Water Service Technician

POSITION SUMMARY: 
Under limited supervision conducts technical and administrative tasks of moderate complexity. They investigate, document, and research atypical and recurring issues faced by water customers, ensuring thorough follow-up. This role places particular emphasis on implementing AMI water meter and endpoint field mitigation procedures, addressing non-reading meters efficiently. Additionally, the position requires strong customer interface skills to effectively communicate with clients while managing water turn-on and turn-off operations, and executing water meter removals and installations. Additionally, the position performs related work as required.
 
ESSENTIAL JOB FUNCTIONS: 

• Conduct routine inspections and maintenance of AMI equipment, including meters, endpoints, and associated infrastructure.
• Diagnose and resolve issues related to non-reading meters, communication disruptions, or irregularities in data transmission within the AMI system. Implement field mitigation strategies to address and rectify identified problems efficiently.
• Install, replace, or upgrade AMI meters and endpoints according to established protocols and safety guidelines.
• Perform both manual and mobile meter readings using handheld devices or mobile applications, ensuring accurate data collection and analysis.
• Analyze data collected from the AMI system to identify trends, irregularities, or potential system improvements.
• Engage with customers to address inquiries, explain AMI functionality, assist with meter readings using mobile and handheld devices, and resolve concerns related to their meters or billing. Set up and manage appointments for installations, maintenance, or issue resolutions.
• Coordinate and schedule appointments with customers for AMI equipment installations, upgrades, maintenance, or issue resolution, ensuring efficient field operations.
• Collaborate with cross-functional teams, including engineering, operations, and customer service, to optimize AMI system performance based on customer feedback and interactions.
• Maintain accurate records of inspections, installations, repairs, customer interactions, appointments, and meter readings using mobile or handheld devices for compliance, reporting, and customer history purposes.
• Ensure the quality and accuracy of AMI installations, repairs, and readings while adhering to industry standards and company policies during customer interactions and appointments.
• Adhere to safety protocols and guidelines during fieldwork, especially during customer interactions and appointment settings, ensuring personal safety and the safety of others while working with AMI equipment.
• Conduct regular field visits to customer locations to learn and evaluate the meter setting and endpoint programming. This includes assessing the installation environment, ensuring the correct functioning of meters and endpoints, and identifying any issues that may affect data accuracy or system performance. 
• Apply proper troubleshooting techniques during site visits to address and resolve any technical issues identified with AMI devices, ensuring minimal disruption to customer services. 
• Collaborate with other staff during visits to gather feedback on system performance and staff experience, using insights gained to recommend improvements to AMI system operations.

 REQUIRED KNOWLEDGE, SKILLS AND ABILITIES:
Knowledge of:

• Department of Public Utilities regulations, policies and procedures
• Fluid mechanics and fluid dynamics, practices, and equipment relevant to water systems
• Standard plumping methods for installation, maintenance, and repair within water systems
• Principles and practices of water distribution operations, including metering, pressure regulation, and distribution network management. 

 
Skill in:

• Utilizing work order management software for asset management, work orders, and tracking maintenance activities within the water system.
• Utilizing AMI software tools for automated meter reading, data analytics, field operations, and network interface management to optimize water operations. 
• Using Microsoft Office suite (Word, Excel, PowerPoint, etc.) for documentation, data analytics, reporting, and communication purposes within the context of water operations. 
• Conducting studies related to water systems and analyzing collected data to derive meaningful insights. 
• Written and verbal communication to interact with customers, team members, and stakeholders
• Applying mathematical concepts and calculations relevant to water system operations and analysis
• Interpreting and understanding blueprints, plumbing schematics and site plans to facilitate effective work execution and problem-solving within the water infrastructure

 
Ability to:

• Work in confined spaces
• Work independently
• Establish and maintain positive relationships with the general public, customers, and colleagues to facilitate smooth operations and customer satisfaction.
• Conduct investigative research into water system issues and provide informed recommendations for resolution or improvement.

REQUIRED EDUCATION, EXPERIENCE, AND CERTIFICATIONS:

• Graduation from high school or General Educational Development (GED) Tests equivalency
• A minimum of Two (2) years of experience in Water Distribution or working with billing software, work order management software, or software for automated meter reading and data analytics.
  • An Associates Degree in Engineering, Technology, Business, or a related field can be substituted for two (2) years of experience.
• Must be able to safely lift heavy objects weighting approximately 100 pounds
• Must be able to enter and work in confined spaces
• Must be bondable
• Must possess a valid driver’s license

Required Certification:

• Must possess and maintain certification from OTCO, demonstrating competence in backflow prevention and management in compliance with Ohio regulations within 12 months from the date of appointment. 

 
PREFERRED EDUCATION, EXPERIENCE AND CERTIFICATIONS:

• None