Technical Field Investigator

San Antonio Water System San Antonio, TX 2017-05-13

JOB SUMMARY
The Technical Field Investigator performs a variety of service functions including, conducting investigations to determine the causes of customer billing problems, performing residential and commercial water audits, and submitting work orders to correct meter problems. Also responsible for conducting and monitoring testing of associated equipment and assets. The Technical Field Investigator evaluates and resolves customer problems by visiting customer sites to interpret and explain SAWS' policies and regulations while promoting Safety awareness in the day-to-day performance of duties.

ESSENTIAL FUNCTIONS

All Specialties
  1. Conducts on-site water audits at residential and commercial properties at customer request.  Identifies primary sources of customer water usage and recommends changes or repairs to reduce usage or water waste: provides information and referrals on water conservation techniques, equipment improvements and other methods of achieving more efficient water use.
  2. Compiles and analyzes data to resolve complex billing situations.
  3. Provides information to customers about SAWS Customer Service Billing System, Operations, Production, Water Quality, and Affordability and Conservation programs.
  4. Recommends enforcement activity as required.
  5. Responds to difficult customer relations situations, involving upset and dissatisfied customers, takes action to resolve complaints where appropriate with sensitivity and good judgment.
  6. Installs, troubleshoots and repairs problems with automated meters and related devices.
  7. Performs other duties as assigned.

Conservation Specialty

  1. Conducts on-site audits of residential and commercial irrigation systems, home appliances, plumbing fixtures, and meters to identify and assess opportunities for improving water use efficiency.
  2. Educates commercial and residential customers about water efficient appliances and appropriate landscape irrigation techniques.


DECISION MAKING

  • Works under limited supervision.


MINIMUM REQUIREMENTS
All Specialties

  • High School Diploma or GED.
  • Three years' experience performing customer service or conservation-related field activities.
  • Ability to interpret and use diverse maps and blueprints.
  • Able to use database and work-order software systems.
  • Valid Class "C" Texas Driver's License consistent with SAWS Driving Policy.

PREFERRED QUALIFICATIONS

  • Class "C" (Distribution) Texas Water Operator License.
  • Bilingual in English/Spanish.


JOB DIMENSIONS

  • Regular contact with internal and external customers. Occasional contact with local city, county and state agencies such as City of San Antonio's Health Department, Building Inspections, Plumbing Inspections, Bexar County Public Works and Texas Commission on Environmental Quality, or insurance companies.
  • Operates an on-line computer terminal and other standard office equipment.
  • Handles tactfully and effectively sensitive customer relations situations and diffuses situations that are highly emotional and volatile.
  • Communicates effectively, verbally and in writing.
  • May be required to work hours other than regular daytime schedules such as weekends, shift work, overtime and on-call duty.
  • Must meet the required performance standards within the area of assignment.


PHYSICAL DEMANDS AND WORKING CONDITIONS
Physical requirements include lifting up to 50 lbs occasionally, pushing a maximum force of 105 lbs through situations such as turning valves on and off.

Subject to standing, sitting, walking, climbing, bending, crawling, squatting, kneeling, and working in cramped and strained positions for long periods of time to perform job scope.

Working conditions are primarily in extreme outside weather conditions, exposed to wet and/or humid conditions, wastewater, mechanical, electrical, chemical, confined space, slippery, uneven surfaces, excessive noise; heavy traffic; deep excavations; and animals, snakes and poisonous insects.  Operates company vehicle on a daily basis.