POSTING DEADLINE
This position is posted until filled.

DEPARTMENT
Department: WTX Fort Stockton Operations

PREFERENCES
No job description available

JOB DESCRIPTION
AMS Service Tech I
Salary Grade: G11
Minimum Midpoint Maximum
$40,704 - $52,916 - $65,127
SUMMARY:

Under direct supervision assists with performing a wide range of meter work and service requests, which includes repairs and troubleshoots routine to difficult/non-routine service problems, which may include servicing customer appliances and provide quality customer service by resolving customer inquiries and complaints in a professional/courteous manner.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Under the guidance of AMS Tech II, collaborates with Fraud Coordinator to determine the extent of meter tampering; gathers record of time and materials cost involved with tampering and theft of service
• Assist with analyzing meter premise location for signs of meter tampering and theft of service
• Conducts TNMP Customer Request Meter Test process function at the customer's location, assists in the field with meter communication problems, and collects meter data from AMS meters for revenue billing, as needed
• Assists with the completion of meter orders to include: connects, disconnects, meter sets, and meter exchanges, in a timely and safe manner, for billing purposes
• Completes service requests, to include: repair and adjustment, investigation of high bill complaints, verifying accuracy of Working Meter Standards as per established regulatory requirements and documenting results as per Company policy
• May be required to provide general assistance in any department and or function, such as Line Spotting, Meter Reading and Credit/Collections, as needed
• Prepares and completes reports related to the performance of assigned duties, such as Damage Reports, and related system reports

COMPETENCIES:

• Basic knowledge of electrical theory and proper meter testing techniques
• Knowledge of corporate safety procedures and proper use of all personal protective equipment
• Basic knowledge of regulatory and corporate policies and guidelines for meter testing and meter installations in the Electric Reliability Council of Texas (ERCOT) market
• Ability to manage difficult or emotional customer situations while maintaining a professional and courteous demeanor
• Ability to troubleshoot and repair various appliances
• Ability to analyze and resolve complex, meter, service, repair and installation problems
• Ability to operate various tools and equipment related to service work
• Ability to work in difficult positions outside, inside and under structures
• Ability to respond promptly to customer needs and solicit dialog with customers to improve or exceed customer expectations
• Ability to effectively respond to customer requests for service and/or assistance with a sense of urgency
• Ability to recognize the different types of AMS and Non AMS meters and be able to match the proper meter with the proper service voltage.

QUALIFICATIONS

MINIMUM EDUCATION AND/OR EXPERIENCE:

• High School diploma or GED with three to five years of related experience, or equivalent combination of education and/or experience related to the discipline

CERTIFICATES, LICENSES, REGISTRATIONS:

• Must possess a current, legally valid driver's license and meet the Company's driving record requirements

COMMUNICATION SKILLS:

• Ability to respond effectively to highly sensitive inquiries or complaints
• Ability to speak clearly and persuasively in positive or negative situations
• Ability to effectively listen and get clarification to respond to a wide-range of questions
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals

MATHEMATICAL SKILLS:

• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals

COMPUTER SKILLS:

• Ability to use general office equipment, a personal computer, and word processing software
• Knowledge and experience with CIS functions dealing with meter inventory and work orders

ANALYSIS AND PROBLEM-SOLVING ABILITY:

• Ability to examine meter test results and relate the findings to the customer in a professional manner.
• Ability to identify real and potential safety hazards before commencing any work and react according to company policy.
• Ability to define problems, collect data, analyze alternatives, and reason.

PHYSICAL DEMANDS:

• Ability to regularly use hands to finger, handle, feel and reach with hands and arms.
• Required to frequently stand and walk and occasionally sit, climb or balance, stoop, kneel, crouch, or crawl.
• The employee must frequently lift and /or move objects up to 50 pounds.
• Colored vision is required.
• Duties require regular use of computers, safe operation of a motor vehicle and the use of electrical test equipment.

WORK ENVIRONMENT:

• Typical work environment is outside.

