Meter Services Supervisor

Job Description

Position Purpose: 

The Supervisor of Meter Services, New York Division is responsible for the overall environment of the Meter Department, including office(s) and field service operations for the New York Municipal Water Division of Veolia. The role will provide direct supervision to the Westchester Meter Department, including a foreperson and 10 Servicepersons. The Supervisor will also assist, as needed, and support the day-to-day operations of the Rockland meter department consisting of a Leader and 14 Commercial Service Representatives. Reporting directly to the Manager of Metering, the Supervisor will also assist in the oversight of meter installation vendors, contacts with the NY regulator , and take the lead on special projects and corporate initiatives. This may also include supporting the Owego and Rhode Island metering functions.

Primary Duties/Responsibilities: 

• Manage the annual meter testing program mandated by the NYS Public Service Commission (PSC) for Veolia Water New York, Inc. and submit results to the PSC on a quarterly basis.
• Manage the yearly compliance meter change programs, developing plans to complete the required annual work, including but not limited to customer contacts, appointment schedules, meter orders, and resolving field related issue(s) timely.
• Manage the installation of meters for new properties and work closely with the New Business and Planning Departments to ensure customer needs are met timely.
• Schedule and supervise daily field work and field staff including weekly field visits to ensure all field staff members are following all safety standards, as well as, optimally routing their work orders to ensure efficiencies.
• Manage call escalations for customers with appointments, and scheduling conflicts.
• Manage the meter reading schedules and staff to ensure all cycles are read timely and within appropriate bill windows in CC&B while minimizing estimated reads for the NY Division.
• Daily reporting on key performance indicators to upper-level management either via email, tracking spreadsheet or other programs.
• Manage all daily / weekly / monthly INCOME controls for auditing purposes for all meter departments/BU’s.
• Complete backflow certification in New York State and effectively manage Veolia’ cross connection control program to ensure backflow devices for all customers meet regulations of NY State.
• Work closely with the Non-Revenue Water Management Team to provide input and gather information for various non-revenue water initiatives.
• Assist, as needed, with coverage of the Customer Service Department in Veolia Water New York, Inc. companies.
• As requested, manage other initiatives such as, but not limited to, Strategic Metering, Advanced Metering Infrastructure and Automating Work Order Management.
• Work closely with all meter contractors to meet project objectives timely, track project completion and drive positive results.
• Computer skills are required.
• Incumbent must have a passion for serving customers and providing an exceptional customer experience.
• Emergency Supervisor on call rotation required in Westchester. May be asked to provide coverage as needed in other office locations when deemed necessary.
• Work closely with Human Resources and Collective Bargaining Union Representatives as it relates to employee/disciplinary matters or concerns.

Qualifications

Education/Experience/Background: 

• Bachelor’s Degree or 5 years of experience managing a team.
• Significant technical expertise and experience required as it relates to internal control structure, policies, procedures and compliance.
• Plumbing experience is a plus, but not required.
• Direct supervision of union workforce.

Knowledge/Skills/Abilities: 

• Demonstrated ability to deal with customers, clients and regulators in a courteous, professional and diplomatic manner.
• Knowledge of field service/metering operations.
• Leadership qualities needed to motivate and direct staff.
• Ability to multitask, handling multiple deadlines and projects.
• Strong oral, written, and interpersonal skills.
• Ability to prepare written technical reports and interact effectively and diplomatically with management and / or bargaining unit employees as well as regulators, consultants, municipal officials, health officers, customers, contractors, and the general public.
• Familiarity with computer applications i.e. Excel, Word, CC&B, Clevest, Infor, PeopleSoft, and Google applications etc.
• Must be able to work under stressful conditions and must use sound business logic to make quick and concise decisions.
• Knowledge of NYS Regulations, meter testing and NY Sanitary Code.
• Budgeting for Meter Service operations.

Required Certification/Licenses/Training: 

• Valid Driver’s License.
• New York State Backflow Testing Certification (not required for employment).