Job Description

Position Purpose:

The Superintendent is at the forefront of our efforts to maintain and enhance revenue integrity through diligent oversight of field revenue-generating projects and exceptional field customer service practices. This role is essential in supporting our Field Service Representatives (FSRs) to ensure they adhere to safe, efficient, and standardized work practices while actively promoting a culture geared towards proactive customer engagement and accurate metering in the field. The superintendent's responsibilities extend beyond overseeing the day-to-day field operations; they are pivotal in aligning field situational awareness with our strategic objectives to safeguard and optimize revenue. Through qualifying the work completed by FSRs, the superintendent ensures all activities meet our rigorous company standards and regulations, thereby contributing significantly to our operational excellence and customer satisfaction. The role requires detailed management of FSRs' workloads, including scheduling, dispatching, and supervising field and office tasks related to meter operations, billing investigations, and enhancing field customer interactions. The objective is to drive a team that not only upholds safety and standard work practices but also excels in revenue integrity, thereby supporting our overarching goal of customer service.

Primary Duties/Responsibilities:

• Under the direction of the Manager, Meter Operations, the Superintendent has direct operational oversight over all company and regulatory policies and procedures and ensures compliance as it relates to Meter Activities.
• The Superintendent will participate in the Meter Department emergency on-call rotation as well as rotating Saturday coverage.
• Direct Supervision Requirements:
  • Supervision of the Field Service staff (FSRs) and Customer Service Field Representatives (CSFRs).
  • Responsible for overseeing the daily field activities related to installing, replacing, repairing, reading and testing of meters and end points and all associated devices.
  • Reconciliation of all scheduled and unscheduled work daily (planned work vs. completed).
  • Review and evaluate work orders, particularly those deemed "problematic/incomplete," providing guidance, feedback, or corrective action to field staff.
  • Responsible for coordinating and/or overseeing the meter change out programs (all sizes) and ensuring annual change out targets are met as required by the Board of Public Utilities (BPU).
  • Coordinate and investigate issues and meter reading exceptions (no reads, High/Lows, consecutive estimates, zero consumption). Determine the best course of action to resolve. Assign accordingly to appropriate office / field staff.
  • Responsible for preparing assignment rosters, reviewing time sheets, tracking absences and time off requests, making inspections of various field projects, processing job sheets, and making personal contacts with customers, plumbers and contractors as needed.
  • Clearly communicate staff duties and responsibilities, work policies, rules, and regulations. Develop protocols for managing contingencies and emergencies, including planning for sufficient staffing during unexpected situations and absences.
  • Ensure safety compliance with all company and OSHA safety standards including the scheduling and tracking of all required training in conjunction with Veolia's safety programs. This also includes following the safety guidelines for on the job related injuries.
  • Responsible for the following:
    • New meter installations and service setups.
    • Awareness of cross connection control and backflow prevention programs.
    • Meter testing, calibration, and maintenance.
• Day to Day Requirements:
  • Responsible for performing weekly quality assurance/control investigations of work performed to ensure work is performed in line with department, regulatory and safety standards.
  • Ensure 100 % compliance with all regulatory requirements pertaining to meter reading, age and testing.
  • Ensure a prompt response to customer inquiries, requests, or complaints.
  • Provide support in response to BPU inquiries, requests, or complaints.
  • Responsible for all aspects of meter inventory as well as meter replacement parts and associated reading devices as required by change out program activity.
    • Ordering and approving the purchase of department related materials. This is to be done in compliance with company procurement policies and/or established compliance standards.
• Strategic Initiatives:
  • Support "Age" related or "Random Sampling" programs and initiatives.
    • Ensuring quality assurance/quality control of records in a format conducive with company and BPU reporting requirements and submitted to the appropriate regulatory agency in a timely manner.
  • Represent the Meter Department in company-wide Non-Revenue Water initiatives.
  • Partner with the New Business department to handle new meter installs.
  • Participate in developing and implementing the department's standard operating procedures.
  • Responsible for coordinating with external parties (Production, T&D, New Business, external contractors) to facilitate complex meter projects and initiatives. This includes coordination of specialized training, development of safe work plans including traffic control measures, etc.
  • Support AMI initiatives.
• Additional task based work:
  • Monitor and report on relevant KPIs.
  • Emergency Response: Must be able to respond to emergency calls and work extended hours as needed.
  • Provide support on special projects as assigned.
  • Other duties as assigned.

Qualifications

Education/Experience/Background:

• Bachelor's degree in management, science or technology is preferred.
• 5-10 years progressive experience including field operations and supervisory/management experience or equivalent.
• Technical expertise and experience required as it relates to internal control structure, policies, procedures and compliance.
• Plumbing experience is a plus.
• Direct supervision of a union workforce is preferred.
• Budgeting, planning and forecasting experience.

Knowledge/Skills/Abilities:

• Must be able to read and write. Ability to learn new water industry technology and teach. Must be able to understand regulatory requirements.
• Knowledge of meter installations.
• Effective supervision and coordination of field service and metering operations, ensuring seamless execution of daily activities and lead a unionized staff environment,
• Ability to work independently, manage time effectively and prioritize multiple, complex work assignments.
• Excellent communication (written/oral) and interpersonal skills.
• Flexibility, adaptability and the ability to interact effectively with all levels of management.
• Ability to prepare written technical reports and interact effectively and diplomatically with management and/or bargaining unit employees as well as regulators, consultants, municipal officials, customers and the general public.
• Knowledgeable and competent in the use of personal computers. Extensive experience in word processing, preparation and utilization of spreadsheets and presentation materials, including experience or the ability to become proficient in the following software / applications: Excel, PeopleSoft, Intelex, CC&B, Work order management systems, Google Applications (Gmail, Calendar, Google Drive, Docs, Sheets, Slides, Forms).
• Working knowledge of software applications relating to meter reading as well as 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.

Required Certification/Licenses/Training:

• Valid NJ Driver's License is required.

Physical Requirements:

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

Additional Information

Pay Range: $100000 to $110000 per year.

Benefits: Veolia's comprehensive benefits package includes paid time off policies, as well as health, dental, vision, life insurance, savings accounts, tuition reimbursement, paid volunteering and more. In addition, employees are also entitled to participate in an employer sponsored 401(k) plan, to save for retirement.

Sick leave - 56 hours; Observed Holidays - 11 days; Vacation - Flexible Time Off

Eligible for up to 15% Annual Performance Bonus