City of Tucson

This classification is a lead-level position responsible for providing training to other Utility Service Technicians.  This classification offers guidance to other Technicians to help resolve highly complex and multifaceted meter reading, meter servicing, and customer service concerns. This classification ensures that quality customer service is delivered accurately and timely and provides expert-level customer resolution to solve discrepancies, concerns, and matters that affect the delivery and maintenance of utilities.

This classification is distinguished from the lower level classification with higher level responsibilities. This position is a lead position affording guidance to others performing the same tasks. This lead position also reviews workloads, assigns work, and coaches employees with specialized instructions and practices for job accomplishments. Lead personnel may contribute to other employees' performance evaluations, assist with the hiring process by interviewing and making recommendations and providing input to supervisory staff. This is a non-exempt level position.

Guides personnel by ensuring assignments are completed to standard, conducting a quality check of repairs or installations, reviewing time cards and incident reports, and ensuring safety

Develops and implements meter reading and servicing training that will enhance business operations, improve productivity, and strengthen the delivery of customer service. Conducts training for new personnel and updates current staff on any changes

Participates in long-term planning of meter services operations and work process and computer systems improvements; participates in Automated Meter Read (AMR) planning, training, and conversion scheduling; contributes to the creation, design, and sequencing of meter reading routes

Installs, repairs, and maintains metering system components by monitoring and prioritizing work orders, assigning daily routes, and ensuring materials are available for repairs, keeping records of work orders, responding to emergency call-outs, and assisting with problem repairs or readings

Utilizes Customer Information and Work Asset Management Systems to assign work and research customer accounts; runs reports and queries to monitor work order status.  Provides customer service by answering questions, investigating, and resolving concerns from customers and building contractors

Inspects and performs daily operator-level maintenance, checks, and service on assigned vehicles; requisitions essential tools, equipment, and supplies required for assigned work orders

Manages daily activity sheets, runs and verifies reports and billing information, backs up files, deletes appropriate cycles, and performs file maintenance

The class performs related duties as required

Customer service procedures and techniques

Record-keeping practices and procedures

Methods, materials, tools, and standard practices for the installation, operation, inspection, maintenance, and repair of water meters and related equipment

Operation and maintenance of water production systems and related equipment, including water metering regulations;

Equipment and tool operation and maintenance practices

Operation of an electronic radio reading technology and job-related software

Various meter reading technologies

Federal OSHA and State and County regulations and City policies regarding safe work practices

Follow written and oral instructions

Establish project priorities and assigns meter reading routes, work orders, materials, staff, equipment and other resources for timely completion of tasks

Respond to requests and inquiries tactfully and courteously

Work with individuals in conflict situations and maintain a calm, professional manner

Read and interpret system maps and diagrams and technical and operational manuals

Read meters and testing equipment

Use troubleshooting skills for problem-solving

EDUCATION LEVEL & TYPE: Six (6) months’ post-High School

EXPERIENCE:   At least three (3) years investigating water customer use high bills, investigating water meter anomalies, and relocating backflow assemblies and construction water meters   OR   One (1) year of experience with City of Tucson as Utility Service Technician III

Backflow Certification (Upon hire)

This position is regularly required to use written and oral communication skills; read and interpret data, information, and documents; analyze and solve problems. Use math and mathematical reasoning; observe and interpret situations; learn and apply new knowledge and skills; work under deadlines with constant interruptions; and interact with department staff, other organizations, and the public.

Operates a vehicle and a variety of tools and equipment required for work and in the installation, removal, maintenance, and repair of water meters, sometimes in difficult, hard-to-reach or hazardous areas. The person in this position Walks a daily 3-5-mile route in all weather conditions and terrain within a designated time frame.

This position requires a background check

Basic Physical

75 lb. Lift Test

FLSA Status: Non-Exempt

Occupational Group Code: 25

Occupational Group Description: Water

EEO Job Category Code: H

EEO Job Category Description: Service Maintenance

Organizational Level: Lead

NCCI: 7520

Bargaining Unit: AFSCME

Driving Level:  Primary

License Type: Valid and Unrestricted D - Driver’s License

CDL Endorsements: No

Safety Sensitive (driving requirement):  No

This description is not intended to limit or in any way modify the right of management to assign, direct and control the work of employees under supervision. The listing of duties and responsibilities shall not be held to exclude other duties not mentioned that are of similar kind or level of difficulty. They are intended to describe the general nature and level of work being performed by individuals assigned to this position.