Service Technician

Employment Type:

Supervisor: Public Works Supervision Structure

FLSA Status: Non-Exempt

Random Substance Testing: Yes

Position Number: PW/33

Employment Opportunity Summary

This position is responsible for performing skilled and lead work disconnecting and connecting water services, investigating tampering, reading meters and documenting work on a daily basis.

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Employment Opportunity Additional Details

Job Scope

The purpose of this position is to assist the business office in ensuring meters are operating accurately without interference and that customers are being billed only for services provided. Successful performance helps ensure customer satisfaction with the Water Division’s services; accurate, timely provision of such services to all customers at reasonable rates; and that the water distribution system is operating efficiently without leaks or malfunctioning meters.

Essential Duties and Responsibilities

The list of essential functions, as outlined herein, is intended to be representative of the tasks performed within this classification. The omission of an essential function does not preclude management from assigning duties not listed herein if such functions are a logical assignment to the position.

  1. Executes daily work orders consisting of turn-ons and turn-offs as well as general work orders.
  2. Inspects meters and connections for tampering, irregularity, malfunctions, and/or unauthorized connections.
  3. Evaluates, investigates and resolves customer complaints related to meters or issues noted from the billing data, such as abnormal consumption, which includes checks for stopped meters and leaks. May re-read meters, checks meters and other connections, and may report or repair defects in service lines or meters. Documents readings from meters and delivers documentation to the billing office.
  4. Investigates, verifies, isolates and reports to water distribution foreman or other management staff in relation to city and customer owned water line breaks/leaks.
  5. Uses a variety of hand tools and equipment in installing, connecting and disconnecting meters; clean and maintain tools and equipment; and test meters.
  6. Contacts customers with delinquent accounts and attempts to collect money owed or make other payment arrangements. Issues insufficient check notices and turn-offs if not paid by specified time.
  7. Uses a computer to collect and disseminate data using work orders and may enter information into division GIS system application.
  8. Assists with material inventory.
  9. Assists with locates and calls in locates for work areas, as needed.
  10. Helps repair main leaks and/or breaks, when needed.
  11. Install new meters or replace existing meters. Rebuild and test meters, as time allows.
  12. On-call when needed and ensures locates are called in on each job.
  13. Coordinates with other Service Technician to balance workloads and ensure all work orders are completed in a timely manner.
  14. Ensures accurate records and reports are maintained of work performed and materials used and such records are maintained for the required federal, state and local retention periods.
  15. Prepares daily, weekly, and monthly activity reports.
  16. General office duties, as may be assigned, include minor maintenance and clean-up in and around the meter shop and office.
  17. Attends training related to assigned area, as budget allows.
  18. Regular attendance is a necessary and essential function.
  19. Performs other related duties as assigned. Performs other reasonably related duties as assigned by immediate supervisor or other management personnel.
  20. Subject to call in at any time. In times of inclement weather or following severe storms, other emergencies, due to employee illnesses or at the request of the Public Works Director, this position may be called upon to work in other than their assigned Public Works Division (i.e., Mowing & Alley Maintenance, Recycling & Sanitation, Street, Water, and Water Pollution Control).

Minimum Qualifications

  1. High School diploma or GED.
  2. Must maintain a valid Missouri driver’s license and Class “B” CDL with air brakes.
  3. Experience in the maintenance and repair/replacement of water utility lines and meters and customer service is highly preferred.


  1. Promotions may be based upon level of certification with the Missouri Department of Natural Resources and experience. It is recommended that employees work towards certification in the functional area of distribution system (DS) operator.

Condition of Employment

  1. Must successfully complete a pre-employment drug screen and agree to be subject to random drug screen throughout employment.
  2. Must obtain within one year of employment and maintain an MDNR “I” level drinking water distribution system operator certification.
  3. Ability to work on-call and respond within 30 minutes at all hours of the day/night.

Necessary Knowledge, Skills, and Abilities

  1. Knowledge of water meters and of billing systems using meter readings.
  2. Knowledge of the standard hand tools and equipment related to installing, connecting or disconnecting water meters in a safe and effective manner.
  3. Thorough knowledge of safety standards and precautions pertaining to the use of tools, working around water and electricity and disconnecting/connecting water meters.
  4. Excellent customer service skills.
  5. Skill in performing mathematical calculations.
  6. Skill in using a computer and other standard office equipment.
  7. Ability to follow written and verbal instructions.
  8. Ability to establish and maintain effective working relationships with other employees, water customers and the general public.
  9. Ability to deal safely with unfriendly/aggressive pets.
  10. Ability to understand and communicate policies and procedures and services of the Water Division.
  11. Familiarity with City geography and street locations.
  12. Ability to work in a constant state of alertness and safe manner.
  13. Ability to work independently and to use good judgment in all situations.
  14. Ability to evaluate situations and make decisions.
  15. Ability to complete accurate records and make reports.


  1. City codes and ordinances.
  2. City and department policies and procedures.
  3. City, state, and federal laws, regulations, and guidelines regarding water transmission systems, traffic control in work zones.
  4. Guidelines require judgment, selection, and interpretation in application.


The work consists of varied duties related to the Water Division distribution system and connections/disconnections. The varied nature of the assigned duties adds to the complexity of the position. Additionally, this position is responsible for collections of delinquent accounts that require the Service Technician be able to work with sometimes dissatisfied customers.

Principal Working Relationships

  1. Co-workers, other city employees.
  2. Citizens, business leaders, vendors, contractors, elected officials and the general public.

Purpose of Contacts

Contacts are typically to give or exchange information, provide services, resolve problems, motivate or influence persons, and clarify, justify, defend, negotiate, or settle matters.

Supervisory and Management Responsibility

This position may periodically be part of a work crew or be responsible for lead worker of a work crew.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

  1. The employee lifts light and heavy objects (100+ lbs.) and pulls up to 150 lbs. as required, climbs ladders, bends, squats, crawls, climbs, twists, kneels, and reaches both to ground level and overhead. This position is subject to working in awkward positions and periods of prolonged walking, sitting or standing. The employee must have clarity of vision including three dimensional vision, ability to identify and distinguish color and precise hand-eye coordination.
  2. Must be able to feel attributes of objects, hold, grasp, push, stand, walk, drive, reach with hands/arms, stoop, kneel, crouch, climb/balance and operate mechanical equipment or hand tools. Regularly required to have repetitive wrist, hand and /or finger movements. Regularly required to talk and listen.

Work Environment

The work is typically performed indoors either while sitting at a desk or table while standing or
in an outdoor environment, which may include being required to work in confined spaces.

May be exposed to wet/humid conditions, inclement outdoor weather, vibration, extreme temperatures, dust, dirt, mechanical oils, airborne particles/fumes, moving mechanical parts, risk of electrical shock, potentially hazardous or cancer-causing agents/chemicals or very loud noise levels, including machine noises.

The employee may be required to wear Personal Protective Equipment as required for the assigned job duties. Some tasks may require use of a respirator.