Brooksource
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POSITION DESCRIPTION
POSITION CONCEPT
The Customer Engineering Representative (CER) is the central point of contact for any new service or upgrade for residential and commercial construction projects. Coordinates activities related to developing, determining, and satisfying the customers’ electrical needs and concerns with New Construction Project Managers, (Energy Delivery) Distribution Design Technicians Service Areas ASC’s, Lighting, Governmental Agencies, Line Supervisors, Line Clearance, Arborists, Contractors, and customers to ensure each customer’s request is completed. Responsibilities include collecting, analyzing, and documenting customer construction drawings, creating Work Requests (WR) to fulfill engineering job requirements while also providing continuous feedback between TEC and customers as the project requirements dictate.
PRIMARY DUTIES AND RESPONSIBILITIES
1. Receives requests through inbound and outbound customer telephone calls, emails, online (AutoGen) and faxes. Initiates service orders based on the type of customer request using specific procedural & SESR guidelines, reinforced by online field research utilizing GT Web, GIS, and Google Earth.
2. Collects specific technical data, including civil, electrical, and architectural drawings for all new services or upgrades of service and interprets the technical information that verifies locations of TEC’s existing and proposed equipment and any third parties’ infrastructure; water sewer, storm, gas, telephone, and cable lines., which includes adequately identified on the construction prints for assignment of work to either a Project Manager or to the appropriate service area based on specific criteria and electrical SESR guidelines. (10%)
3. Utilizes SAP Customer Relationship Management (CRM), WorkPro, PCAD, New Construction Database, GTWeb, and Geographic Information System (GIS) to obtain any existing information on current projects/site locations. (100%)
4. Responsible for creating a Business Partner (BP) which consists of searching for customer information within CRM and creating the customer contact information if not already available. (5%)
5. Assesses project status using WorkPro and SAP Customer Relationship Management (CRM) to effectively communicate with customers, Project Managers, (Energy Delivery) Distribution Design Technicians, Service Areas, Lighting, Tree Trimming, Line Clearance, Contractors, and customers to ensure required information is collected and distributed. Maintains a thorough knowledge of the project details and requirements for all their assigned project(s). (5%)
6. Manages, updates, and collaborates with New Construction Project Management, (Energy Delivery) Distribution Design Technicians, Service Areas, Lighting, Tree Trimming, Line Clearance, and Contractors on Work Requests to ensure job progresses through the process and research/correct discrepancies to ensure timely installation of meters and services. (5%)
7. Assists customers with questions/information reporting and interpreting the guidelines contained within the Standard Electrical Service Requirements (SESR) handbook. (5%)
8. Processes projects of moderate complexity and provides supporting data with direction from Supervisor or Project Manager. This includes obtaining technical project information from customers by formulating and articulating in-depth clarifying questions. (5%)
9. Identifies gaps within the workflow process and mitigates delays by creating service notifications in CRM to initiate the generation of PragmaCad (PCad) tickets for distribution and meter work where the initial process flow was interrupted. (5%)
10. Manage mass move-in process with scripting application to ensure daily service levels are met for customer move in data. (15%)
11. Performs post work request audit functions relating to exceptions within the workflow process. (5%)
Education
Required: High School Diploma or equivalent
Preferred: Associates Degree
Direct Experience
Required: Minimum 3 years’ direct work experience in a Customer Service environment or in an Engineering Construction environment.
Preferred: Direct work experience in the electric utility industry
Knowledge/Skills/Abilities
Required:
– Working knowledge of SAP Customer Relationship Management (CRM).
– Basic Knowledge of Microsoft Office Suites.
– Ability to refer to documentation or manuals/guidelines to resolve issues.
– Strong organizational and time management skills.
– Excellent written and oral communication skills.
– Ability to perform moderately complex assignments independently to support the New Construction Department.
– Ability to effectively interact with external TEC contacts (consultants, engineers, architects, government officials, developers, etc.)
– Understand the importance of assimilating the needs of the customer and the Company and incorporates those needs into processes.
– Demonstrated, sustained above expected performance with the ability and potential for assuming greater responsibility.
– Ability to be able to resolve a variety of somewhat non-routine issues/topics with some independence.
– Ability to be able to meet deadlines, possess initiative, adapt to a fast-paced work environment, and handle many tasks at once under minimal supervision.
– Ability to reference documentation or manuals/guidelines to resolve issues and have a basic foundational knowledge of processes to provide general assistance.
– Demonstrated strong analytical, planning, and organizational skills and the ability to work independently.
– Proficient understanding of how to relate rate types to customer work request and billing coordinate with all systems.
– Ability to read and analyze professional architectural and engineered drawings along with electric utility primary circuit maps, to include knowledge of CAD.
Preferred:
– Knowledge of TEC Customer Service policies and procedures.
– Working knowledge of WorkPro.
– Knowledge of Maxviewer & Avaya.
– Knowledge of GIS (Geographic Information System), and Google Earth.
– Knowledge of PCAD.
– Knowledge of Standard Electrical Service Requirement (SESR) handbook.
– Knowledge of FTP Site and Access/View Service Alerts.
– Working knowledge of blueprints and schematics and the ability to read electrical prints, riser diagrams, panel schedules, civil and site drawings.
– Ability to analyze technical data with knowledge of construction types (new/existing/renovations), amperage, voltage (single and three phase), and loads associated with retail, office, warehouse, residential, pumps, temporary service, etc.
WORKING CONDITIONS
Occasional overtime may be required.
Brooksource provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, national origin, age, sex, citizenship, disability, genetic information, gender, sexual orientation, gender identity, marital status, amnesty or status as a covered veteran in accordance with applicable federal, state, and local laws.
JO-2304-134837