Field Services/Technical Coordinator

UTILITIES DIVISION 

FIELD SERVICES TECHNICIAL COORDINATOR

PG 9 - Non Exempt $18.05hr./$37,544.00 annually 

Must have the physical, developmental, and mental ability to perform job tasks, work efforts, responsibilities and duties of the job illustrated. The job description herein provides for the range of duties to be performed for this position. It is not intended to reflect all duties that are required within this position.

The Utilities Division is responsible for public health and safety, as well as safeguarding the environment, by providing crucial safe water and wastewater services.  This position is part of the team that provides services necessary for human health, economic stability, and overall societal well-being. At the core of the mission of providing these services includes commitment to providing excellent customer service to our citizens, business partners, regulatory agencies, and other county divisions. 

ILLUSTRATIVE DUTIES

Responsible for planning/workload leveling, assignment of the daily work duties and functions of Meter Technician Services. This function includes: 

• Training of new Service Technician staff in the areas of field service responsibilities in collection of meter readings, turn on/off services, GPS locating records collection, performing audits for residential meter equipment and other related duties .
• Monitors and reviews meter reading, service orders, operational program procedures and policies to ensure all are followed as established.
• Coordinates and sets schedules for daily meter reading, meter audits and service order work to be conducted.
• Responsible for downloading and uploading of routes for electronic meter reading and associated customer billing.
• Provides field support assistance with addressing, meter location, GIS mapping information.
• Responsible for augmenting resource needs in the field as needed.
• Responsible for monitoring and assignment of technician supplies including uniforms, vehicle assignments and equipment needed to perform Meter Services tasks in the field.
• Prepares operating statistics and reports for the purpose of measuring the effectiveness and efficiency of Technician Service performance.
• Responsible for responding to public inquiries, problems/complaints through investigation and resolution associated with residential water meter services. 
• Responsible for customer contact to discuss and work towards satisfactory resolution of customer concerns. Advises appropriate supervisor/manager of problems (i.e. low pressure, line breaks, disruption of service, damaged meters, etc.) to ensure quality customer service.
• Produces route information for analysis,( i.e., hi/lo readings, failed readings, no reads, tampering and leaks) and determines appropriate actions to report to other business areas for handling or internal monitoring. 
• Responsible for reviewing and participating in the re- design of meter routes as required to ensure appropriate work leveling of resources. 
• Maintains current knowledge of industry developments and technology associated with meter services. Schedules professional development of the Technician Service group.
• Performs other related duties as required.

KNOWLEDGE, ABILITIES AND SKILLS

 The person who performs this function would have the:

• Ability to plan, schedule meter service work and level workload to ensure efficiency and effectiveness of the field services group. 
• Ability to interpret and apply county and state rules, regulations, guidelines, ordinances, and laws. 
• Ability to apply and use problem solving and independent judgment skills. 
• Ability to establish and maintain a courteous working relationship with employees, officials, and the public. 
• Ability to de-escalate customer interactions, which are complex and intense in nature utilizing a calm and profession demeanor. 
• Ability to effectively communicate both orally and in writing. 
• Ability to learn, operate and provide general maintenance for office machines, equipment, and vehicles. 
• Knowledge and ability to utilize computer equipment, associated with Microsoft Office suite and on-line software applications utilized within this work unit. 
• Knowledge in and application of technology related operational analysis, troubleshooting and problem resolution.
• Knowledge of the geographical locations within the county to support work associated with meter equipment.

MINIMUM QUALIFICATIONS

Graduate of an accredited high school or possess an acceptable equivalency diploma. Must have five (5) years’ experience in administration in the areas of water, wastewater, and reuse metering, education, customer service and/or monitoring programs, which includes (3) years of public contact and on-line program use experience.

Must be able to utilize all features afforded by technology software, report writing programs, file transferring programs, other required software including specific technology utilized by the assigned work unit.

Must have a valid driver's license and be able to secure a valid Florida driver's license at the time of employment within this classification.

A comparable amount of related training and experience may be substituted for the minimum qualifications.

SPECIAL REQUIREMENT

Employee may be subject to work outside normal business hours for field visits, presentations and other public education events. Must have certificates or credits in spreadsheet applications, word processing and Windows applications. Must have home telephone at the time of employment as employee is subject to on-call work and emergency call outs.

SPECIAL REQUIREMENTS

This position shall be required to report for work when a declaration of emergency has been declared in Polk County.