Distributed Energy Resources Connections Technical Support Officer

Description

It acts as an escalation point for complex technical cases requiring immediate intervention, ensures quality assurance across the DER application pipeline, and supports continuous improvement in the small-scale DER team. It also supports the Team Leader through quality assurance activities, contributes to continuous improvement and upskilling across the team, as well as acting for the Team Leader when required. The role contributes to effective customer outcomes, efficient service delivery, and alignment to Western Power’s values, safety requirements, and performance indicators by assisting colleagues, building strong internal stakeholder relationships, and modelling accountability and teamwork.

The small-scale connections team process solar and battery network applications, this position provides specialist technical advice, training and support to the team whilst coordinating the assessment of these applications through established Western Power processes.

This position will assist in enhancing the technical performance of the wider Small-Scale DER Connections Team, while acting as an intermediary between all relevant stakeholders to deliver effective customer outcomes.

• Manage complex applications and enquiries concurrently, including those without defined business processes
• Undertake regular training sessions with each team member on DER technical requirements, encouraging continuous improvement and enhancing battery and solar knowledge
• Build strong collaborative relationships with internal groups such as Customer Funded, Electrical Inspectors, Metering, Standards and Customer Relations Consultants
• Conduct quality assurance checks to support consistent assessments across the team
• Support effective engagement with external stakeholders including electricians, electrical contractors and service providers
• Provide high-quality and responsive technical advice on complex DER connection enquiries to facilitate application processing
• Identify and resolve issues impacting case progression, ensuring timely outcomes
• Act as a second-level escalation point for technical issues raised by customers or internal stakeholders

Requirements

• Advanced interpersonal and teamwork skills with experience liaising across internal and external stakeholders
• Significant experience in a high-volume and complex customer, technical or utility environment
• Ability to interpret and communicate complex technical requirements clearly to varied audiences
• VET/Tertiary studies in a related field (e.g. electrical trade, engineering, energy systems)
• Complete own caseload, including system cluster assessments and associated complex matters
• Working knowledge of electrical standards and policies (e.g. WASIR, AS/NZS standards, WAER
• Demonstrated ability to support others through knowledge sharing, coaching, or mentoring
• WA Certificate of Education / Completion of year 12 with English and Mathematics, with extensive relevant experience in transactional/processing and coordination activities.
• Ability to assess complex technical enquiries and define safe, compliant solutions

Benefits

We value diversity and inclusivity, encouraging applications from all backgrounds, including women, Aboriginal and Torres Strait Islander people, and LGBTQIA+ communities. Find out more about our Reconciliation Action Plan and Disability Access and Inclusion Plan.

• In addition to standard leave, enjoy two wellness leave days each year.
• Access to salary packaging, social club activities, and discounted health insurance and gym membership.
• Flexible work arrangements to support part time work, working hours and working from home arrangements.
• Over 50% of our employment opportunities are driven by career progression.
• An award-winning employee recognition and benefits programme.
• On-site café available for convenient meals and refreshments throughout the day.
• Access to end-of-trip facilities at our Perth office and South Metro Depot, perfect for cyclists.
• The opportunity to purchase up to four weeks of additional leave per year.

Training + Development

Interview process

Visa Sponsorship

Security clearance