Supervisor, Technical Services - Customer Services

Overall Purpose:

The Supervisor, Technical Services Representatives (TSRs) provides direction and oversight to the Technical Service Representative group who interface with internal and external customers, electricians, and contractors for new business requests. This position should possess a strong understanding of the new technology platforms such as Maximo and the Oracle applications that are used to streamline workflow from new customer requests through connection and account set up. Responsible for developing and updating documentation of processes, procedures, and training materials required for the TSRs to ensure timely service activation and billing setup. Liaise with other lines of business to provide updates as requested as well as monthly statistics to monitor productivity and efficiency of the group.

Responsibilities:

• Manages the day-to-day activities of the Technical Service Reps and monitors completed work for accuracy and timeliness. Provides guidance on processes and procedures related to the new business work flow. Sets clear expectations regarding adherence to safety, work performance, and productivity.
• Consults with new applicants, ratepayers, contractors, electricians, and other external groups as necessary to ensure the correct facilities are installed at the right location on a timely basis. Accurately documents updated information from contractors, electricians, etc. as the work progresses.
• Liaise with internal groups such as Engineering, Operations, Scheduling, Call Center and Billing to address inquiries, emergency situations, work order prerequisites completed, billing setup, etc. to ensure timely completion and customer satisfaction.
• Develops training materials and administers employee work schedules. Monitors and reports on call volumes, field activity follow up, and work backlog. Performs call monitoring to ensure calls are appropriately handled from a quality perspective.
• Visits service center locations to spend time with employees and ensure collaboration and teamwork between the groups.
• Supports Safety and Restoration of Service activities as required.

Education/Experience:

Required:

Roles at this level require relevant specific experience. Roles at this level typically require a university / college degree. With 5+ years of relevant experience. In an operations or production environment with supplemental courses in electricity, electrical engineering and metering.

Undergraduate degree preferred. Knowledge of electric transmission & distribution construction and maintenance preferred. Knowledge of meter installation and maintenance procedures preferred. Knowledge of Pennsylvania Public Utility Commission regulations preferred. 5+ years of relevant experience preferred.

Skills/Abilities: Demonstrated ability to supervise a distributed work group, excellent customer service skills, relationship management, and excellent verbal and written communications skills.

Physical Requirements:

Ability to perform duties and activities associated with office and field work. Valid PA Class C driver license as travel between service centers is required.

Supervisory:

Typically the front line supervisor to union staff or support track staff. May manage a small group both staff and professional employees in a narrow focus area typically no more than 4 direct reports and typically used as first entry into leadership for employees without prior leadership experience.

Scope:

Primary focus is on day to day management of operational execution for areas managed. Trains and develops staff. Plans the work flow. Directs available resources to accomplish process improvement. Leads work flow changes and implementations for direct team.

Decision Impact:

Problems and issues are undefined require detailed info gathering, analysis, and investigation to understand/resolve. Makes decisions that address work flow issues considering