AMS Service Tech II - PNM Resources : Job Details

POSTING DEADLINEThis position is posted until filled. JOB DESCRIPTIONSalary 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 metersCollaborates with Fraud Coordinator to determine the extent of meter tampering; gathers record of time and materials cost involved with tampering and theft of serviceAnalyzes meter premise location for signs of meter tampering and theft of serviceConducts 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 neededCompletes meter orders to include: connects, disconnects, meter sets, and meter exchanges, in a timely and safe manner, for billing purposesDocuments and maintains records such as Final Inspection, Red Tags and permitsCompletes 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 policyMay be required to provide general assistance in any department and or function, such as Line Spotting, Meter Reading and Credit/Collections, as neededPrepares and completes reports related to the performance of assigned duties, such as Damage Reports, and related system reportsMaintains the Customer Information System (CIS) meter inventory maintenance with required updatesCOMPETENCIES:Knowledge of electrical theory and proper meter testing techniquesKnowledge of corporate safety procedures and proper use of all personal protective equipmentKnowledge of regulatory and corporate policies and guidelines for meter testing and meter installations in the Electric Reliability Council of Texas (ERCOT) marketAbility to manage difficult or emotional customer situations while maintaining a professional and courteous demeanorAbility to troubleshoot and repair various appliancesAbility to analyze and resolve complex, meter, service, repair and installation problemsAbility to recognize potential and immediate hazards and act in emergency situationsAbility to operate various tools and equipment related to service workAbility to work in difficult positions outside, inside and under structuresAbility to work effectively and independently with limited supervisionAbility to respond promptly to customer needs and solicit dialog with customers to improve or exceed customer expectationsAbility to effectively respond to customer requests for service and/or assistance with a sense of urgencyQUALIFICATIONSMINIMUM 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 disciplineCERTIFICATES, LICENSES, REGISTRATIONS:Must possess a current, legally valid driver's license and meet the Company's driving record requirementsCOMMUNICATION SKILLS:Ability to respond effectively to highly sensitive inquiries or complaintsAbility to speak clearly and persuasively in positive or negative situationsAbility to effectively listen and get clarification to respond to a wide-range of questionsAbility to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manualsMATHEMATICAL SKILLS:Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimalsCOMPUTER SKILLS:Ability to use general office equipment, a personal computer, and word processing softwareKnowledge and experience with CIS functions dealing with meter inventory and work ordersANALYSIS 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 STATEMENTSafety Statement: Safety is a core value at (TXNM Energy/PNM/TNMP) and our vision, ¿everyone goes home safe¿, reflects our commitment to promoting an environment conducive to learning, improving and building safety practices. Our safety value is built upon the belief that every employee deserves to work in an environment free from harm. Americans with Disabilities Act (ADA) Statement: TXNM Energy is committed to providing reasonable accommodations for qualified individuals with disabilities in compliance with the ADA. If you require assistance with the job application process due to a disability, please contact HR ADA Analyst, at 505-###-####. DEI Statement: At TXNM Energy, we value the diversity of our workforce and actively seek opportunities for incorporating Diversity, Equity, and Inclusion (DEI) within our family of companies. We believe a diverse workforce enriches our environment and helps us better meet the needs of our employees, customers, and shareholders. We remain committed to attracting and sustaining a diverse workforce and retaining high-performing employees who work collaboratively to carry out the Company's purpose. TXNM Energy and affiliates are Equal Opportunity/Affirmative Action employers. Women, minorities, disabled individuals and veterans are encouraged to apply.