American Water

Job Title: Lead Technician, Field Operations
Posting Start Date: 9/1/26
Job Description:
Primary Role
This role is remote for Gatlinburg, TN area candidates only. It is a remote role since there is no office to report to in this location. The service area will be Gatlinburg, TN and will need to be able to drive to the local service locations.
The Lead Technician, Field Operations provides day-to-day leadership and work coordination for Field Technician crews while continuing to perform advanced technical work related to installation, maintenance, and repair of water distribution systems.
Key Accountabilities
<ul>
<li>Lead and coordinate daily work assignments for field operations.</li>
<li>Perform complex installation, maintenance, and repair of water system infrastructure.</li>
<li>Provide on-the-job training, coaching, and technical guidance.</li>
<li>Monitor work quality, productivity, and proper use of material and equipment.</li>
<li>Ensure compliance with Company Environmental, Health and Safety Policies, procedures and best practices.</li>
<li>Drive and operate company vehicles and equipment, including dump truck, backhoe and other equipment required to perform field service duties; operate various hand and power tools.</li>
<li>Break asphalt and concrete using pneumatic tools; excavate valves and curb boxes with hand tools; and position pipes, valves, fittings, and related infrastructure.</li>
<li>Tap into pressurized water mains, install repair clamps, flare and connect service piping, and operate valves, hydrants, and related appurtenances.</li>
<li>Operate pneumatic and/or hydraulic boring equipment for line installation and repair activities.</li>
<li>Accurately complete forms, sketches, field notes, and documentation using maps and system records</li>
<li>Read meters as required by daily schedules. Perform work in meter boxes, confined spaces, trenches, and excavations.</li>
<li>Obtain and record water meter readings in the company’s service area to ensure accurate billing of customers’ accounts within established timeframes.</li>
<li>Accurately measure pressure and flow at meter to detect leaks.</li>
<li>Perform service turn-ons, turn-offs, and other customer-facing operational tasks in accordance with company procedures.</li>
<li>Investigate and resolve customer service issues, providing professional communication and timely response.</li>
<li>Ensure compliance with Company Environmental, Health and Safety Policies, procedures and best practices.</li>
</ul>
Knowledge/Skills
<ul>
<li>Advanced knowledge of water distribution systems, including mains, service lines, valves, hydrants, meters, pressure zones, system isolation strategies, and redundancy planning.</li>
<li>Advanced understanding of system hydraulics, including pressure management, flow dynamics, water hammer, and the field impacts of operational changes.</li>
<li>In‑depth knowledge of materials, methods, and best practices for installation, maintenance, and repair of water distribution infrastructure.</li>
<li>Comprehensive knowledge of field safety regulations and best practices, including trenching and excavation standards, traffic control, confined space requirements, equipment safety, and emergency response procedures.</li>
<li>Knowledge of regulatory requirements and industry standards as they relate to water distribution field operations, documentation, and service reliability (without assuming licensed operator authority).</li>
<li>Advanced knowledge of system maps, GIS, as‑built drawings, asset records, and the relationship between field data accuracy and long‑term asset management.</li>
<li>Strong understanding of utility policies, procedures, and customer service standards related to service connections, shutoffs, restorations, and field communications.</li>
<li>Knowledge of emergency response coordination for major incidents such as large main breaks, system outages, roadway impacts, weather‑related events, and infrastructure failures.</li>
<li>Understanding of contractor oversight, inspection expectations, and coordination requirements during capital projects, repairs, and system upgrades.</li>
<li>Ability to independently plan, execute, and oversee complex field operations involving repairs, replacements, system isolations, and service restorations with minimal supervision.</li>
<li>Advanced diagnostic skills to identify root causes of system failures, pressure issues, recurring leaks, and infrastructure performance problems and recommend corrective actions.</li>
<li>Advanced proficiency in the safe operation of hand tools, power tools, pneumatic and hydraulic equipment, boring equipment, and assigned construction equipment and vehicles.</li>
<li>Skill in leading field response during major repairs or emergency conditions, including securing work sites, coordinating crews, and maintaining public and employee safety.</li>
<li>Ability to make sound operational decisions in the field within established authority, including prioritizing work during outages and coordinating restoration activities.</li>
<li>Advanced ability to read, interpret, and apply maps, plans, specifications, and system records to support complex field work and long‑term system integrity.</li>
<li>Strong skill in documenting work activities, incident responses, and system changes and ensuring field data accuracy in GIS, CMMS, and other utility systems.</li>
<li>Excellent communication skills, including the ability to interact professionally with customers, supervisors, engineers, inspectors, contractors, and regulatory representatives.</li>
<li>Ability to mentor, train, and provide technical guidance to less‑experienced technicians, promoting safe work practices and consistent quality standards.</li>
<li>Proficiency in using utility technology platforms, mobile devices, and software to support work planning, documentation, coordination, and performance tracking.</li>
</ul>
Experience/Education
<ul>
<li>High School Diploma or equivalent</li>
<li>Technical school coursework in industrial maintenance, mechanical systems, electrical systems, or a related field preferred</li>
<li>8+ years’ progressive mechanical or industrial maintenance experience servicing, maintaining, and repairing a wide variety of machinery and equipment.</li>
<li>Experience in water and/or wastewater</li>
</ul>
Travel Requirements
<ul>
<li>Local travel to various worksites</li>
</ul>
Work Schedule/Environment
<ul>
<li>Monday - Friday, day shift</li>
<li>Overtime, rotating shifts, weekends, holidays, and/or on-call assignments required depending on operational needs.</li>
<li>Work performed in both indoor and outdoor environments, including exposure to chemicals, odors, noise, and varying weather conditions. Potential exposure to dust, pollen, chemicals, and sewage. The ability to wear appropriate personal protective equipment is required.</li>
<li>May be required to work in buildings, in pits, manholes, on scaffoldings or in confined spaces.</li>
<li>May be exposed to possible operations hazards including fumes and caustic chemicals, heavy machinery, high pressure, slippery surfaces, water/wastewater hazards and electrical equipment.</li>
<li>Must be able to perform essential functions and meet the physical requirements of the position including ability to stand, climb stairs, and/ or walk and/or sit for long periods of time. Ability to safely lift, carry, push, pull, and move tools, equipment, and materials up to 80 lbs. as required. Involves crouching, stooping, and kneeling for extended or repeated periods. Must be able to safely drive a company vehicle for extended or intermittent periods in varying conditions. Frequently enters and exits vehicles.</li>
</ul>
Licenses
<ul>
<li>License requirements vary by state. Candidate must obtain license within designated timeframe.</li>
<li>Valid Driver’s License</li>
</ul>
Competencies
Plans &amp; Aligns
Decision Making
Communicates Effectively
Builds Networks
Action Oriented

Lead Technician, Field Operations

Lead Technician, Field Operations

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