JOB DESCRIPTION
AMS Service Tech II
Salary Grade: G09
Minimum Midpoint Maximum
$50,991 - $67,562 - $84,134
SUMMARY:

Under general supervision performs a wide range of meter work and service requests, which includes repairs and troubleshoots routine to difficult/non-routine service problems, which may include servicing customer appliances and provide quality customer service by resolving customer inquiries and complaints in a professional/courteous manner.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Works with Advanced Metering System (AMS) meter vendor and Texas New Mexico Power (TNMP) meter shop personnel to determine next steps for performance problems using various meter software programs to determine performance issues with AMS meters
• Collaborates with Fraud Coordinator to determine the extent of meter tampering; gathers record of time and materials cost involved with tampering and theft of service
• Analyzes meter premise location for signs of meter tampering and theft of service
• Conducts TNMP Customer Request Meter Test process function at the customer's location, assists in the field with meter communication problems, and collects meter data from AMS meters for revenue billing, as needed
• Completes meter orders to include: connects, disconnects, meter sets, and meter exchanges, in a timely and safe manner, for billing purposes
• Documents and maintains records such as Final Inspection, Red Tags and permits
• Completes service requests, to include: repair and adjustment, investigation of high bill complaints, verifying accuracy of Working Meter Standards as per established regulatory requirements and documenting results as per Company policy
• May be required to provide general assistance in any department and or function, such as Line Spotting, Meter Reading and Credit/Collections, as needed
• Prepares and completes reports related to the performance of assigned duties, such as Damage Reports, and related system reports
• Maintains the Customer Information System (CIS) meter inventory maintenance with required updates

COMPETENCIES:

• Knowledge of electrical theory and proper meter testing techniques
• Knowledge of corporate safety procedures and proper use of all personal protective equipment
• Knowledge of regulatory and corporate policies and guidelines for meter testing and meter installations in the Electric Reliability Council of Texas (ERCOT) market
• Ability to manage difficult or emotional customer situations while maintaining a professional and courteous demeanor
• Ability to troubleshoot and repair various appliances
• Ability to analyze and resolve complex, meter, service, repair and installation problems
• Ability to recognize potential and immediate hazards and act in emergency situations
• Ability to operate various tools and equipment related to service work
• Ability to work in difficult positions outside, inside and under structures
• Ability to work effectively and independently with limited supervision
• Ability to respond promptly to customer needs and solicit dialog with customers to improve or exceed customer expectations
• Ability to effectively respond to customer requests for service and/or assistance with a sense of urgency

QUALIFICATIONS

MINIMUM EDUCATION AND/OR EXPERIENCE:

• High School diploma or GED with five to six years of related experience, or equivalent combination of education and/or experience related to the discipline

CERTIFICATES, LICENSES, REGISTRATIONS:

• Must possess a current, legally valid driver's license and meet the Company's driving record requirements

COMMUNICATION SKILLS:

• Ability to respond effectively to highly sensitive inquiries or complaints
• Ability to speak clearly and persuasively in positive or negative situations
• Ability to effectively listen and get clarification to respond to a wide-range of questions
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals

MATHEMATICAL SKILLS:

• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals

COMPUTER SKILLS:

• Ability to use general office equipment, a personal computer, and word processing software
• Knowledge and experience with CIS functions dealing with meter inventory and work orders

ANALYSIS AND PROBLEM-SOLVING ABILITY:

• Ability to examine meter test results and relate the findings to the customer in a professional manner.
• Ability to identify real and potential safety hazards before commencing any work and react according to company policy.
• Ability to define problems, collect data, analyze alternatives, and reason.

PHYSICAL DEMANDS:

• Ability to regularly use hands to finger, handle, feel and reach with hands and arms.
• Required to frequently stand and walk and occasionally sit, climb or balance, stoop, kneel, crouch, or crawl.
• The employee must frequently lift and /or move objects up to 50 pounds.
• Colored vision is required.
• Duties require regular use of computers, safe operation of a motor vehicle and the use of electrical test equipment.

WORK ENVIRONMENT:

• Typical work environment is outside.

EQUAL OPPORTUNITY STATEMENT
PNM Resources and affiliates are Equal Opportunity/Affirmative Action employers. Women, minorities, disabled individuals and veterans are encouraged to apply.