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 operations with strategic objectives to safeguard and optimize revenue, ensuring all activities meet company standards and regulations. Responsibilities include managing FSRs' workloads, 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 set by the Board of Public Utilities (BPU).
• Investigate meter reading exceptions (e.g., no reads, high/low readings, consecutive estimates, zero consumption) and determine resolutions.
• Oversee daily field activities and schedules of the Meter Department in coordination with planning/scheduling.
• Perform weekly quality assurance/control investigations to ensure compliance with department, regulatory, and safety standards.
• Ensure 100% compliance with all regulatory requirements for meter reading, age, and testing.
• Manage meter inventory, replacement parts, and associated reading devices for change-out programs.
• Order and approve department-related materials in compliance with company procurement policies.
• Prepare assignment rosters, review time sheets, track absences, and process job sheets.
• Reconcile scheduled and unscheduled work daily.
• Record and report meter test results for "Age" and "Random Sampling" programs to regulatory agencies.
• 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, customer complaints, and provide prompt resolutions.
• Review and evaluate work orders, providing guidance or corrective action to field staff.
• Partner with the New Business department for new meter installations, ensuring compliance with standards.
• Communicate staff duties, responsibilities, and work policies clearly.
• Develop protocols for managing contingencies and emergencies, including staffing during unexpected situations.
• Participate in developing and implementing department standard operating procedures.
• Monitor and report on relevant KPIs.
• Respond to emergency calls and work extended hours as needed.
• Support 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 in 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.
• Ability to work independently, manage time, and prioritize complex assignments.
• Excellent written and oral communication and interpersonal skills.
• Flexibility, adaptability, and ability to interact with all levels of management.
• Ability to prepare technical reports and interact diplomatically with regulators, customers, and the public.
• Proficiency in personal computers, including Excel, PeopleSoft, Intelex, CC&B, work order management systems, and Google Applications.
• Working knowledge of meter reading software and handheld/mobile units.
• Proficient in meter changes, end points, operations, repair, and backflow prevention devices.
• Thorough understanding and enforcement of health, safety, BPU regulations, and Union contracts.
• Ability to drive between job sites and read/write effectively.
• Ability to learn new water industry technology and teach others.
• 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, hear, and smell gases.

Pay

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

Eligible for up to 10% Annual Performance Bonus.

Benefits

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