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

LU Service Corp.

Fall River, MA, US, 02724

Our purpose is sustaining energy and water for life, and it is demonstrated in everything we do as a business, and as an employee team.

At Liberty, we hire passionate people who care about doing the right thing for our customers. We are entrepreneurial, creative, and outcome-focused. Here, your natural talent and achievements will flourish in an inclusive environment of teamwork, trust and continuous learning. We are always pursuing excellence to exceed our ambitions goals, rewarding both the goal outcome and how we achieve it.

Purpose

This role is responsible for managing customer field service activities such as meter reading, move ins/outs, disconnects, meter installs & maintenance, and emergency response. The incumbent will also manage day-time dispatch including prioritization, scheduling, dispatch communications, emergency response, and completion tracking. Scope also includes managing and operating the meter shop for local operations. This role will prioritize adherence to compliance, standards, codes and regulations, as well as current industry practices designed to ensure the safety of Liberty workers, customers and the general public.

Accountabilities

Management

Manage multiple utility maintenance programs to ensure operational reliability.
Oversee and manage Liberty staff in there roles as emergency first responders and customer field service.
Provide team leadership, employee coaching and development
Implement continuous improvement of departmental processes
Manage team budget
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.)
Work with Resource Planning to set workload planning priorities for team

Customer Field Service

Oversee customer field service including meter reading, move ins/outs, disconnects, meter installs & maintenance, and emergency response
Provide oversight of direct reports in regards to customer appliance repair and installations (e.g., HVACs)
Ensure that gas installations meet applicable codes prior to turn on
Manage and operate the meter shop for the local operations
Oversee measurement and regulation of meter sets
Manage team to ensure they stay up to date on notifications from Click tool on iPad alerting them to schedule changes throughout the day
Ensure that team completes all work tracking in real time for all events/actions on the iPad
Work with team to complete/populate checklists and ensure proper documentation is recorded on iPad (i.e., leak form, gas smell form etc.)
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
Oversee redlining of any changes to assets using GIS tool on the iPads to capture accurate and complete view of asset location and components
Create positive customer experiences; achieve and maintain customer satisfaction at the highest level

Scheduling and Tracking Service Personnel

Oversee day-time dispatch including prioritization, scheduling, dispatch communications, emergency response, and completion tracking;
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.
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 Dispatch is notified when a job can't be completed so it can be ""unscheduled""
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
If needed, provide support to Dispatch regarding the refinement of system-generated scheduling/re-scheduling (schedule is autogenerated)
Ensure staff is properly booking appointments in CLICK using automated schedule generation and drag-and-drop functionality
Support team in their work to monitor, update and maintain the schedule; use strong knowledge of local operations to provide guidance and insight
Monitor and support Dispatchers and Operations to achieve KPIs (e.g., customer, maintenance, productivity)
Ensure completion of work order in scheduled order, and raise any ongoing issues to operations management

Safety

Ensure the safety of field workers, especially those that work alone, is being regularly monitored.
Ensure safe, reliable and compliant operations
Lead a team safety culture, where all team members complete their duties while keeping Safety top of mind.

Education and Experience

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

Algonquin Power & Utilities Corp. is a growing renewable energy and utility company with over $15 billion of assets across North America and internationally.

For more than 30 years, Algonquin has demonstrated an unwavering commitment to delivering clean energy and water solutions. Our rapid growth has led both our regulated utility services and renewable energy business groups into different geographies and commodities, but our purpose remains unchanged – Sustaining Energy and Water for Life.

Through our operating business (Liberty), we provide regulated electricity, water, and natural gas utility services to over 1 million customer connections, primarily in North America. And, our growing portfolio of clean, renewable wind, solar, hydro and thermal power generation facilities represent over 3 GW of renewable generation capacity in operation and under construction.

With our robust, diversified, and growing presence in communities across North America and internationally, we are continually demonstrating our “Think Global, Act Local” business model.

What we offer

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

We are focused on building a diverse and inclusive workforce. If you are excited about this role and are not certain you meet the all the qualification requirements, we encourage you to apply to further investigate the opportunity.

We are an equal opportunity employer and value each person’s unique background, diversity, experiences, perspectives and talents. Full participation of all employees in a safe, healthy and respectful environment is key to individual and company success. We are committed to fully utilizing the abilities of all of our employees and expect each of our employees to honor this commitment in their daily responsibilities.