UFS/LOSS CONTROL SUPVR

Fayetteville Public Works Commission•Fayetteville, NC

20h•$73,301 - $96,575

About The Position

The Utility Field Service/Loss Control Supervisor supervises, coordinates, plans, and prioritizes daily Utility Field Services and Loss Control operations for the Public Works Commission. The role manages field installation and programming of AMI Smart Meters, helps ensure timely shutoffs for delinquent accounts, and ensures meters are read accurately and on time. It also oversees the Revenue Protection Program to reduce losses from theft and tampering, approves tampering-case resolutions, works with law enforcement on illegal-activity cases, and handles difficult and sensitive customer complaints. The supervisor coordinates with other departments and units to train staff to detect tampering; ensures meter programming and Smart Grid communications operate properly; responds to residential and commercial/industrial electric and water meter service problems; and analyzes field service and meter-reading methods and procedures. The position instructs staff on policy and procedural changes, visits field and meter sites, ensures required materials and equipment are available, and maintains supplies inventory. It supervises technicians and others as assigned, delegates and evaluates work, advises staff on customer relations, maintains policies and processes, processes service-related orders and requests, and prepares and presents staff reports. The position works under the general supervision of the Meter Services Manager, with latitude to exercise independent judgment in carrying out the details of the work. Extended hours and on-call availability may be required. Related duties may be assigned.

Requirements

Thorough knowledge of safety rules, regulations, and procedures.
Thorough knowledge of methods, practices, techniques, and procedures involved in Utility Field Service and Loss Control.
Thorough knowledge of legal issues involving theft of utility services.
Thorough knowledge of streets, route layouts, and meter locations.
Thorough knowledge and understanding of utility rates and schedules.
Good knowledge of supervisory concepts and practices, including budget, personnel, purchasing, and administrative functions.
Skill using computers and applicable software, including troubleshooting and resolving system problems.
Ability to process work, forms, and materials involving computations with a high degree of accuracy.
Skill in performing accurate mathematical computations.
Ability to analyze situations and data and make sound recommendations based on facts and case validity.
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 orally and in writing.
Ability to respond to and resolve customer requests and concerns.
Ability to train, orient, and teach skills to new employees and inform others about policy and procedural changes.
Ability to supervise people and multiple projects and monitor and evaluate staff work.
Ability to deal tactfully with employees, customers, and other contacts and maintain control in sensitive, difficult, and complex situations.
Ability to develop and maintain effective working relationships with customers, the public, officials, vendors, contractors, and employees at all levels.
Knowledge of applicable engineering specifications, APPA and AWWA requirements, and meter calibration procedures related to environmental laws.
Either graduation from a two-year accredited university/college or technical school with a degree or certification in electric systems, electronics, or a related field, plus at least seven years of progressively responsible utility field services/meter-reading experience including lead-worker or supervisory responsibilities; or high school graduation or equivalent plus at least eleven years of such experience; or an equivalent combination of education, training, and experience.
Prolonged periods of sitting at a desk and working on a computer; must be able to lift up to 15 pounds at times.

Responsibilities

Supervise, coordinate, plan, and prioritize daily Utility Field Services and Loss Control operations.
Manage field installation and programming of AMI Smart Meters.
Ensure timely shutoffs on delinquent accounts to minimize write-offs.
Ensure meters are read properly, accurately, and on time.
Supervise the Revenue Protection Program to minimize financial losses from theft and tampering.
Approve resolutions to tampering cases and work with law enforcement officials on cases involving illegal activity.
Handle difficult and sensitive customer complaints.
Liaise with other departments and units to train individuals to detect tampering.
Ensure meters are programmed and Smart Grid communications operate properly.
Respond to service problems involving residential and commercial/industrial electric and water meters.
Analyze methods and procedures used in field service and meter reading.
Instruct staff on new policies, procedures, and changes.
Visit field and meter sites.
Ensure materials, equipment, tools, and supplies are available for services and maintain inventory of materials and supplies.
Supervise technicians and others as assigned; delegate, monitor, and evaluate work output.
Provide technical advice and strategy to staff on customer-relations issues and methods.
Implement, interpret, and maintain policies, procedures, and processes.
Process orders, requisitions, and requests for services, forms, and applications.
Prepare and present staff reports.
Perform related duties as assigned.