning, and prioritizing the operations and daily activities of the Utility Field Services and Loss Control operations of the Public Works Commission. This includes managing the field installation and programming of AMI Smart Meters, ensuring timely account shutoffs on delinquent accounts to minimize write-offs, and ensuring that all meters are properly read, on time, and accurately. The position also supervises the Revenue Protection Program to minimize financial losses due to theft and tampering, approves resolutions to tampering cases, works with law enforcement officials on cases involving illegal activity, and handles difficult and sensitive customer complaints. Responsibilities include serving as a liaison with other departments/units to train individuals to detect tampering, ensuring that meters are programmed and Smart Grid communications are properly operating, responding to service problems involving residential and commercial/industrial electric and water meters, analyzing methods/procedures used in field service and meter reading, instructing in new policies/procedures/changes, visiting field/meter sites, ensuring materials/equipment/tools/supplies are available for services, maintaining inventory of materials/supplies, delegating/monitoring/evaluating work output, providing technical advice/strategy to staff on customer relations issues/methods, implementing/interpreting/maintaining policy, procedures, and processes, processing orders/requisitions/requests for services/forms/applications, preparing/presenting staff reports, and supervising a staff of technicians and others as assigned. The position operates under the general supervision of the Meter Services Manager, with latitude allowed for independent judgment in carrying out the details of the work. Extended hours and on-call availability may be required. Performs related work as required.

Supervisory Responsibilities:

• Supervises a staff of technicians and others as assigned.
• Delegates, monitors, and evaluates work output.
• Provides technical advice and strategy to staff on customer relations issues/methods.
• Implements, interprets, and maintains policy, procedures, and processes.
• Processes orders, requisitions, and requests for services/forms/applications.
• Prepares and presents staff reports.
• Performs other related duties as assigned.

Duties/Responsibilities:

• Supervises, coordinates, plans, and prioritizes the operations and daily activities of the Utility Field Services and Loss Control operations.
• Manages the field installation and programming of AMI Smart Meters.
• Ensures timely account shutoffs on delinquent accounts to minimize write-offs.
• Ensures that all meters are properly read, on time, and accurately.
• Supervises the Revenue Protection Program to minimize financial losses due to theft and tampering.
• Approves resolutions to tampering cases.
• Works with law enforcement officials on cases involving illegal activity.
• Handles difficult and sensitive customer complaints.
• Serves as a liaison with other departments/units to train individuals to detect tampering.
• Ensures that meters are programmed and Smart Grid communications are properly operating.
• Responds to service problems involving residential and commercial/industrial electric and water meters.
• Analyzes methods/procedures used in field service and meter reading.
• Instructs in new policies/procedures/changes.
• Visits field/meter sites.
• Ensures materials/equipment/tools/supplies are available for services.
• Maintains inventory of materials/supplies.
• Delegates, monitors, and evaluates work output.
• Provides technical advice and strategy to staff on customer relations issues/methods.
• Implements, interprets, and maintains policy, procedures, and processes.
• Processes orders, requisitions, and requests for services/forms/applications.
• Prepares and presents staff reports.
• Performs other related duties as assigned.

Required Skills/Abilities:

• Thorough knowledge of safety rules, regulations, and procedures.
• Thorough knowledge of methods, practices, techniques, and procedures involved in the Utility Field Service and Loss Control sections.
• Thorough knowledge of legal issues involving theft of utility services.
• Thorough knowledge of the streets, route layouts, and meter locations.
• Thorough knowledge and understanding of the various utility rates and schedules.
• Good knowledge of supervisory concepts and practices including budget, personnel, purchasing, and administrative functions.
• Skill in using computers and applicable software as well as the ability to troubleshoot and resolve system problems.
• Ability to process work/forms/materials involving computations with a high degree of accuracy.
• Skill in performing accurate mathematical computations.
• Ability to analyze situations/data and make sound effective recommendations based on facts and the validity of the case.
• Ability to research and maintain accurate records, reports, and files.
• Ability to plan, organize, schedule, assign, train, monitor, and evaluate staff.
• Ability to communicate effectively both orally and in writing.
• Ability to respond to and resolve customer requests/concerns.
• Ability to train, orient, and teach skills to new employees and inform others of changes in policies/procedures.
• Ability to supervise people and multiple projects and monitor/evaluate the work of staff.
• Ability to deal with employees, customers, and all contacts with tact and maintain control in sensitive, difficult, and complex situations.
• Ability to develop and maintain effective working relationships with customers, the general public, officials, vendors, contractors, and all levels of employees.
• Knowledge of applicable engineering specifications, APPA and AWWA requirements, and meter calibration procedures related to environmental laws.

Education and Experience:

• Graduation from a two (2) year accredited university/college or technical school with a degree/certification in electric systems, electronics, or related field and a minimum of seven (7) years of progressively responsible experience in utility field services/meter reading working in/for a utility which includes lead worker or supervisory responsibilities; OR
• Graduation from high school or possession of a high school equivalency diploma and a minimum of eleven (11) years of progressively responsible experience as defined above; OR
• An equivalent combination of education, training, and experience as defined above.

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.