Supervisor - Field Services

Job Locations US-KS-Lenexa
Posted Date 2 weeks ago(2/28/2018 2:50 PM)
# of Openings
Customer Service/Support




The purpose of this position is to supervise a group of Field Representatives and future AMI Technicians that are responsible for providing field water service and water conservation information to WaterOne customers, and for Advanced Metering Infrastructure (AMI) maintenance and operations.  The Supervisor is responsible for insuring that Field Representatives are properly trained in field procedures per company service standards.  This position is a working supervisor who also performs all types of field work assigned to team members.  All efforts are geared to promote optimum service, customer satisfaction, and good public relations for WaterOne.  This position has a role in the development, implementation, and monitoring of the AMI system.


Customer Service Commitment


WaterOne employees shall continuously strive to meet or exceed the expectations of both their internal and external customers.  Questions and concerns shall be acknowledged on the same day whenever possible, but no later than the next business day.  Issues shall be resolved as promptly as possible, with the goal of maximizing customer satisfaction.


Essential Functions


Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


  • Coordinates intra-division personnel assigned to augment Field Representative operations, schedules daily work assignments and demonstrates the knowledge to perform all various job duties.
  • Investigates and responds to customer inquiries regarding high consumption complaints.
  • Provides follow-up on inquiries with customers for verification of repairs for billing adjustment.
  • Ensures that meters reported as being slow or stuck are investigated and replaced.
  • Assists in the development and dissemination of information to WaterOne customers regarding water conservation techniques and efficient watering schedules. Responds to other water conservation questions and inquires, as needed.
  • Monitors AMI system and coordinates work with vendor.
  • Ensures that Meter Interface Units are replaced in a timely manner and Return Merchandise Authorizations are tracked.
  • Responds at any time for emergency call-out during off work periods and work additional hours as required.
  • Completes appropriate SAP goods movement transactions related to inventory withdrawals, device installations, and/or device removals of meters and advanced metering infrastructure (AMI) devices in a timely manner to ensure that their general ledger inventory valuation accurately reflects quantities on hand.
  • Responsible for maintaining adequate levels of parts and materials needed to meet daily requirements.
  • Responsible for providing ongoing evaluations and appraisals of all personnel assigned to Meter Services including employees assigned through inter-division support. Makes recommendations for disciplinary action, as necessary, and conducts disciplinary meetings.
  • Maintains assigned fleet vehicles in accordance with standard requirements.
  • Ensures that completed field work can be tracked back to employee performing work in SAP.
  • Conducts interviews and evaluations of job applicants for open positions in Field Services group. Recommends candidates to be hired.
  • Develops and maintains written SOPs for all procedures performed within the section that can be used by someone with limited knowledge of the position.
  • Responsible for onboarding and training of new employees.
  • Tracks, analyzes, and prepares Field Services data and statistics to assist in department and division reporting, evaluation, and planning.


Other Duties


  • Takes the lead on conservation services special projects as assigned by the Director-Customer Relations.
  • Assists in making public presentations to various community groups and interacts with professional and civic organizations, as required.
  • Reviews section budgets monthly and assists with the development of annual and 5-year capital and O&M budget requirements.
  • Performs other job duties as assigned.


Position Competencies


These key competencies are expected to be demonstrated by each employee in this position:


  • Analysis/Reasoning – Examines data to grasp issues, draw conclusions, and solve problems.
  • Problem Solving – Resolves difficult or complicated challenges.
  • Creative and Innovative Thinking – Develops fresh ideas that provide solutions to all types of workplace challenges.
  • Flexibility – Adapts to changes while keeping focus on goals and applies knowledge to new circumstances.


Required Education, Skills & Experience


  • High School or GED.
  • Two years of customer contact experience in a field environment.
  • Five years’ experience with meters, automated meter reading and/or advanced metering infrastructure.
  • Ability to interact tactfully and effectively with the public, including ability to communicate with customers in a courteous and businesslike manner.
  • Knowledge of methods, tools, equipment, materials and techniques used in the installation of water meters and AMI and their appurtenances, or demonstrating ability to learn.
  • Proficiency in the use of SAP, GIS, UtiliNet, and AIMS software applications, and to be trained in the AMI network and software systems.
  • Proficiency in Microsoft Office suite of software with emphasis in Excel and Word.
  • Ability to direct, supervise and counsel subordinates in the completion of their work, including ability to motivate others to produce the quantity and quality of work required of WaterOne.
  • Knowledge or ability to acquire knowledge of WaterOne service connection standards, distribution maps, and potential cross connection hazards.
  • Knowledge of occupational hazards and safety precautions necessary to avoid accidents with an emphasis on confined spaces.
  • Well organized and flexible with the ability to work on more than one project at the same time. Can remain calm and retain focus in emergency/crisis situations.
  • Ability to maintain records and prepare reports.
  • Valid driver’s license and ability to continuously meet WaterOne driving standards.
  • Must pass post offer medical exam, including background verification and drug screen.


Preferred Education, Skills & Experience


  • Post High School education in technical discipline.


Physical Requirements


The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


While performing the duties of this job, the employee is regularly required to sit, stand, talk, hear, and walk; use hands to finger, handle or feel; reach with hands and arms. The employee is frequently required to stoop, kneel, or crouch. The employee may occasionally lift/or move up to 50 pounds, regularly lift and/or move up to 25 pounds and frequently lift and/or move up to 10 pounds. The employee is required to apply a “buddy system” for products weighing more than 70 lbs. Must be able to frequently position self to view, inspect, or adjust items while performing field activities.  Must be able to move from one location to another frequently.  Must be able to remain in a stationary position for up to several hours a day.  Must be able to use office productivity equipment such as a calculator, personal computer, printer, and copy machine.  Must be able to operate a vehicle.


Work Environment


The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


Protective equipment, including but not limited to personal protective equipment for eyes, face, head and extremities, protective clothing, may be required and shall be maintained in the sanitary and reliable condition wherever it is necessary due to hazards of process or environment, chemical hazards, or mechanical hazard encountered in a manner capable of causing injury or impairment in the function of any part of the body through absorption, inhalation or physical contact.


Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job.  Duties, responsibilities and activities may change at any time with or without notice.


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