METERS SPECIALIST TEAM LEAD

Department: Meters

Overview

This position functions as the team lead for the Meter Specialist function. The position serves as the direct operational leader for the team, driving execution of daily processes while collaboratively managing high-level planning in partnership with the Meters Department, to achieve organizational alignment and provide an exceptional customer experience. 

Core Responsibilities

Team Leadership & Operational Execution

• Performance Cadence: Lead daily team stand-ups to review operational metrics, assign priorities, and remove immediate impediments.
• Metrics Reporting: Generate and present weekly reports detailing key operational performance indicators (KPIs), including team inputs, outputs, and current backlog for the Scheduling and Logistics team.
• SOP Compliance and Ownership: Ensure adherence to all departmental Standard Operating Procedures (SOPs) across the team. Additionally, own the creation of new SOPs and the maintenance/updates for all existing SOPs that relate to team functions.
• Daily Operations: Direct the routine workflow for the Meter Specalist. This includes serving as the initial point of contact for operational impediments, thereby ensuring timely resolution to Client Experience matters while balancing the needs of all Meters team functions

• Collaboration: Work with teams outside the department including (but not limited to) NAS, Billing, Synergy, Meters Accounting and Account Management

Scheduling & Logistics Strategy

• Lead Time Management: Monitor and update ZenDesk ticket volumes, Response & Resolution times as well as aged tickets. 

• Prioritization: Ensure team schedules first in, first out while also prioritizing leaks, data collectors that are down and locations unable to estimate

• Get to Yes: Reduce friction of troubleshooting but writing Estimates and getting techs onsite

• Analysis: Collaborate with Scheduling and Subscriptions to ensure tickets are handed off cleanly, and QA to ensure warranty tickets are followed-up quickly. 

Desired Skills & Qualifications

• High School Diploma or equivalent
• NetSuite Experience
• ZenDesk Experience
• High proficiency in Google Suite and Excel
• PowerBi experience (Preferred, not required)
• Knowledge of at least 3 basic metering solutions
• Critical thinking and proactive problem-solving capabilities.
• Proven ability to lead through change and manage high-pressure, time-sensitive escalations.