CURRENT SAWS EMPLOYEES ONLY* Field Operations Specialist

San Antonio Water System; San Antonio (TX); On-site; USD 30,000 - 43,000; Full time

Job summary

San Antonio Water System is seeking a Field Operations Specialist to evaluate and resolve complex issues in water distribution and wastewater collection. The role focuses on root-cause analysis and coordinating corrective actions across departments.

The position requires analyzing metering and service discrepancies, mentoring meter technicians, implementing process improvements, and ensuring safety guidance is followed. Flexibility for overtime and weekend work may be needed.

Qualifications

• High School Diploma or GED.
• Four years’ experience in customer contact including two years’ investigating suspected abnormal or illegal water, wastewater or utility consumption or abnormal or illegal activity associated with any services provided by a municipality.
• One year troubleshooting/repairing mechanical equipment.
• Valid Class C Texas Driver's License.
• Ability to work regularly scheduled shifts within SAWS’s hours of operation including overtime and/or weekend work.

Responsibilities

• Investigates delinquent accounts and suspected water/wastewater theft of service, including field verification beyond the meter set.
• Supports escalated metering and service issues with internal and external customers to determine root cause and resolution.
• Reviews field test results and related documentation to support metering investigations and discrepancy resolution.
• Mentors meter technicians and assists with complex field troubleshooting and timely completion of work.
• Participates in metering operations initiatives and process improvements related to investigations, data quality, and field practices.
• Ensures adherence to SAWS security and safety guidelines.
• Coordinates with SAPD, Sheriff’s Office, and other municipalities; documents findings and recommended actions.
• Performs advanced troubleshooting and repair of automated meters and related devices to resolve investigations.
• Provides field support for specialized programs (e.g., Flat Rate) including annual inspections and verification of account information in the field.
• Performs other duties as assigned.

Skills

Emotional intelligence

Customer service

Communication

Problem solving

Education

High school diploma

Tools

Microsoft Office

Job description

Grade 18 - Starting hourly rate: $26.46. Rate of pay depends on qualifications.

JOB SUMMARY

The Field Operations Specialist is responsible for evaluating and resolving complex issues related to water distribution and wastewater collection services. This position identifies root causes of metering and service issues, documents findings, and coordinates with appropriate departments for further handling and corrective action.

ESSENTIAL FUNCTIONS

• Conducts and supports complex investigations of delinquent accounts and suspected water and wastewater theft of service, including field verification beyond the meter set.
• Supports escalated and complex metering and service issues with internal and external customers to determine root cause and recommended resolution.
• Reviews and validates field test results and related documentation when needed to support metering investigations and consumption/billing discrepancy resolution.
• Serves as a subject matter resource and mentor to meter technicians and senior meter technicians; assists with complex field troubleshooting and supports timely completion of work.
• Participates in the development, planning, and implementation of metering operations initiatives and special projects, including process improvements related to investigations, data quality, and field practices.
• Ensures adherence to SAWS security and safety guidelines.
• Coordinates, as needed, with San Antonio Police Department, Bexar County Sheriff’s Office, and other municipalities within the service area; documents Investigative findings, supporting evidence, recommendations, and corrective action.
• Performs advanced troubleshooting, configuration verification, and repair of automated meters and related devices (including communication endpoints) to resolve complex investigations or recurring exceptions.
• Provides field support for specialized programs (i.e., Flat Rate) that may include annual inspections and verification of account information in the field.
• Performs other duties as assigned.

DECISION MAKING

Works under limited supervision.

MINIMUM REQUIREMENTS

• High School Diploma or GED.
• Four years’ experience in customer contact including two years’ investigating suspected abnormal or illegal water, wastewater or utility consumption or abnormal or illegal activity associated with any services provided by a municipality.
• One year troubleshooting/repairing mechanical equipment.
• Valid Class "C" Texas Driver's License.
• Ability to work regularly scheduled shifts within SAWS’s hours of operation including the training period where lunches and breaks are scheduled. Depending on business needs, the department has the flexibility to adjust an employee’s regular schedule and may require overtime and/or weekend work.

PREFERRED QUALIFICATIONS

• Consistently demonstrates high levels of Emotional Intelligence
• Class “C” (Distribution) Texas Water Operator License.
• Class “D” Texas Wastewater Treatment Plant Operator License.
• Experience working with a customer service billing system.
• Two years’ experience in a lead or supervisory role.
• Two years’ experience installing, exchanging, repairing water assets including meters (mechanical and AMI), curb stops, communication endpoints
• Bilingual in English/Spanish.

JOB DIMENSIONS

• Knowledge of SAWS field operations.
• Knowledge of SAWS safety practices.
• Basic PC skills including Microsoft Office Suite and Outlook.
• Excellent problem solving and reasoning skills.
• Excellent interpersonal management and communications skills.
• Ability to self-direct and operate autonomously.
• Ability to establish and maintain effective working relationships and public relations.
• Ability to use materials, tools, and equipment commonly used in construction, maintenance, or repair of a water distribution/wastewater collection system.

PHYSICAL DEMANDS AND WORKING CONDITIONS

Physical requirements include lifting up to 50 pounds occasionally. Subject to standing, sitting, walking, climbing, bending, crawling, squatting, kneeling, and working in cramped or 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. Also operates a SAWS vehicle and equipment on a daily basis.

May be required to work hours other than the regular daytime schedule, such as weekends, shift work, overtime, and on-call duty.

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