Manager, Customer Field Service and Daytime Dispatch; Gas Utility Liberty : Massachuse

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.

• 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

• 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

• 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