Technical Services Supervisor

2 weeks ago

Pittsburgh, Pennsylvania, United States Duquesne Light Company Full time

Overall Purpose:

The Technical Services Supervisor is responsible for leading and managing the team of Technical Service Representatives (TSRs) who engage with both internal and external stakeholders, including customers, electricians, and contractors, to facilitate new business initiatives. This role requires a comprehensive understanding of advanced technology systems such as Maximo and Oracle applications that enhance workflow efficiency from initial customer inquiries to account establishment.

Location:

Hybrid work model, with a focus on collaboration and communication.

Key Responsibilities:

  • Oversee daily operations of the Technical Service Representatives, ensuring accuracy and promptness in their work. Provide clear guidance on processes related to new business workflows, while establishing expectations for safety and productivity.
  • Engage with new clients, ratepayers, contractors, and electricians to ensure timely and accurate installation of services. Maintain thorough documentation of updates and progress.
  • Collaborate with internal departments such as Engineering, Operations, and Billing to address inquiries and ensure customer satisfaction through timely service delivery.
  • Develop training resources and manage employee schedules. Monitor call volumes and field activities, ensuring quality assurance through call evaluations.
  • Conduct site visits to foster teamwork and collaboration among employees.
  • Support safety initiatives and restoration of services as necessary.

Education and Experience:

  • Bachelor's degree in business administration, communications, or a related field, or an equivalent combination of education and experience.
  • A minimum of five years of relevant experience is required.
  • A valid driver's license is mandatory.
  • Experience in an operational or production setting is preferred.
  • Knowledge of electrical engineering, metering, and skilled trades is advantageous.
  • Demonstrated success in team leadership and motivation is essential.

Skills:

  • Familiarity with electric transmission and distribution maintenance is preferred.
  • Proficient in Microsoft Office Suite.
  • Ability to manage multiple priorities in a dynamic environment while adapting to changing circumstances.
  • Strong communication, problem-solving, and customer service skills are crucial.
  • Commitment to the company's core values, including collaboration, responsibility, and community service.

Physical Requirements:

  • Capability to perform both office and fieldwork duties.
  • Travel for meetings and site visits may be required.

Scope of Role:

This position primarily focuses on the operational management of the team, training staff, and optimizing workflow processes. The supervisor will lead initiatives aimed at enhancing efficiency and service quality.

Decision-Making Impact:

The role involves addressing undefined problems that require thorough analysis and investigation. Decisions made will have immediate effects on the workflow and overall function of the team.

Hybrid Work Model:

This position adheres to a hybrid work structure, with a blend of in-office and remote workdays, subject to departmental needs.

Data Governance:

Utilize data effectively to inform business decisions and collaborate with IT on data management needs.

Disclaimer:

This job description is intended to provide a general overview of the role and is not an exhaustive list of all responsibilities and qualifications required.

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