Field Services Technician I

Position Summary

Performs semi-skilled customer service-related fieldwork to accommodate the needs and requests of Prince William Water's customers and Customer Service Department. Perform field clerical work in reading and recording water meters accurately and effectively. These requests include but are not limited to connection/disconnection of water service, conducting leak investigations, and meter inspections. Demonstrates a commitment and supports a culture of diversity, equity, and inclusion.

Position Responsibilities / Essential Job Functions

• Respond to various requests for connection or disconnection of water services.
• Obtain meter readings on assigned routes using manual or electronic methods.
• Document problems such as, but not limited to, damaged meters, vacant houses, and inaccessibility to meters.
• Investigate all types of water leaks including meter leaks, and service lateral leaks using various techniques including performing water analyses to identify chlorine content. Assists homeowner in determining leak issues:

1. Identify main shut-off valve locations.
2. Determine the nature of water loss or the reason for high consumption.
3. Investigate billing-related issues.
4. Attempt to determine the cause of low water pressure issues.

• Respond promptly to customers' questions relating to Prince William Water's policies and procedures or refer them to the proper department.
• Communicate effectively with customers and Prince William Water employees (both written and verbal).
• Maintain close communication with the Field Service Supervisors when necessary to resolve sensitive customer service issues or to seek additional support in responding to service issues.
• Install, remove, and/or repair water meters at the direction of their supervisors or designee.
• Maintain and repair hydrant meters. Install construction meters. Make special readings as required. Provide leak investigation services to customers and identify main shut-off valve locations.
• Visit properties and talk with customers to help determine the nature of water loss/high consumption. Respond to after-hours assignments such as checking for illegal consumption as required.
• Understand and adhere to departmental and companywide policies and procedures.
• Perform meter replacements and reattach touchpads and radio transmitters where required.
• Check to ensure that meters, visible plumbing, and associated wiring are correctly installed and functioning properly, and take appropriate action where necessary.
• Perform various specialized services assigned by the supervisor, including essential work required after normal working hours.
• Complete required paperwork.
• Clean and maintain vehicles and tools.
• Perform necessary cutting and trimming of bushes, shrubs, weeds, trees to allow for easier and safer access to meter pits.
• Maintain the cleanliness of and ensure all required safety equipment is stocked on assigned vehicles.
• Pump out and safely enter confined spaces with the proper supervision and assistance.
• Respond to frozen meter calls, thawing out meters and piping as required.
• The technician will be rotated quarterly to work with the Meter Technical Supervisor if deemed technically qualified.
• Operate a Prince William Water vehicle.
• May be deemed essential at any time.
• Perform other duties as assigned or required.

Essential Skills and Experience

Essential Competencies:

• Knowledge of basic customer service skills to communicate and interact effectively with customers.
• Knowledge of basic math; English usage, spelling, and grammar.
• Knowledge of basic computer equipment, usage, and software applications related to the position.
• Knowledge of appropriate safety precautions, procedures, practices, and regulations; safety and safe work practices as they apply to the operation of motorized vehicles.
• Ability to learn the methods and procedures involved in the reading of water meters and recording of utilities consumption.
• Knowledge of and ability to learn the street locations within Prince William County and read maps. Ability to write legibly; and make simple arithmetical calculations rapidly and accurately. Ability to lift lids and meters; care for and maintain tools, equipment, and vehicles.
• Ability to learn Prince William Water's Customer Service policies and procedures as they relate to providing quality customer service; respond to public inquiries, complaints, and requests for service in a tactful, effective manner.
• Ability to perform work following safety regulations, guidelines, and practices; operate a vehicle observing legal and defensive driving practices; understand and carry out oral and written instructions.
• Ability to communicate effectively, both orally and in writing.

Minimum Education and Work Experience:

• Experience performing manual labor and/or using small hand tools.
• Experience using a computer keyboard and calculator.
• High school diploma or GED equivalent.
• Or a combination of education and experience as described above.

Required Licenses/Certifications and other Special Requirements:

• Must possess and maintain a valid driver's license consistent with Prince William Water policy requirements.
• Required to work on-call on a rotating basis to include weekends and/or holidays.

Minimum Lead/Supervisory or Management Experience:

• None

Physical Demands and Work Environment

The physical demands and work environment characteristics 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.

• Physical demands: The work requires moderate to strenuous physical activity and is performed in field surroundings. This position may require workers to walk or stand for long periods; lift and carry up to 50 pounds; climb stairs, ladders and scaffolding; bend, kneel, crouch and crawl; reach, hold, grasp and turn objects; feel the size, shape and temperature of items. The work requires the ability to speak normally, to use normal or aided vision and hearing, and to detect odors. Workers are subject to work in any and all weather conditions; are subject to dirt and soil; unpleasant odors; and are exposed to hazards in the workplace.
• Work environment: Work is performed outdoors in field surroundings. Employees are subject to dirt and soil; unpleasant odors; working outside in hot and humid conditions, in snow or ice, or in inclement weather. Employees are required to wear protective gear to protect against hazards in the work. Employees are subject to callback in emergencies.

The qualifications listed above are intended to represent the minimum skills and experience levels associated with performing the duties and responsibilities contained in this job description. The qualifications do not express absolute employment or promotional standards. They are general guidelines that should be considered along with the job-related selection or promotional criteria.