Supervisor - Meter Services

City of Round Rock, TX; Round Rock (TX); On-site; USD 65,000 - 90,000; Full time

Job summary

The City of Round Rock is seeking a Meter Services Supervisor to lead field personnel and oversee meter service operations, including AMI maintenance, testing, and work orders. You will drive performance, ensure excellent customer service, and coordinate with external vendors.

Under supervision, you will plan workflows, manage staff performance, analyze AMI data and KPIs, and ensure compliance with licenses and city policies while safeguarding assets and utilities integrity.

Qualifications

• High school diploma or GED required.
• Experience in AMI, Meter Maintenance, or Utility Services preferred.
• Ability to supervise staff and manage performance.

Responsibilities

• Provides day-to-day leadership of meter services staff and a customer-focused work environment.
• Develops, analyzes and reports AMI data and KPI metrics to guide improvements.
• Oversees all meter service operations including installation, maintenance, testing and work orders.
• Investigates and responds to citizen complaints regarding metering issues with excellent service.
• Collaborates with external vendors and departments to ensure efficient workflow.
• Manages vehicle assignments and coordinates with Fleet and Safety divisions.

Skills

Leadership

Data analysis

Performance management

Customer service

Project coordination

Education

High school diploma or GED

Job description

Under general supervision, the Meter Services Supervisor exercises considerable judgment and applies knowledge of broadly defined practices, policies and procedures to supervise field personnel assigned to the meter services team and field work order operations. This position plans, conducts and coordinates activities of the meter services team and selects the methods, techniques and evaluation criteria for obtaining results.

Posted range is the starting salary. Pay rate offered is based on experience.

• Provides day-to-day leadership of and works with the meter services staff to ensure a high-performance, customer service-oriented work environment which supports achieving the department’s and the city’s mission, strategic plan, objectives and values.
• Develops, analyzes and reports AMI data and KPI metrics; utilizes data and analytics in recommending and implementing business processes and improvements.
• Inspects and evaluates work being performed by assigned staff; identifies problem areas and directs action to remedy and resolve. Approves timesheets and completes performance management for assigned staff.
• Participates in the development and implementation of goals, objectives, policies and priorities for assigned services and programs; identifies resource needs; recommends and implements policies and procedures.
• Oversees and directs all meter service operations, including the installation, maintenance, testing, work orders and troubleshooting of water meters. Schedules, evaluates and performs quality control on AMI meter maintenance. Oversees the detection and reporting of illegal meter connections and water theft.
• Investigates and responds to citizen complaints and concerns regarding metering issues, ensuring excellent customer service and satisfaction, and can de-escalate irate customers.
• Implements and conducts AMI software installations, programming, diagnostics training, AMI transmitting devices training, and guides and coordinates AMI mounting installation procedures.
• Collaborates with external vendors and departments professionally and as necessary to ensure the workflow process is working efficiently.
• Manages vehicle assignments and vehicle usage by assigned staff who use the City’s vehicles to perform their duties; informs manager of vehicle rotations, repairs and accidents; coordinates with the Fleet Division regarding vehicle shortages; and coordinates with the Safety & Risk Management Division as needed.

• High school diploma or GED.
• At least six (6) months of advanced study or training at a community college or a vocational, business, technical or correspondence school is preferred.
• Five (5) or more years of experience in AMI, Meter Maintenance, or Utility Services.
• One (1) year in a supervisory or lead capacity/role.

• Class D Water Distribution License or ability to obtain within one (1) year after hire.
• Valid Texas Driver License.