Description
This position is the advanced-level position in the Service Operator series. The primary function of an employee in this class is to perform perform specialized, technical, and leadership work in service operations, including advanced diagnostics, customer issue resolution, and coordination of complex meter and service-related projects. Work is performed under general supervision with a high level of independence. The principal duties of this class are performed in an outdoor environment, which may involve adverse weather conditions, roadway traffic, and related hazards.
Responsibilities
- Serves as lead technician for meter installation, calibration, and advanced diagnostics.
- Oversees customer service investigations involving billing disputes, consumption analysis, and pressure/flow complaints.
- Performs specialized leak detection, flow testing, and service line evaluations.
- Provides mentorship, technical instruction, and field training to Field Service Operators I and II.
- Coordinates with billing, engineering, and production staff to resolve complex service issues.
- Reviews and validates work orders, meter data, and service reports.
- Assists with utility policy interpretation related to service and metering.
- Responds to emergency situations, including service line breaks and customer outages.
- Participates in and may lead utility line locating activities.
- Recommends improvements to service procedures, equipment, and technologies.
- Prepares detailed service reports and updates the work order management systems.
- Operates and maintains AMR/AMI systems and software.
- Provides information to customers in a courteous and professional manner
- Participates in mandatory training and safety programs.
- Consistently keeps supervisor and relevant team members informed about work progress, current and potential issues, and proactively suggests new or improved solutions to address challenges.
- Responds to emergency after-hours service calls.
- Respects the opinions of others and maintains a positive and professional working relationship with colleagues, supervisors, and stakeholders.
- Performs other duties as assigned.
Minimum Qualifications
Education, Training, and/or Experience Required:
- Graduation from High School or possession of a GED.
- Minimum of four years of progressively responsible experience in water utility service, distribution, or metering.
- Experience leading service crews or projects.
- Experience with automated meter reading systems (AMR/AMI).
- Any equivalent combination of experience and training which provides the knowledge, skills, and abilities necessary to perform the work.
Licenses, Certifications and Other Requirements:
- Possession of a current and valid driver’s license.
- Possession of a Class III Water Distribution License issued by the State of Idaho or ability to obtain within 6 months.
- Class B CDL, No Restrictions with Tanker Endorsement.
- Must be able to work evenings, weekends, varying shift hours, and participate in an on-call rotation.
- Successful completion of pre-employment background check, physical, and drug test to include prescription medications.
- Subject to random DOT drug and alcohol testing.
Preferred Experience (not required):
- Class IV Water Distribution License issued by the State of Idaho.
- Class I Water Treatment License issued by the State of Idaho.
- Idaho Backflow Assembly Tester License.
- Class A CDL, No Restrictions with Tanker Endorsement.
- Certification in advanced metering infrastructure (AMI) or leak detection.