What are the responsibilities and job description for the Field Service Representative 1 position at City of Madison, WI?
General Description
The Field Service Representative is the face-to-face customer service person for the Madison Water Utility (MWU). The position performs skilled work in the installation, maintenance, and assistance in disassembling and repair of 5/8-inch through 2-inch water meters. The work involves going into homes and businesses, removing and installing residential and commercial/multi-family water meters and endpoints. This position also assists in disassembling, cleaning and testing water meters in the shop. Work also includes reading water and sewer meters and recording the amount of consumption. Under the general supervision of the Meter Operations Unit Supervisor, this position will work under the direction of the Field Service Representative Lead Worker.
HOURS: 7:00 a.m. to 3:00 p.m. with possible weekend work.
WHAT WE DO
Madison Water Utility delivers safe, high-quality water to more than 250,000 people across the Madison area. Our water comes from a deep aquifer beneath Madison and is pumped to the surface by wells across the city. We are entrusted by the people of Madison to supply high quality water for consumption and fire protection, at a reasonable cost, while conserving and protecting our water resources.
Madison Water Utility’s water distribution system operates with:
- 22 groundwater wells that pump nearly 9 billion gallons per year
- 916 miles of water main
- 43 million gallons of water storage capacity
- 10 district pressure zones
- 71,160 customers served
Employees may be eligible for loan forgiveness through the Public Service Loan Forgiveness Program.
Black, Indigenous, people of color, women, trans, nonbinary, and individuals with disabilities are encouraged to apply. We value the unique blend of lived experiences and diverse perspectives that comes from non-traditional education pathways and the variety of transferrable skills each candidate brings to the table. We value diversity, equity, inclusion, and belonging. Even if every item on the job posting doesn’t match your experience perfectly, we encourage you to apply and share how your skills and experience can best serve our community.
Examples of Duties and Responsibilities
- Meet with customers at their residence or workplace. Communicate with customers electronically and by phone. Act as a Representative of the Madison Water Utility. Answer questions or refer customers to appropriate contact.
- Perform field service orders using computerized maintenance software.
- Remove and/or install new residential and commercial/multi-family meters.
- Identify high/low reading and tampers/cut cables with diagnostic tools in handheld computers and smart devices.
- Inspect and identify bad valves or other plumbing components and document.
- Locate/Operate curb stop valves to turn-on/turn-off service laterals.
- Check meter and valves for leaks.
- Use smart phone apps for routing and maintenance tools.
- Install and program endpoints for various styles of meter.
- Perform routine validation checks for meter-endpoint performance and system communication. Identify issues and document.
- Use handheld computers, tablets, laptops and other smart devices for radio telemetry mitigation.
- Perform mobile Advanced Metering Infrastructure (AMI) collection of meter readings for missing AMI reads.
- Perform field reading with mobile devices for final reads and any non-reporting endpoints/meters.
- “Cold call” or make contact with MWU customers and attempt to perform or schedule needed service work.
- Assist in shop testing meters and related equipment. Assist in rebuilding and repairing meters and equipment.
- Implement and remain current on technical requirements of cross control program.
- Perform cross connection control inspections for residential customers.
Minimum Qualifications
- One (1) year of semi-skilled plumbing, meter installation and repair, or comparable mechanical work including work with piping or hydraulic systems.
- A technical degree or higher in plumbing or electronics.
The City of Madison strives to provide exceptional customer service to all its residents and visitors. Therefore, successful candidates will have demonstrated ability to work effectively with multicultural communities.
For a complete list of the knowledge, skills and abilities, please view the class specification.
Special Requirements
Possession of a valid Wisconsin driver's license.
Physical Requirements:
Ability to climb ladders and stairs. Ability to lift water meters and other objects weighing up to 50 pounds. Employees will be expected to travel throughout the City of Madison. This will involve extended periods of time driving a vehicle and operating a hand-held reading device. Employees will be expected to drive in a variety of weather conditions, including snow, sleet, rain, and possibly slippery conditions. Employees will be required to physically access water meters on private property.