Metering Supervisor

Veolia Environnement SA•Hackensack, NJ

13h•$90,000 - $95,000•Hybrid

About The Position

The Supervisor is at the forefront of our efforts to maintain and enhance revenue integrity through diligent oversight of field revenue-generating projects and exceptional field customer service practices. This role is essential in supporting our Field Service Representatives (FSRs) to ensure they adhere to safe, efficient, and standardized work practices while actively promoting a culture geared towards proactive customer engagement and accurate metering in the field. The supervisor's responsibilities extend beyond overseeing the day-to-day field operations; they are pivotal in aligning field situational awareness with our strategic objectives to safeguard and optimize revenue. Through qualifying the work completed by FSRs, the supervisor ensures all activities meet our rigorous company standards and regulations, thereby contributing significantly to our operational excellence and customer satisfaction. The role requires detailed management of FSRs' workloads, including scheduling, dispatching, and supervising field and office tasks related to meter operations, billing investigations, and enhancing field customer interactions. The objective is to drive a team that not only upholds safety and standard work practices but also excels in revenue integrity, thereby supporting our overarching goal of customer service.

Requirements

Bachelor's degree or equivalent work experience.
3-5 years supervisory/management experience of field operations or equivalent.
Significant technical expertise and experience required as it relates to internal control structure, policies, procedures and compliance.
Direct supervision of a union workforce.
Budgeting, planning and forecasting experience.
Effective supervision and coordination of field service and metering operations, ensuring seamless execution of daily activities and lead a unionized staff environment.
Ability to work independently, manage time effectively and prioritize multiple, complex work assignments.
Excellent communication (written/oral) and interpersonal skills.
Flexibility, adaptability and the ability to interact effectively with all levels of management.
Ability to prepare written technical reports and interact effectively and diplomatically with management and/or bargaining unit employees as well as regulators, consultants, municipal officials, customers and the general public.
Knowledgeable and competent in the use of personal computers. Extensive experience in word processing, preparation and utilization of spreadsheets and presentation materials, including experience or the ability to become proficient in the following software / applications: Excel, PeopleSoft, Intelex, CC&B, Workorder management systems, Google Applications(Gmail, Calendar, Google Drive, Docs, Sheets, Slides, Forms).
Working knowledge of software applications relating to meter reading as well as handheld and mobile units.
Proficient in meter changes, end points, operations, repair, and backflow prevention devices.
Thorough understanding and enforcement of health and safety regulations, BPU regulations and Union contracts.
Ability to drive between different locations and job sites.
Must be able to read and write.
Ability to learn new water industry technology and teach.
Must be able to understand regulatory requirements.
Valid NJ Driver’s License.

Nice To Haves

Plumbing experience is a plus but not required.

Responsibilities

Supervision of the Field Service staff (FSRs) and Customer Service Field Representatives (CSFRs).
Responsible for overseeing the daily field activities related to installing, replacing, repairing, reading and testing of meters and end points and all associated devices.
Responsible for coordinating and/or overseeing the meter change out programs (all sizes) and ensuring annual change out targets are met as required by the Board of Public Utilities (BPU).
Coordinate and investigate issues and meter reading exceptions (no reads, High/Lows, consecutive estimates, zero consumption). Determine the best course of action to resolve. Assign accordingly to appropriate office / field staff.
In coordination with planning/scheduling, responsible for overseeing the daily field activities and schedules of the Meter Department. Establish and adhere to agreed upon meter reading / billing schedules.
Responsible for performing weekly quality assurance/control investigations of work performed to ensure work is performed in line with department, regulatory and safety standards. These include, but are not limited to, small and large domestic meter installations, end points, fire line installations, etc.
Ensure 100 % compliance with all regulatory requirements pertaining to meter reading, age and testing.
Responsible for all aspects of meter inventory as well as meter replacement parts and associated reading devices as required by change out program activity.
Ordering and approving the purchase of department related materials. This is to be done in compliance with company procurement policies and/or established compliance standards.
Responsible for preparing assignment rosters, reviewing time sheets, tracking absences and time off requests, making inspections of various field projects, processing job sheets, and making personal contacts with customers, plumbers and contractors as needed.
Reconciliation of all scheduled and unscheduled work daily (planned work vs. completed).
Ensure all meter test results from either “Age” related or “Random Sampling” programs are recorded in a format conducive with company and BPU reporting requirements and ensure that reports are accurate and submitted to the appropriate regulatory agency in a timely manner.
Ensure safety compliance with all company and OSHA safety standards including the scheduling and tracking of all required training in conjunction with Veolia’s safety programs. This also includes following the safety guidelines for on-the-job related injuries.
Be an active participant in the process of reducing Non-Revenue Water where and whenever possible.
Provide support in response to BPU inquiries, requests, or complaints. Ensure a prompt response to customer inquiries, requests, or complaints.
Review and evaluate work orders, particularly those deemed "problematic/incomplete," providing guidance, feedback, or corrective action to field staff.
Partner with the New Business department to handle new meter installs ensuring compliance with standards.
Clearly communicate staff duties and responsibilities, work policies, rules, and regulations. Develop protocols for managing contingencies and emergencies, including planning for sufficient staffing during unexpected situations and absences.
Participate in developing and implementing the department’s standard operating procedures.
Monitor and report on relevant KPIs.
Emergency Response: Must be able to respond to emergency calls and work extended hours as needed.
Provide support on special projects as assigned.
Other duties as assigned.