Pay Range 16 Breakdown

Hourly (40 hrs.)$18.7910$28.1865
Hourly (42 hrs.)$17.8962$26.8443
Hourly (56 hrs.)$13.4222$20.1332

Field Services Supervisor

Range: $39,085.31 - $58,627.96 (16)
Position Number: 600

JOB TITLE:  FIELD SERVICES SUPERVISOR                                                                   JOB SUMMARY:
Performs difficult paraprofessional, technical and administrative work supervising the activities of meter technicians and meter readers, overseeing customer account field service work including special projects, and investigating utility revenue losses; does related work as required. Work is performed under the general supervision of the Billing Manager. Supervision is exercised over all personnel. Regular, reliable attendance is an essential function of this position.                                                                                                                            MAJOR DUTIES:
• Plans, supervises and directs meter technician account field service requests, meter reading activities, and billing data transfer schedules.
• Operates as a dispatch for coordination of meter service activities.
• Knowledge of the AMR meter system to facilitate meter communications and data collection functionality.
• Works with the Customer Service department to ensure timely connection and disconnection of services and the installation and listing of meters.
• Reviews, analyzes, develops and modifies procedures, policies and systems for the monitoring of field services activities.
• Plans, coordinates, assigns and reviews the work of field staff clerical duties, reviews and investigates service-related identity theft and fraud, performs specialized investigations regarding utility revenue losses.
• Directs and participates in gathering information and evidence for use in criminal and/or civil legal proceedings.
• Assists Lead Meter Service Technician in recruitment and selection activities; makes recommendations regarding hiring, disciplining and discharging employees.
• Assists staff in handling initial customer field work requests as needed to ensure servicing levels are maintained.
• Enforces employee safety procedures and coordinates safety training and certifications.
• Investigates meter tampering, fraud, damage, vandalism and larceny of utility equipment.
• Administers the Medical Alert additional notice program.
• Participates in tampering claims and assesses tampering fees.
• Participates and assists as needed in customer service and public relations activities.
• Works with third party vendors on projects to implement enhanced meter services and maintain relationships once established.
• Assists in the division budget preparation, monitors expenditures.
• Coordinates the development, integration and continuing improvement of procedures following implementation of the AMI pilot and potential full deployment.
• Performs related tasks as required. 

SUPERVISORY CONTROLS: The Manager assigns work in terms of general instructions. The manager spot-checks completed work for compliance with procedures, accuracy, and the nature and propriety of the final results.

GUIDELINES: Guidelines include department standard operating procedures, North Carolina General Statutes, Customer Service Policy Manual, and relevant city, state, and federal codes, laws, and regulations. These guidelines are generally clear and specific but may require some interpretation in application.

COMPLEXITY: The work consists primarily of related meter services supervisory duties, including basic knowledge of the delivery of electric, gas and water to customers. Uncooperative customers and emergency situations contribute to the complexity of the position. The position additionally requires the ability to understand basic technology terms and processes.

PERSONAL CONTACTS: Contacts are typically with co-workers, other city employees, and the general public.

PURPOSE OF CONTACTS: Contacts are typically to give or exchange information, resolve problems, and provide services.

PHYSICAL DEMANDS: The work is typically performed while sitting at a desk. Sufficient personal mobility, flexibility, and physical reflexes, with or without reasonable accommodation, which permits the employee to lift up to 20 pounds, to sit and work at a keyboard for an extended period of time. The work is typically performed in an office.

MINIMUM REQUIREMENTS AND EXPERIENCE:                                                  Knowledge and level of competency commonly associated with the completion of a high school diploma, Associate’s degree is preferred.
Experience sufficient to thoroughly understand the technical objectives and functions within the division, usually interpreted to require three or more years of related experience.
Extensive knowledge of City of Wilson Customer Information System software and meter service policies and procedures.
Reasoning ability associated with this classification with ability to apply logical thinking to work tasks and practical situations and requests made by Billing Manager; good judgment is important.
Ability to use arithmetic to work with energy consumption data and other job functions.
Ability to read and comprehend manuals, instructions, directions, report information, records and various other documents relating to this position.
Possession of, or ability to, readily obtain a valid driver's license issued by the State of North Carolina for the type of vehicle or equipment operated.
Skill in the training of personnel and working in a team environment.
Knowledge of departmental and city policies and procedures.
Interpersonal communication skills.

Created 7/13