Utilities Field Service Representative

Job Description:

Utilities Field Service Representative

Description

Description

The City of Palo Alto is seeking a reliable, motivated, and customer-focused professional to join our Utilities team as a Field Service Representative.
The Department
Palo Alto is the only city in California that offers a full array of utility services to its citizens and businesses. Because of this, the City has a unique opportunity to partner with the Palo Alto community to enjoy the benefits and achievements of reliable, home-grown, and environmentally-focused utilities. Palo Alto has a tradition of over 100 years of successful public utility operations. It is a tradition that continues to provide the Palo Alto community with safe and reliable utility service, local decision-making over policies, utility rate-making, environmental programs, and customized services. Learn more about our Utilities Department.

Career Opportunity
As the city’s first responders for water, natural gas, and electric services, our Field Service Representatives play a critical role in maintaining essential utility services. This position offers a great work-life balance with attractive schedules, allowing our staff to thrive both professionally and personally. Our team culture is positive, motivating, innovative, and adaptive. The Field Service group, consisting of six dedicated employees, embraces camaraderie and teamwork, and takes pride in their contribution to public safety and community outreach. No two days are the same, as our Field Service Representatives provide services that are not only essential but, in many cases, life-saving for our residents. This is a unique opportunity to make a direct, positive impact while working in a dynamic and supportive environment.

The Position
Under the direction of the Electric Utilities Supervisor, the Utility Field Service Representative, responds to customer requests for emergency and non-emergency services involving water, gas, or electric utilities, and takes appropriate corrective action; provides appliance operating information to customers, handles field service orders for the Utilities Customer Service Center, and reads meters as required.

Ideal Candidate

• Ability to work in all types of weather
• Ability to drive safely in all weather and road conditions
• Ability to work extended hours, nights, weekends, and holidays
• Reside within 60 minutes of the City of Palo Alto
• PG&E GSR Certified (preferred)
• Emergency Response experience
• Face to face customer service experience

Benefits: Fantastic benefits package! To learn more, click Here.

Compensation (SEIU): Comprehensive compensation plan. To learn more, click Here.

This position is represented by the Service Employees International Union (SEIU).

Essential Duties

Essential and other important responsibilities and duties may include, but are not limited to, the following:

• Utilizes gas detection equipment and leak investigation techniques to investigate and isolate natural gas leaks within residential or commercial buildings. Takes corrective action to mitigate hazards resulting from gas leaks, or improper gas appliance operation.
• Utilizes gas detection equipment and leak investigation techniques to investigate and if necessary isolate leaks from the CPAU gas distribution system.
• Repair leaks at gas meters.
• Responds with PAFD for emergency utility support, as needed under the direction of the PAFD Incident Commander.
• Turns on and off electric, water, and gas service in accordance with issued work orders, and makes adjustments as necessary to insure safe and efficient operation of customer owned gas appliances.
• Investigates complaints and provides emergency service regarding operational problems with utility service and/or equipment, and refers problems to the appropriate City division.
• Analyzes customer appliance problems and makes necessary adjustments within the area of established responsibility and/or recommends outside service assistance.
• Lights pilots for customer owned gas appliances, and confirms the safe operation of the appliance.
• Performs field investigation of high bill complaints, and provides routine field services for the Utilities Customer Service Center.
• Responsible for the completion and input of daily field service orders, data entry, i.e. gas leak investigation reports and creation of referrals to other departments.
• Ability to build diaphragm style gas meter sets up to 1000cfh.

For full job description, click Here.

Minimum Qualifications

Sufficient education, training and/or work experience to demonstrate possession of the following knowledge, skills and abilities, which would typically be acquired through:

• High school graduation, GED or equivalent; and,
• One (1) year experience in customer service work, or two (2) years as a meter installer, with a gas utility, or one year experience servicing gas and electric appliances and heating equipment.

Desired Qualifications:

• One (1) year experience in customer service work or Two (2) years’ experience as a meter installer, with a gas utility, or one year experience servicing gas and electric appliances and heating equipment.
• One (1) year experience in utility field service-related work.

Special Requirements:

• Persons hired for this position will be required to attend and successfully complete, within twelve months of employment, a gas service training course administered by PG&E. All expenses associated with this training course will be paid by the City of Palo Alto.
• FSR’s must pass and maintain qualifying status of D.O.T mandated O.Q certifications, related to essential job functions.

Supplemental Information

The Selection Process:

• Applicants will receive recruitment status notifications via email (governmentjobs.com account also has notification status updates).
• The screening process for this position typically includes a panel interview and skills assessment preceding final interviews with the hiring manager or their designee.

Recruitment Timeline:

• Minimum Qualifications Review: Ongoing
• Panel Interviews and skills assessment: Week of June 30, 2025
• Department Level Interviews: To be determined

Please note: The following dates are tentative and may change based on the needs of the hiring department.

Our online application system is provided by NeoGov. If you have problems while applying online, please contact NeoGov's Live Applicant Support at (855) 524-5627 between 6:00 AM and 5:00 PM Pacific Time, Monday - Friday.

The City of Palo Alto is an Equal Opportunity Employer. In compliance with the Americans with Disabilities Act, the City will provide reasonable accommodation to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the employer.

For more details visit our Careers Page, by clicking HERE.
Learn more about our Memorandum of Agreements (MOAs) between the City and its bargaining units, by clicking HERE.

Closing Date/Time: 6/6/2025 11:59 PM Pacific

Salary:

$109,948.80 - $134,596.80 Annually