Meter Data Controller

Position Summary

The incumbent provides administrative and the functional and application support of work processes within the and analyses for Retail Advanced Metering Infrastructure (AMI) technology and Customer Service Team Customer Service Team,  and ensures the associated functional application integrationed with the District’s Retail SAP Customer Information System (CIS) is complete..  This position is responsible for ensuring AMI metering needs of District personnel are satisfied by providing innovative and proactive solutions to meet the business needs while being self-sufficient or working under limited direction. General responsibilities include ensuring timely and accurate retail AMI meter readings for customer billings, analyzing reports and metering data to be utilized by various departments within NPPD, troubleshooting AMI equipment meters for connectivity, to include disconnects/reconnects and data issues, and demonstrating effective communication and interfacing as required to achieve business plan results. Retail Customer Service duties are required of the Retail Meter Data Controller each day.Assignment Assignment to this position and a condition of continued employment will be the ability to arrive from your residence to the Centralized Customer Care Center, a Customer Service Center, or relevant geographic Customer Service Office, within 30 minutes of notification of a call-out.  

Education, Training and Experience

Requires a Bachelor Degree in information technology, business, accounting, information management, and or related field plus one year of experience.   

OR     

Associate Degree in business, accounting, information management, or related field plus three years of experience. 

   
OR    

A high school diploma/GED plus five years of experience.     

Experience working with customers through operational support, retail business, sales, or a utility-specific company is required. Experience with AMI, MDMS, SAP, and/or other utility system functionality and Windows-based software applications is required. Minimum of two years of hands-on experience in the maintenance and support of utility systems and/or other key Operational Technology systems.   

Licenses and/or Certifications

None

Essential Duties & Responsibilities

Functional Subject Matter Expert (SME) in system functionality for records associated with the District’s SAP CIS system and AMI system.  The incumbent provides resolution to complex problems, customer inquiries, and requests based on knowledge of the organization, relevant business processes, and systems. Provides outstanding customer service to internal and external customers by providing knowledge-based solutions to customer inquiries which are in the best interest of NPPD and our customers through extensive knowledge of related functional policies and procedures. Incumbent will support the District’s Retail responsibility of maintaining excellent public relations and associated District operations.  

Maintain adequate two-way network addresses and connectivity on all meters and devices to ensure meter readings are obtained for timely and accurate customer billing and communication is established to the meter. This requires entering, searching in and troubleshooting failed meters and associated equipment along with monitoring District’s outage and load transfer information to ensure. downstream processes within SAP are not negatively impacted. This includes, but is not limited to, ensuring the AMI system(s) reflect(s) correct meter or device types and statuses by researching the system path along with previous and current SAP notifications, CIS service orders and outages and switching occurrences to determine the next steps.   

Communicates daily with the Centralized Customer Contact Center, Customer Service Centers, Distribution Operations and Metering regarding issues with AMI meters and the recommended action to take. This will include maintaining after-hours availability to resolve failed meter or collar issues impacting customer reliability.  Maintain and monitor all email notifications to handle AMI outage emails from technicians, to note AMI Command Center and move meters to appropriate Status Groups. 

Perform daily analysis of metering activity within the AMI system(s).  This requires daily monitoring of consumption, tamper alarms, blink counts for energy theft, errors for potential meter failures and identifying situations of high and inactive consumption. Information is either transferred to the local Customer Service Center for action, a CIS service order is initiated, or an SAP notification is generated for Service Technician follow-up.

Provide subject matter expertise to the Advanced Metering System Administrator with functional and technical analysis, when needed. This may include reviewing District Guidelines, Procedures and Processes to ensure accuracy while performing business analysis and research of system enhancements and interfaces. This involves having a thorough understanding of the application of business processes and metering technology.  Work with other members of the district to provide functional and technical knowledge in supporting the NPPD business systems and ensure the overall integrity of the system(s) is in place to support related internal and external customers. Resolve customer questions, complaints, and requests that may involve policy interpretation. Follow-up on customer inquiries and perform research to assure satisfactory resolution.  

In designated areas only: Retail Customer Service duties are required of the Retail Meter Data Controller daily each day. Full details on responsibility can be found in the respective Retail Customer Service position profile where essential duties and responsibilities, including physical/mental demands and conditions, are listed. 

Accountable for other duties as assigned.

Core Competencies