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Customer Service Manager, Natural Gas Division
2 months ago
At National Grid USA, we're committed to delivering 100% fossil-free heat to our customers by 2050. Our team is dedicated to making a meaningful impact on the communities we serve.
Job PurposeThe Customer Gas Connections team is the face of National Grid USA to our prospective Natural Gas customers. As a Senior Account Manager, you'll work closely with customers, civil and mechanical engineers, and internal stakeholders to scope and design distribution systems that serve these customers.
Key Responsibilities- Sales Process Management: Process, monitor, and balance the status of multiple Commercial and Residential scope projects involving customer-driven work associated with natural gas main and service relocations, as well as main retirements in Massachusetts.
- Project Management: Support and assist with monitoring and progressing Gas Connection activities involving relocation of Gas Mains, Service, and Fitting installations.
- Communication and Collaboration: Follow up with phone calls, site visits, emails, and verbal communication to both internal and external stakeholders.
- Project Estimation and Analysis: Advance projects via multiple computer platforms and reporting systems to completion, utilizing project estimating tools and undertaking analysis to provide written reports identifying causes for variation and possible corrective measures.
- Engineering and Operations: Develop engineering and operations procedures as applicable to support the engineering and design of gas facilities in accordance with company and regulatory requirements, including all safety, health, and environmental standards and procedures.
- Customer Issue Resolution: Support in the resolution of customer-related issues concerning Natural Gas Main, Service, and meter relocation requests, while updating customers regarding timeline/scheduling during the process.
- Commercial and Residential Relocations: Support and assist with processing of commercial main and service relocations, residential main relocations, as well as Growth Main extensions, Growth, and Engineering distribution system reinforcements.
- Non-Utility Billing: Create and assist with non-utility billing (NUB) invoicing for Main, Service, and Fitting relocation projects.
- Process Safety: Incorporate process safety procedures into the project workflow as required.
- Project Scope and Cost Estimation: Develop and gain approval of project scope, cost estimate, and schedule.
- Permits and Licenses: Identify the necessary permits, licenses, and land rights associated with the project.
- Stakeholder Management: Provide professional and knowledgeable representation on behalf of the Company with Customers, Municipalities at meetings and as assigned.
- Relationship Development: Develop and maintain relationships with internal stakeholders such as Construction, Fitting, Project Managers, Field Inspectors, Resource Planning, Operations Engineering, PE&D, Capital Delivery, Gas Connections, Legal, ROW specialist, Environmental, City & State Construction team.
- Education: Bachelor's degree preferred and/or equivalent experience.
- Technical Knowledge: Possess an understanding of Natural Gas asset/infrastructure design and construction standards, engineering drawings, and underground construction methods and procedures.
- Project Management Experience: Project Management experience on medium to large-scale capital construction projects is a plus.
- Communication and Collaboration: Demonstrate a high level of personal initiative and ability to interact with a diverse group of company personnel, contractors, regulatory representatives, and town/city officials in a positive collaborative manner.
- Analytical and Organizational Skills: Ability to utilize project estimating tools and undertake analysis using such tools to provide written reports identifying causes for variation and possible corrective measures.
- Technical Skills: Proficiency with PC software applications including the Microsoft Office suite, familiarity with work management applications such as Storms, Maximo, ArcGIS, ArcGIS Pro, SAP GUI, Capital Delivery Gate processing and sanctioning experience is a plus.
- Strategic Thinking: Ability to interact strategically with both external and internal stakeholders.
- Time Management: Must possess advanced analytic, organizational skills, and ability to prioritize work and manage multiple projects within budget and time constraints.
