Senior Field Service Coordinator - Residential Solutions

Job Summary

This position is responsible for overseeing the recruitment, developing, training and managing a network of licensed contractors and their technicians (HVAC/Electrical/Plumbing/Appliance) that provide service in a geographical area for all Retail Programs program offerings. Support growth initiatives by leading efforts to aquire necessary licenses, obligor and insurance requirements to ensure National, Regional and State compliance. Identify & recruit national service providers to deliver product offerings across all Duke Energy service territories.

This position also provides training and support to those providers to complete the installation and service ensuring the customer experience while controlling cost and contributing to each program’s profitability.

• Responsibilities include but are not limited to inventory control, ensure contractual compliance, on-site inspections, escalation management, and field evaluation of technical task and resolution of customer claims regarding residential offerings.
• Operations – Oversee quality and customer experience of daily service work of service technicians providing fulfillment of programs to ensure code compliance, financial O&M targets, customer experience and delivery KPIs are met. Oversee and lead escalation process with customer, vendor operation managers, code enforcement officials and manufacturer’s representatives ensuring resolution meets financial and service level agreements. Assist with issue resolution and customer escalations associated with the Customer Experience app and contractor network.
• Vendor Management – Recruit, hire, negotiate price increases, ensure contractor invoice compliance and train a network of electrical, HVAC, plumbing and appliance service providers that deliver products and services to DE customers within an assigned territory. Establish and maintain Service Level Agreements with contractor network regarding services offered through the Customer Experience App.
• Growth Initiatives – Support Retail Program’s leadership as expert in identifying risks, barriers and opportunities to launch new residential and/or commercial product offerings and implement the expansion of existing program offerings. Lead efforts to aquire necessary licenses, obligor and insurance requirements to ensure National, Regional and State compliance. Identify & recruit national service providers to deliver product offerings across all Duke Energy service territories.
  
  Establish new service offerings from the contractor network that can be leveraged in the Customer Experience App (ex: set pricing for maintenance services, subscription services, bundled services, ad-hoc services, etc.).
• Supply Chain Management – Responsible for vendor inventory levels to meet installation KPIs and service levels. Ensure product quality and financial accountability for all company-owned products and equipment.
• Contracts & Vendor Agreements – Negotiate and/or administer contracts with trade allies regarding fee structure, delivery schedule, and service level and program compliance. Monitor and inspect to ensure vendor performance and compliance with terms of agreements. Ensure vendor licensing and insurance requirements are in-line with terms and conditions of agreements, including State, County

Bachelors Degree in Engineering, Business Administration, Construction Management or related degree and four (4) years related work experience OR High School/GED degree and eight (8) years related work experience

Bachelor's Degree and six (6) years of related work experience Licensed Electrician Licensed Electrical Contractor Residential Electrical Inspector Accredited Certification HVAC or PLUMBING Certification HVAC Accredited Certification Journeyman Certificaton Certified Building Contractor

Residential electrical, mechanical or construction work experience under a State Licensed/Registered Contractor or Energy Company Possess one of the following qualifications
- Currently hold all necessary pre-exam qualifications for either North Carolina, South Carolina or Florida…