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This position is responsible for handling further work order execution in Maximo and ss9 , handling CRTs, reviewing BPEMS, researching SAP orders prior to dispatch,  monitoring our street lighting repair team email box for escalated customer complaints as well as supporting the street lighting repair technicians in the field.

This position is accountable for providing accurate and timely work results which support safety and cost management while providing exceptional customer service. This position is also responsible for onboarding/offboarding of our field technicians.

This position analyses and takes appropriate action on pending and future dated street light work request for dispatch to field resources. In addition, this position is responsible for providing technical, analytical and work management support for Delivery Operations.  The incumbent, working within the parameters of established processes and standards, uses independent judgment and initiative to complete assigned tasks.

This position is accountable for providing accurate and timely work results which support safety, reliability, storm restoration, and cost management while providing exceptional customer service.     

Responsibilities and Duties:

Maintains excellent customer service to operations, management, and customers:

Efficiently uses available tools or systems to effectively communicate reliability details to external customersAchieves acceptable level of availability during normal work schedule and emergency storm restoration after hours and weekendsTakes ownership of customer issues and problems until resolved Facilitates communication between internal and external customersReports job status details to appropriate personnel as neededMonitors various reports to ensure process adherence to achieve customer-related goalsProvides feedback to supervision for coaching opportunitiesMaintains knowledge of Engineering and Construction standards, compatible units, construction prints, etc. used in Delivery OperationsAudits work performed to ensure customer is billed accurately and timelyEnsures work is scheduled to meet an established timelineProvides research, root cause analysis, and resolves customer issues

Cost Management:

Verifies and applies correct general ledger accounting in all work related applications and functions.Adheres to monthly accrual timelines and system entry cutoff dates. Ensures that all invoices on hand are recorded and sent to the appropriate department that processes the accrual.Reconciles work order materials, labor, and equipment to represent actual field construction Resolves all errors and prepares construction work orders for close-out in work management system, properly reporting units of property to Asset AccountingAudits, reconciles, and processes contractor invoices ensuring documentation agrees with pay items,  contracts are correct, and time and equipment charges agree with contractor timesheetsEnsures timesheets are accurately completed and recorded in time management system in accordance with payroll guidelinesCreates appropriate work order to complete follow-up work utilizing the most cost effective resource and skillsetObtains approvals, calculates costs and generates invoices for governmental lighting, Department of Transportation highway relocation, property damage claims, and miscellaneous costs

Reliability:

Prepares for and provides emergency restoration support including allocating event assignments to damage assessors and clearing events in outage management toolsUpdates storm resource tracking and outage management tools during storm restorationSupports the execution of specific Delivery Operations reliability programs or processes using appropriate work management applications

EE Engagement/Safety:

Supports Human Performance safety culture through active participation in safety meetingsFollows ergonomics and office safety guidelinesSupports corporate initiativesDemonstrates a commitment to continuous learning and development

Job Specific Requirements:

Possesses a working knowledge of Microsoft Office SoftwarePossesses a general knowledge of applications used in Customer DeliveryDemonstrates good judgment in decision making Exhibits effective written and verbal communication skillsCollaborates effectively in a team environmentWorks independently in resolving problemsExhibits flexibility and dependability during normal work schedule and after hours emergency storm restorationPrioritizes work effectivelySupports changing work environments, processes, and policies

Basic/Required Qualifications:

High School diploma or 1-3 years of Customer Delivery Experience in lieu of a degreeValid Driver's License

Desired Qualifications:

Possesses a working knowledge of Microsoft Office SoftwarePossesses a general knowledge of applications used in Delivery OperationsDemonstrates good judgment in decision makingExhibits effective written and verbal communication skillsCollaborates effectively in a team environmentWorks independently in resolving problemsExhibits flexibility and dependability during normal work schedule and after hours emergency storm restorationPrioritizes work effectivelySupports changing work environments, processes, and policiesProficient in  system applications used in Delivery OperationsPrevious customer service experience

Working Conditions

Hybrid - This person will work in the Clearwater Ops building

Additional Preferred Qualifications

Demonstrates excellent customer skills

Exhibits flexibility and dependability during normal work schedule and emergency storm restoration

Collaborates effectively in a team environment

Demonstrates knowledge of Microsoft Office software

Possesses effective written and verbal communication and interpersonal skills

One to three years of providing customer service support

Effectively manages stressful situations

Travel Requirements

5-15%

Relocation Assistance Provided (as applicable)No

Represented/Union PositionNo

Visa Sponsored PositionNo

Posting Expiration Date

Wednesday, February 26, 2025

All job postings expire at 12:01 AM on the posting expiration date.

Please note that in order to be considered for this position, you must possess all of the basic/required qualifications.

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