Technician III, Customer Field Service

Purpose

The incumbent will be a member of the customer field service staff, performing customer field service activities including meter reading, move ins/outs, disconnects, meter installs & maintenance, and emergency response. Performs work in accordance with Company, regulatory and safety procedures. This position is responsible for completing work orders in sequence based on provided schedule; work will be completed and tracked via checklists and proper documentation recorded on iPads (i.e., leak form, gas smell form, etc.). The incumbent will create new work orders as needed to complete follow ups, and conduct redlining of any changes to assets. May serve in a Lead role/Training of junior personnel The incumbent may be required to perform service and maintenance activities on all makes and models of residential and light commercial appliances, and may occasionally be required to install replacement gas appliances (e.g., HVAC) (this is NY/NB only).

Accountabilities

Customer Field Service:

• Monitor notifications from Click tool on iPad to stay up to date on schedule changes throughout the day
• Complete work orders in sequence based on schedule provided to meet appointment blocks, optimize driving routes, and minimize the need for rescheduling to the following day
• Notify dispatch when a job can't be completed so it can be ""unscheduled""
• Complete all work tracking in real time for all events/actions on the iPad and create new work order if follow up work is required
• Complete/populate checklists and ensure proper documentation is recorded on iPad (i.e., leak form, gas smell form etc.)
• Manage assignment of materials and resources to appropriate financial codes (WBS codes in SAP)
• Create new work orders if follow up work is required, as necessary create work order for any new materials including meters
• Conduct redlining of any changes to assets using GIS tool on the iPads to capture accurate and complete view of asset location and components

Emergency Response:

• Act as first responder for emergency calls on behalf of Liberty, following training and standards to ensure safety of themselves, our customer, staff, and community
• Mandatory participation in an after-hours on-call rotation
• Manage emergency call site until back-up arrives

Meter Work:

• Perform meter reading, move ins/outs, disconnects, meter installs & maintenance
• Manage and operate the meter shop (business dependent)
• Investigate meter/billing complaints

Appliance Inspections (if applicable):

• Perform appliance inspections in the field to ensure compliance
• Interact with Public Safety officers
• Interact with Contractors and customers

Appliance Service and Maintenance (if applicable):

• Perform annual maintenance program on residential appliances
• Perform service calls and trouble shoot residential appliances
• Provide coaching to business allies on all aspects of appliance installation and service

Misc.:

• Where applicable, assist with Locate activites and Leak Survey (business dependent)

Education and Experience

High School Diploma

5 to 10 years of experience

G1 or G2 license (both would be an asset)