Service Operator III

Service Operator III

The City of Caldwell Water Department is looking for a Service Operator III. This position is the advanced-level position in the Service Operator series. The primary function of an employee in this class is to perform specialized, technical, and leadership work in service operations, including advanced diagnostics, customer issue resolution, and coordination of complex meter and service-related projects. Work is performed under general supervision with a high level of independence. The principal duties of this class are performed in an outdoor environment, which may involve adverse weather conditions, roadway traffic, and related hazards.

Responsibilities include:

• Serving as lead technician for meter installation, calibration, and advanced diagnostics.
• Overseeing customer service investigations involving billing disputes, consumption analysis, and pressure/flow complaints.
• Performing specialized leak detection, flow testing, and service line evaluations.
• Providing mentorship, technical instruction, and field training to Field Service Operators I and II.
• Coordinating with billing, engineering, and production staff to resolve complex service issues.
• Reviewing and validating work orders, meter data, and service reports.
• Assisting with utility policy interpretation related to service and metering.
• Responding to emergency situations, including service line breaks and customer outages.
• Participating in and may lead utility line locating activities.
• Recommending improvements to service procedures, equipment, and technologies.
• Preparing detailed service reports and updating the work order management systems.
• Operating and maintaining AMR/AMI systems and software.
• Providing information to customers in a courteous and professional manner.
• Participating in mandatory training and safety programs.
• Consistently keeping supervisor and relevant team members informed about work progress, current and potential issues, and proactively suggesting new or improved solutions to address challenges.
• Responding to emergency after-hours service calls.
• Respecting the opinions of others and maintaining a positive and professional working relationship with colleagues, supervisors, and stakeholders.
• Performing other duties as assigned.

Minimum qualifications include:

• Graduation from High School or possession of a GED.
• Minimum of four years of progressively responsible experience in water utility service, distribution, or metering.
• Experience leading service crews or projects.
• Experience with automated meter reading systems (AMR/AMI).
• Any equivalent combination of experience and training which provides the knowledge, skills, and abilities necessary to perform the work.

Licenses, certifications, and other requirements include:

• Possession of a current and valid driver's license.
• Possession of a Class III Water Distribution License issued by the State of Idaho or ability to obtain within 6 months.
• Class B CDL, No Restrictions with Tanker Endorsement.
• Must be able to work evenings, weekends, varying shift hours, and participate in an on-call rotation.
• Successful completion of pre-employment background check, physical, and drug test to include prescription medications.
• Subject to random DOT drug and alcohol testing.

Preferred experience (not required):

• Class IV Water Distribution License issued by the State of Idaho.
• Class I Water Treatment License issued by the State of Idaho.
• Idaho Backflow Assembly Tester License.
• Class A CDL, No Restrictions with Tanker Endorsement.
• Certification in advanced metering infrastructure (AMI) or leak detection.

The City of Caldwell offers a complete benefits package to full-time (30 or more hours per week) employees including health care, dental, vision, PERSI retirement, 401k with City match, deferred compensation plan, Employee Assistance Program (EAP), flexible spending accounts, life insurance, disability, holidays, and Paid Time Off (PTO). The City is a qualifying employer for the Federal Student Loan Forgiveness Program.