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Supv, Technical Services Rep
2 months ago
Overall Purpose
:The Supervisor, Technical Services Representatives (TSRs) provides direction and oversight to the Technical Service Representative group who interface with internal and external customers, electricians, and contractors for new business requests. This position should possess a strong understanding of the new technology platforms such as Maximo and the Oracle applications that are used to streamline workflow from new customer requests through connection and account set up. Responsible for developing and updating documentation of processes, procedures, and training materials required for the TSRs to ensure timely service activation and billing setup. Liaise with other lines of business to provide updates as requested as well as monthly statistics to monitor productivity and efficiency of the group.
Location: Hybrid, downtown Pittsburgh, Pennsylvania
Will occasionally travel to other service centers in the Duquesne Light Company Service TerritoryResponsibilities:
Manages the day-to-day activities of the Technical Service Reps and monitors completed work for accuracy and timeliness. Provides guidance on processes and procedures related to the new business workflow. Sets clear expectations regarding adherence to safety, work performance, and productivity. Consults with new applicants, ratepayers, contractors, electricians, and other external groups as necessary to ensure the correct facilities are installed at the right location on a timely basis. Accurately documents updated information from contractors, electricians, etc. as the work progresses. Liaise with internal groups such as Engineering, Operations, Scheduling, Call Center and Billing to address inquiries, emergency situations, work order prerequisites completed, billing setup, etc. to ensure timely completion and customer satisfaction. Develops training materials and administers employee work schedules. Monitors and reports on call volumes, field activity follow up, and work backlog. Performs call monitoring to ensure calls are appropriately handled from a quality perspective. Visits service center locations to spend time with employees and ensure collaboration and teamwork between the groups. Supports Safety and Restoration of Service activities as required.Education/Experience:
Bachelor’s degree in business administration, communications, or other relevant discipline. In lieu of a bachelor’s degree, an equivalent combination of education and experience may be considered. Five or more(5+) years of relevant experience required. Valid driver’s license required. Experience in an operations or production environment preferred. Experience and/or supplemental courses in electricity, electrical engineering and metering preferred. Experience leading in a bargaining unit environment, specifically skilled trade employees strongly preferred. Proven track record of success in managing and motivating teamsSkills:
Knowledge of electric transmission & distribution construction and maintenance preferred. Knowledge of meter installation and maintenance procedures preferred. Knowledge of Pennsylvania Public Utility Commission regulations preferred. Highly proficient in Microsoft Office Suite Ability to manage multiple tasks in a fast-paced environment while meeting deadlines and adjusting to changing priorities/unexpected situations. Excellent communication and interpersonal skills. Excellent problem-solving and decision-making skills. Excellent customer service skills, relationship managementMust possess a positive attitude and strong values that fit with the Company’s core values:
Energized to shape the future; Bold in thinking and exploration of new possibilities; Collaborative in approaching all challenges; Responsible in commitment to safety, management of assets and finances and interaction with colleagues, business clients and other stakeholders; Selfless in serving the community, both on the job and through volunteerism.Physical Requirements:
Ability to perform duties and activities associated with office and field work. Automobile travel to office and offsite meetingsScope:
Primary focus is on day-to-day management of operational execution for areas managed. Trains and develops staff. Plans the workflow. Directs available resources to accomplish process improvement. Leads workflow changes and implementations for direct team.
Decision Impact:
Problems and issues are undefined require detailed info gathering, analysis, and investigation to understand/resolve. Makes decisions that address workflow issues considering immediate impact on own function or work unit.
Hybrid Work
Position follows our hybrid work model, with a minimum of two days working in the office and the remaining days working remotely. Reporting location and frequency may be subject to change based on job role and department needs.
Storm Roles
All Non-Union Employees will serve in storm roles as appropriate to their role and skillset. Please be sure to discuss storm roles with the hiring manager for this position, as duties can vary across the Company. Examples of storm roles could include but aren't limited to duties such as: working with operations for service center support or with the communications, customer service or government affairs teams to respond to public and customer requests for information, etc.
Data Governance
Utilize data to make business decisions as appropriate for the position, support data stewardship activities and partner with IT on underlying data needs.
Disclaimer:
The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.
