(FSTL)-Field Service Technician Team Lead

General Responsibilities :

Coordinate and monitor activities of the Area Field Services team, ensuring individual member goals are achieved in support of assigned team goals. Interpret and communicate organizational directives and apply them to the team and individual objectives. Act as a liaison, representing the team and interfacing with the departmental management. Provide input to management regarding individual team performance. Recommend changes to improve program content. Participate in the development of training programs regarding new products or services. Perform duties of the Superintendent in their absence. .

Essential Job Functions :

• Lead and monitor a team of service technicians to maintain performance levels of service orders and collections to meet performance standards
• Train and develop new and existing employees to educate them on performance standards and how to properly operate equipment, lock, meters, valves, and meter re-setters
• Assist with evaluations and other performance issues within the team Work with other teams throughout all phases of assigned projects
• Review weekly vehicle inspections with each employee and report all maintenance concerns to the supervisor of the vehicle maintenance department
• Perform private meters and pool inspections for sewer credits
• Interface with operations and management contacts within the department and organization to communicate results achieved and seek to improve and expand field service operations, researching and resolving escalated customer accounts with high bill issues and meter reading errors
• Deploy continuous efforts to improve operations, reduce operating costs, streamline work processes, and collaborate with other departments to provide quality, seamless customer service Monitor all support items to ensure weekly progress is communicated
• Complete field inspections in and new tap installations to ensure that plumbers and contractors comply with the organization's applicable codes and that Meter Distribution, Maintenance, Plumbers and Contractors make taps according to guidelines Inspect taps for new fire services and routes as necessary
• Inspect water services for correct installation or any other irregularities; make repairs and adjustments; shut the water off for plumbing defects as needed; advise customers if repairs are required or discontinue service if the unauthorized connection is connected in the meter setting
• Check meters and area of meter setting and repair if possible; report unsafe conditions, including street leaks, service leaks, broken meter boxes, meter lids, and other field-related irregularities
• Use maps, GPS and meter reading tools to locate and perform a reading of the meters assigned
• Communicate with customers by providing excellent customer service while performing duties with the public; answer customers' concerns or complaints professionally regarding reading billing errors
• Provide revenue protection services at the point of discovery and report customers illegally using water service Disconnect service s when necessary
• Perform duties in SAP updating customer addresses, verifying correct information, working clarification cases, updating meter locations, etc
• Perform daily scheduled routes and additional assignments by operating computers and electronic devices throughout the system
• Perform and ensure daily route closeouts by completing all paperwork in the system
• Keep assigned vehicle clean, report all mechanical problems and track service records Maintain a valid driver's license
• Adhere to all traffic laws, safety policies and procedures when driving company vehicles
• Work an on-call rotating schedule outside the regular schedule on a rotating basis
• Perform all work safely in accordance with established safety policies and procedures Comply with all safety and health standards and guidelines issued by management
• Perform other duties as assigned..

Essential Job Functions Con't

Essential Job Functions Con't

Education :

Associate degree in a related field or equivalent combination of education and experience required.

Certifications

Valid Driver’s License requiredQualified Credentialed Inspector (QCI) Certification requiredADEM Grade 1 Certification preferred

Experience :

Four (4) years of related experience in meter reading, customer billing, minor leak repairs and installing and removing meters required. Demonstrated leadership skills required.

STAR Leadership Development Program completion within 12 months of the promotion date

Supervision : None

Physical Demands :

Working Environment :