Manager, Customer Field Service and Daytime Dispatch (Gas Utility)

Description

• Implement continuous improvement of departmental processes
• Ensure safe, reliable and compliant operations
• Work with team to complete/populate checklists and ensure proper documentation is recorded on iPad (i.e., leak form, gas smell form etc.)
• Oversee redlining of any changes to assets using GIS tool on the iPads to capture accurate and complete view of asset location and components
• Work with team to create new work orders if follow up work is required, as necessary create work order for any new materials including meters
• Manage team to ensure they stay up to date on notifications from Click tool on iPad alerting them to schedule changes throughout the day
• Create positive customer experiences; achieve and maintain customer satisfaction at the highest level
• Manage and operate the meter shop for the local operations
• Work with Resource Planning to set workload planning priorities for team
• Monitor and support Dispatchers and Operations to achieve KPIs (e.g., customer, maintenance, productivity)
• Oversee and manage Liberty staff in there roles as emergency first responders and customer field service.
• Oversee measurement and regulation of meter sets
• Provide oversight of direct reports in regards to customer appliance repair and installations (e.g., HVACs)
• Ensure staff is properly booking appointments in CLICK using automated schedule generation and drag-and-drop functionality
• Ensure that gas installations meet applicable codes prior to turn on
• If needed, provide support to Dispatch regarding the refinement of system-generated scheduling/re-scheduling (schedule is autogenerated)
• Oversee day-time dispatch including prioritization, scheduling, dispatch communications, emergency response, and completion tracking;
• Faciliate effective collaboration within and between teams to effectively meet customer and business needs (including coordinating work with Resource Planning, Customer Service, Billing & Collections, etc.)
• Lead a team safety culture, where all team members complete their duties while keeping Safety top of mind.
• Lead the continuous improvement and adoption of dispatching technology and automation; ensuring the Dispatch teams are equipped with the skills, training, and resources to optimize day-time dispatch
• Manage multiple utility maintenance programs to ensure operational reliability.
• Manage team budget
• Lead the continuous improvement and adoption of dispatching technology and automation; ensuring the Dispatch teams are equipped with the skills, training, and resources to optimize day-time dispatch. Partner with management of the off-hours dispatch service to ensure thorough and timely hand-off of ongoing work to support best safety, customer, and operational outcomes. Oversee creation and maintenance of records associated with dispatching.
• Ensure completion of work order in scheduled order, and raise any ongoing issues to operations management
• Ensure Dispatch is notified when a job can't be completed so it can be ""unscheduled""
• Accountable for emergency calls, ensuring that appropriate information from the caller is captured, and the information is delivered to responding personnel accurately and in a timely manner. High-level understanding of the requirements code and O&M requirements associated with emergency response.
• Ensure that team completes all work tracking in real time for all events/actions on the iPad
• Ensure the safety of field workers, especially those that work alone, is being regularly monitored.
• Support team in their work to monitor, update and maintain the schedule; use strong knowledge of local operations to provide guidance and insight
• Oversee customer field service including meter reading, move ins/outs, disconnects, meter installs & maintenance, and emergency response
• Provide team leadership, employee coaching and development

Requirements

• Ability to read and interpret blueprints and technical documents.
• Strong mechanical aptitude and experience with relevant tools.
• Knowledge of mechanical, electrical, and electronic systems.
• Proficiency in using test equipment and calibration tools.
• Strong problem-solving skills and attention to detail.
• 10+ years of related industry experience
• Physical ability to perform tasks like lifting, balancing, and working in various environmental conditions.

Benefits

• Collaborative environment with a genuine flexible working policy
• Full insurance benefits (health/dental/vision/life)
• Employee Assistance Program
• Share purchase/match plan
• Defined Contribution savings plan
• Company funded Pension program
• Volunteer paid days off
• 401k with Company match
• Achievement fund

Training + Development

Interview process

Visa Sponsorship

Security clearance