Field Customer Service Technician

About the role

The Customer Serviceman is responsible for providing safe, reliable, and professional field customer service support to natural gas customers. This position performs skilled work associated with the distribution and regulation of natural gas to residential, commercial, and industrial customers. Responsibilities include meter services, appliance servicing, leak investigation, customer gas service activation and deactivation, safety inspections, and emergency response activities. The successful candidate will demonstrate a strong commitment to safety, customer service, and operational excellence.

Responsibilities

• Turn natural gas service on and off for customers, including lighting, relighting, and shutting down furnaces, water heaters, ranges, and other gas appliances.
• Make service connections; install, exchange, and maintain meters; and perform authorized minor repairs to gas facilities and related equipment in accordance with Company procedures.
• Inspect, service, and troubleshoot residential and commercial gas appliances within the scope of Company procedures and the classification.
• Witness pressure testing of service and house lines and inspect installations for compliance with Company standards and applicable codes.
• Investigate reports of gas leaks, carbon monoxide concerns, low pressure, and other unsafe conditions involving customer- or Company-owned facilities; take appropriate action to protect life and property and leave the premises in a safe condition.
• Inspect Company- and customer-owned gas equipment for proper operation and safety.
• Use mobile devices, gas-detection instruments, data-collection equipment, and Company applications as required.
• Maintain accurate records, forms, reports, and other documentation associated with work activities.
• Safely operate and maintain an assigned Company vehicle and keep tools, equipment, and inventory clean, secure, and orderly.
• Respond to customer inquiries and provide courteous and professional customer service.
• Work independently and collaboratively with other field personnel to complete assigned work safely and efficiently.
• May perform duties of lower classifications as required.
• May assist with the training and work direction of employees in lower classifications, consistent with the collective bargaining agreement.
• Respond to natural gas emergencies and perform service-restoration duties as assigned, including work beyond the scheduled shift when required.
• Perform other related duties consistent with the job classification and collective bargaining agreement.
• Follow required work methods, operating procedures, personal protective equipment requirements, and traffic-control practices.
• Communicate promptly with dispatch, supervision, customers, emergency responders, and other work groups during routine and emergency assignments.

Minimum Qualifications

• High school diploma or GED required.
• Valid driver's license with a satisfactory driving record.
• Mechanical aptitude and ability to safely use hand and power tools.
• Ability to read, understand, and apply operating procedures, safety rules, maps, diagrams, work orders, and technical documents.
• Strong customer service and verbal and written communication skills.
• Basic computer, mobile-device, and electronic data-entry skills.
• Ability to successfully complete all required Company training, testing, demonstrations, and qualification processes within established timeframes.
• Ability to obtain and maintain all operator qualifications and other certifications required for assigned duties.

Preferred Qualifications

• Prior experience in natural gas operations, utility construction, field service, appliance repair, plumbing, HVAC, mechanical maintenance, or a related field.
• Experience working in a customer-facing environment.

Physical Requirements and Working Conditions

• Ability to perform the essential functions of the job, with or without reasonable accommodation, including lifting, carrying, pushing, pulling, climbing, bending, kneeling, crouching, reaching, and working in restricted or confined areas.
• Ability to work outdoors in all weather conditions.
• Ability to respond to emergencies and work extended or irregular hours when required.