Highlights of the job
EPCOR’s Water Services group has a permanent full-time opportunity for a Metering Manager to join the Customer Operations Team working out of our Aurum site in Edmonton, AB.
In the Metering Manager role, you will be accountable for the performance of the operational business processes and systems to ensure meters are procured, installed, replaced, and tested per guidelines to ensure accuracy of consumption and billing as well as servicing our customers with the hydrant permit program. This includes managing planned, reactive, and emergent work as well as planning and implementing system enhancements, process improvements, and achieving the required outcomes with time spans of up to 1 year.
We are accepting applications from both current EPCOR employees and external candidates at this time. EPCOR Employees please ensure you are using your “@epcor.com” email address.
What you’d be responsible for
The Metering Manager is accountable to the Customer Operations Senior Manager and operates within the context and prescribed limits established by the Senior Manager. The main accountabilities of the Metering Manager role will include, but are not limited to:
Planning:
Participating in the development of Operational Plan for the business unit and the identification of objectives and priorities (annual work plan) for the upcoming year. Developing and implementing appropriate deliverables within the context of the Linear Asset Operations business plan.Operational Excellence:
Ensuring adherence to processes, procedures and standards. Identifying and implementing process changes to ensure effective, efficient service delivery. Analyzing and identifying issues impacting operational performance and lead initiatives for continuous improvement to ensure customer satisfaction, productivity and financial performance metrics are achieved.Execution:
Executing the annual objectives and priorities (annual work plan). Removing roadblocks and addressing issues, problems and concerns related to ensure annual targets can be met as well as ensuring that work is completely safely and efficiently.Talent:
Creating capable, committed and high-performing team(s). Setting appropriate performance objectives for each employee. Responsible for developing and implementing performance management systems to evaluate and enhance employee productivity, ensuring alignment with organizational goals and fostering a culture of continuous improvement. Creating and managing a strong team of frontline leaders, meter mechanics and installers. This includes the determination of optimal staffing numbers, recruitment, retention and development.Relationships:
Collaborating cross functionally to resolve issues. Consulting with customers, unions or stakeholders to create understanding and resolve issues or concerns. Building relationships with other municipalities to share information on metering work processes.Collaboration:
Working cooperatively with other managers in balance of resources (budgets, labour, fleet, tools and equipment) to achieve overall success within the business unit. Collaborating cross functionally to resolve issues which includes working with Managers and Senior Managers across EPCOR, as well as supporting groups such as Health Safety and Environment, Communications & Public Engagement and Human Resources. Providing (technical) insights and expertise to support decision-making.Metering:
Installation and maintenance of Advanced Metering Infrastructure (AMI) and non-AMI meters in City of Edmonton and Regional customers (e.g. Parkland, County of Strathcona, Sturgeon County, St. Albert). Troubleshooting and repairing of non-communicating AMI meters in collaboration with EDTI.Testing and verification of new meter batches prior to field deployment as well as Quality Assurance testing and Periodic Testing of meters in-use; maintenance of test bench for residential and commercial meters.Planning, reviewing and selecting of new meters and metering devices as well as retirement program including monthly reporting and tracking.Providing input and forecast updates for capital work programs.Leading quality assurance of metering to ensure data quality, timeliness and adherence to appropriate regulations and standards. Maintaining:meter standard as needed.required meter inventory levels.a QA program for meter installers that highlights accuracy in their work completion.Supporting: resolution of consecutive estimation, stopped and/or defective meter issues.water turn-offs related to non-payment and non-access issuesHydrant Permit Program.Minimizing customer disruption, maintaining public health and providing timely response to emergencies. Participating in On-call Water manager rotation as per On-call schedule. Providing input and recommendations for modifying and developing Standard Operating Procedures and work processes.Ensuring customer satisfaction by managing customer expectations and de-escalating issues. Evaluating and integrating new recommendations to work processes/procedures or tools while ensuring employee safety during any change management processes.Planning and Scheduling for Metering work:Planning and scheduling work for the Metering team, balancing competing priorities and ensuring efficient resource use including evening and weekend work.Coordinating with Water Customers Service and AMI Project teams to align work plans with project and operational goals and deadlines, maintaining clear communication and collaboration.Monitoring progress and adjusting plans to address delays or changes, ensuring flexibility and responsiveness.
What’s required to be successful
Qualifications, experience and behaviours you possess are:
Completion of a Bachelor’s degree or college diploma from a recognized post-secondary educational institute in Business, Engineering or a related discipline.For candidates that do not meet the educational requirements as listed above you may still be considered if you have an equivalent level of direct experience leading operational teams in a utility environment. Experience that includes:10+ years (combination of education and experience) managing team(s) comprised of technical professionals and field-based staff.3 years working in the utility industry.3 (or more) years managing field/labour staff in a unionized environment.Working with IVARA, CIS, GeoFit, Oracle, and MS Office Suite.Knowledge that includes:Industry work practices, procedures, standards and safety applications.Foundational utility systems/tools (i.e. safety, work management, and GIS) and the functional capabilities of business intelligence software and tools.Sound understanding of applicable Occupational Health and Safety acts and any other provincially or federally legislated requirements to ensure due diligence in the workplace.Well-developed ability to: Work collaboratively with multiple areas/departments within Water and EPCOR.Manage frontline unionized employees including performance management and professional development.Demonstrate a strong focus on continuous improvement.Effectively manage frontline unionized employees including performance management and professional development.Communicate with empathy to customers and de-escalate situations when they arise.Strong problem-solving skills.Valid Class 5 Alberta Motor Vehicle Operators License. Ability to qualify for and maintain an EPCOR driver's permit.A Driver Abstract (5yr. Commercial type) may be required.Limited to 6 demerits or less.Access to a reliable vehicle.
In addition to the above listed qualifications, experience and behaviours – the successful candidate is one who is an effective leader and has honed their leadership skills as evidenced by their ability to create a solid team, work cross-functionally, engage others as well as work independently. You have the ability to delegate tasks, coach for success and hold others accountable. In addition, you manage change with the understanding of how change impacts others around you and use your influencing skills and strategies to change current work practices while acquiring buy-in from those being impacted.
Other important facts about this job
This is a professional level Management position that typically works 40 hours per week. As part of the Management Team with Water Services you are required to participate in the Manager on-call rotation. While working (or on-call) you must be fit for duty as this is a risk-sensitive position. Please note that you will need to have access to a reliable vehicle to travel to various sites as part of your weekly accountabilities. You will be reimbursed for your mileage in accordance with EPCOR’s mileage reimbursement policy.
Learn more about Working at EPCOR!
Follow us on LinkedIn, Twitter, Glassdoor or Facebook!
Please note the following information:
A requirement of working for EPCOR is that you are at least 18 years of age, successfully attained a high school diploma (GED, or equivalent level of secondary education) and legally entitled to work in Canada. (A copy of a valid work permit may be required.)If you are considered for the position, clearance on all applicable background checks (which may include criminal, identity, educational, and/or credit) and professional reference checks is required. Some EPCOR positions require an enhanced level of background assessment, which is dictated by law. These positions require advanced criminal record checks that must also be conducted from time to time after commencement of employment.A technical/practical assessment may be administered during the selection process and this exercise will be used as a part of the selection criterion.To meet the physical demands required of some positions, candidates must be in good physical condition and willing to work in all weather conditions. Clearance on pre-placement medical and drug and alcohol testing may be required.Prior infractions for unsafe driving behaviours will be evaluated and considered for non-selection regardless of current demerits on file.