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Title

Outside Services Supervisor 

Description

Job Purpose

Supervise functions of Outside Servicemen and Meter Readers relating to general service orders, meter maintenance, underground Electric, Water, and Communications Utility locates, meter reading field activities, etc. Ensure timeliness and accuracy of departmental functions and promote excellent customer service to our internal and external customers.

Specific Responsibilities

  1. Responsible for Outside Services and Meter Readers function of MPW, including but not limited to:
    1. Plan, organize, schedule, and review daily and future work related to:
      1. Customer requested work, including seal/unseal meters, install/remove meters.
      2. Routine maintenance of single-phase electric 240/120V, three-phase electric 208/120V, and 5/8” through 1” water meters.
      3. Underground locates for electric, water, and communications utility.
      4. Meter reading activities including route staging and processing, end of month meter processing, posting of 24-hour disconnection notices and physical disconnects.
    2. Ensure customer contact, via phone, written, or in person, follows a consistent conversation model where the customer is handled efficiently, with respect and with customer service standards that exceed our customer’s expectations.
    3. Ensure quality customer service is provided and that work is completed accurately, thoroughly, safely, timely, and that employees are as productive as possible.
    4. Plan and conduct monthly safety meetings and ensure all employees attend required safety training.
  2. Supervise the activities of Outside Services and Meter Reader personnel, including the following:
    1. Make recommendation for hiring, promotions, evaluation, discharge, or other disciplinary action.
    2. Train employees on MPW policies and procedures and ensure employees understand thoroughly.
    3. Provide guidance to staff regarding work procedures, technical issues, work priorities, and special requests.
    4. Assess, actively develop, and set goals with employees to assist in their preparation for future growth within the Utility.
    5. Develop/maintain a culture of safety within the department. Support the Utility’s safety programs, ensure adequate training, and provide safe working conditions and practices.
    6. Develop/maintain a culture of continuous improvement within the department. Utilize lean principles and other continuous improvement tools in an effort to maximize the efficiency of the department.
  3. Administer and conduct training for the Utility Locating Procedure/Training Program for Outside Servicemen and other positions as needed.

Other Responsibilities

  1. Evaluate new material, methods, equipment, and procedures that will increase efficiency and quality in the Outside Services and Meter Reading areas.
  2. Investigate all suspected utility metering irregularities. Implement the MPW Theft of Utility Services policy and procedure as needed, including maintaining evidence files, generating reports regarding the irregularities, and documenting the investigation process for possible criminal prosecution.
  3. Administer meter seal program, monitoring and controlling inventories of electric and water meter seals.
  4. Assist with field duties as needed to assist with troubleshooting or to ensure deadlines are met.
  5. Maintain program for all customer keys in the Utility’s possession.
  6. Prepare the annual budget and appropriate projections for the Outside Services and Meter Reading areas.
  7. Other duties as assigned
 
Position Requirements

Qualifications

Knowledge

  1. Bachelor’s degree in industrial technology or business, or equivalent combination of education and experience required.
  2. Minimum 3 - 5 years of plumbing and electrical experience preferred.
  3. Minimum 2 years of leadership experience.
  4. Minimum 2 years of experience locating underground utilities and fault locating.
  5. Knowledge of the following: electricity, electric meters, basic electronics, Utility mapping including paper maps, CAD, and GIS, electric transmission and distribution systems, electric services, water meters, water transmission and distribution systems, water services, internal plumbing, backflow prevention, and communications distribution equipment and system concepts.
  6. Knowledge of the Collective Bargaining Agreement preferred.
  7. Knowledge of, and ability to stay current with, the Iowa One Call program and locating equipment technologies and equipment.
  8. Knowledge of utility billing practices as they relate to work orders being performed.
  9. Knowledge of, and ability to stay current, with Iowa Utilities Board rules and MPW service rules.

Skills

  1. Excellent customer service skills.
  2. Excellent verbal and written communication skills.
  3. Excellent interpersonal and listening skills, with ability to build productive professional relationships and promote a team atmosphere.
  4. Proficiency with use of Microsoft Office Word and Excel at an intermediate level.
  5. Good judgment and reasoning skills.
  6. Problem identification, analysis, and solving.
  7. Strong math skills.
  8. Good mechanical aptitude.

Abilities

  1. Ability to work as part of a team, either as team leader or a member of a team.
  2. Ability to think strategically but also focus on tactical and operational issues.
  3. Ability to drive results and ensure work is accomplished properly, safely, and in a timely manner.
  4. Ability to work independently, effectively prioritize work, manage multiple tasks, meet deadlines, and adjust work priorities as needed to meet department/organizational objectives.
  5. Ability to read and interpret technical manuals and schematic diagrams.
  6. Ability to distinguish colors.

Other Position Requirements

  1. Must possess a valid driver’s license.
  2. Must be able to attend work on a regular basis and work extended hours as needed.
  3. Must maintain a method of communication in order to be contacted by MPW outside normal work hours.

Work Environment

  1. Work environment is primarily in an office environment but occasional visits to job sites, including customer’s property, may be required.
  2. Must comply with all safety and site rules at all locations.
 
Full-Time/Part-Time Full-Time  
Position Outside Services Supervisor  
Number of Openings 1  
Location Administration and Operations Center  
EOE Statement MP&W is an Equal Opportunity Employer. The Utility does not discriminate in its hiring or employment practices, and all qualified applicants will receive consideration for employment without regard to race, creed, color, sex, affectional or sexual orientation, gender, gender identity or expression, ethnicity, religion, national origin, ancestry, nationality, age, disability, marital status, veteran status, genetic information, or on any other basis prohibited by federal, state, or local law (except where an attribute is a bona fide occupational qualification). EOE M/F/D/V  

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