Metering Supervisor

Veolia in North America is the top-ranked environmental company in the United States for three consecutive years, and the country’s largest private water operator and technology provider as well as hazardous waste and pollution treatment leader. It offers a full spectrum of water, waste, and energy management services, including water and wastewater treatment, commercial and hazardous waste collection and disposal, energy consulting and resource recovery. Veolia helps commercial, industrial, healthcare, higher education and municipality customers throughout North America. Headquartered in Boston, Veolia has more than 10,000 employees working at more than 350 locations across North America.

About the role

The Supervisor is at the forefront of maintaining and enhancing revenue integrity through diligent oversight of field revenue-generating projects and exceptional field customer service practices. This role supports Field Service Representatives (FSRs) to ensure adherence to safe, efficient, and standardized work practices while promoting a culture of proactive customer engagement and accurate metering. The supervisor aligns field situational awareness with strategic objectives to safeguard and optimize revenue, ensuring all activities meet company standards and regulations. The role involves managing FSRs' workloads, including scheduling, dispatching, and supervising field and office tasks related to meter operations, billing investigations, and customer interactions.

Responsibilities

• Supervise Field Service staff (FSRs) and Customer Service Field Representatives (CSFRs).
• Oversee daily field activities related to installing, replacing, repairing, reading, and testing meters and associated devices.
• Coordinate and oversee meter change-out programs (all sizes) to meet annual targets required by the Board of Public Utilities (BPU).
• Investigate meter reading exceptions (no reads, high/low readings, consecutive estimates, zero consumption) and determine resolution actions.
• Oversee daily field activities and schedules of the Meter Department in coordination with planning/scheduling.
• Perform weekly quality assurance/control investigations of work performed to ensure compliance with department, regulatory, and safety standards.
• Ensure 100% compliance with all regulatory requirements for meter reading, age, and testing.
• Manage all aspects of meter inventory, replacement parts, and associated reading devices, including ordering and approving purchases in compliance with company procurement policies.
• Prepare assignment rosters, review time sheets, track absences and time-off requests, inspect field projects, process job sheets, and contact customers, plumbers, and contractors as needed.
• Reconcile scheduled and unscheduled work daily.
• Record and report meter test results from "Age" related or "Random Sampling" programs in compliance with company and BPU requirements.
• Ensure safety compliance with company and OSHA standards, including scheduling and tracking required training.
• Actively participate in reducing Non-Revenue Water.
• Respond to BPU inquiries, requests, or complaints and ensure prompt responses to customer inquiries or complaints.
• Review and evaluate work orders, particularly "problematic/incomplete" ones, providing guidance or corrective action to field staff.
• Partner with the New Business department for new meter installs, ensuring compliance with standards.
• Communicate staff duties, responsibilities, work policies, rules, and regulations clearly.
• Develop protocols for managing contingencies and emergencies, including planning for sufficient staffing during unexpected situations.
• Participate in developing and implementing the department’s standard operating procedures.
• Monitor and report on relevant KPIs.
• Respond to emergency calls and work extended hours as needed.
• Provide support on special projects as assigned.

Requirements

• Bachelor's degree or equivalent work experience.
• 3-5 years of supervisory/management experience in field operations or equivalent.
• Significant technical expertise related to internal control structure, policies, procedures, and compliance.
• Direct supervision of a union workforce.
• Budgeting, planning, and forecasting experience.
• Plumbing experience is a plus but not required.

Skills

• Effective supervision and coordination of field service and metering operations, including leading a unionized staff.
• Ability to work independently, manage time effectively, and prioritize multiple complex assignments.
• Excellent communication (written/oral) and interpersonal skills.
• Flexibility, adaptability, and ability to interact effectively with all levels of management.
• Ability to prepare written technical reports and interact diplomatically with management, bargaining unit employees, regulators, consultants, municipal officials, customers, and the public.
• Proficient in personal computer use, including word processing, spreadsheets, and presentation materials.
• Experience or ability to become proficient in software/applications such as Excel, PeopleSoft, Intelex, CC&B, work order management systems, and Google Applications (Gmail, Calendar, Drive, Docs, Sheets, Slides, Forms).
• Working knowledge of software applications relating to meter reading, handheld, and mobile units.
• Proficient in meter changes, end points, operations, repair, and backflow prevention devices.
• Thorough understanding and enforcement of health and safety regulations, BPU regulations, and Union contracts.
• Ability to drive between different locations and job sites.
• Ability to read, write, and learn new water industry technology.
• Understanding of regulatory requirements.

Qualifications

• Valid NJ Driver’s License.

Physical Requirements

• Walking on uneven terrain; climbing hills and stairs.
• Moderate lifting up to 25 pounds.
• Ability to sit, stand, and walk for long periods.
• Ability to enter confined spaces.
• Must be able to speak, see clearly, and hear.
• Must be able to smell gases.

Pay

$90,000 to $95,000 per year.

Eligible for up to 10% Annual Performance Bonus.

Benefits

• Paid time off policies, including sick leave (56 hours), 11 observed holidays, and flexible vacation time.
• Health, dental, vision, and life insurance.
• Savings accounts and employer-sponsored 401(k) plan.
• Tuition reimbursement.
• Paid volunteering opportunities.