Supervisor - Meter & Services

Location: East Hartford, CT | Work Model: Office

Salary range: $116,640 – $145,800, dependent upon experience.

What We Offer

• Competitive benefits and growth opportunities
• Generous performance-based bonuses
• 12% 401(k) match
• Comprehensive health, dental, and vision insurance
• Tuition reimbursement
• Professional development and clear career-advancement pathways

Job Summary

Provide both administrative and field supervision of bargaining unit technicians in the CNG Meter & Service Department. The department is responsible for emergency response, meter manifold installation and upgrades, customer turn-on and turn-off, customer service-related work, natural gas piping surveys (inside line inspections & Business District Surveys), and residential and commercial regulator inspections.

The supervisor ensures safety compliance, integrated planning and scheduling, adherence to regulatory compliance schedules, execution of fieldwork, productivity performance, coaching, training, mentoring, and various administrative duties. You will interact to resolve customer-related issues (external and internal) and ensure overall customer satisfaction, including area coverage for emergency response and customer appointments.

Responsibilities include preparing and executing field activities, coordinating and scheduling operations, and ensuring all construction and maintenance activities comply with meter work procedures, Gas Operations and Maintenance Manual (O&M), CNG Construction Standards, approved policies, regulatory procedures, safety rules, and approved budgets. The role also involves communication with customers, community officials, and the State of Connecticut Public Utilities Regulatory Authority (PURA) regarding utility operations, compliance, maintenance, and service.

Responsibilities

• Supervise the safe and efficient operation of daily field activities for 10-12 Meter Service Technicians, handling hundreds of customer inquiries monthly.
• Ensure field technicians meet state-regulated emergency response times for gas emergency odor calls and provide technical support for appliance/HVAC repair business.
• Provide oversight and training on CNG/SCG standard operating procedures and company Operating Policies outlined in the O&M manual.
• Coordinate all company-required safety trainings for direct reports, meet key performance indicators for field safety inspections, and complete accident reports and investigations within company guidelines.
• Ensure compliance with all company safety standards and conduct effective weekly safety meetings with assigned field technicians.
• Champion Avangrid’s safety culture and serve as a role model for safety.
• Support the revenue-generating business associated with the company’s customer appliance repair business.
• Monitor that all service technicians maintain required operator qualifications (OQs) in active status.
• Ensure adherence to mandated regulatory compliance schedules for meter and service-related activities.
• Provide direct supervision of internal, external, and on-call emergency field distribution crews, overseeing resources and personnel engaged in operation, maintenance, and construction of the natural gas distribution system.
• Participate in the supervisory on-call rotation, assigning and directing the work of unionized internal work crews.
• Exercise independent judgment as the on-site supervisor during outages or other natural gas emergencies.
• Maintain an efficient schedule and ensure timely completion of gas service replacement projects.
• Communicate with customers, community officials, and state regulatory staff regarding all aspects of gas utility operations, maintenance, and service delivery.
• Administer damage claims and billing, leak reports, time sheets, store orders, work order balancing, material review, and compliance with safety rules and regulations.
• Monitor accuracy of field records (field notes, as-builts, work sketches) for auditing purposes and ensure compliance.
• Review and approve meter header designs, including regulator setups and customer piping fittings completed in the field.
• Initiate and conduct investigations concerning appropriate disciplinary action for bargaining unit employees when required; understand and comply with the labor contract and resolve initial grievances.
• Conduct employee evaluations for the annual performance appraisal process.
• Research and resolve customer issues.
• Plan, schedule, assign, and appraise activities within the meter services group and all billable customer appliance-associated work.
• Perform other responsibilities as assigned by senior management.

Requirements

• Bachelor’s Degree with a minimum of 5 years of relevant experience, or
• Associate’s degree with a minimum of 8 years of relevant experience, or
• High School Diploma/GED with a minimum of 10-12 years as a gas fitter or other relevant experience and completion of the gas fitter progression program.
• Five or more years of experience in Natural Gas utility operation.
• High School Diploma/GED required.
• Valid CT Driver’s License.
• HVAC license or certification preferred.
• Strong leadership/managerial skills.
• Must be available to support gas emergency field situations.
• Knowledge of credit activities, customer service policies, and CIS.
• Knowledge of state and federal rules and regulations.
• Technical knowledge in gas utilization, pipe product, appliance parts, and customer service skills.
• Knowledge of NFPA 54 preferred.
• Must be able to obtain NGA operator qualifications.

Competencies

• Growth & Continuous Improvement
• Initiative & Change
• Focused on Results
• Customer Centric (internal and/or external)
• Communication
• Collaboration
• Leadership (people managers/leaders)