Energy Delivery Outage Coordinator - BAKERSFIELD, United States - PG&E Corporation

Description

Requisition ID #

Job Category: Maintenance / Construction / Operations

Job Level: Individual Contributor

Business Unit: Operations - Other

Work Type: Hybrid

Job Location: Bakersfield

Department Overview

Electric Distribution Operations / Control Center – Electric Distribution Operators direct delivery of electricity from substations to the customer at voltages up to 230,000 volts (Substation source) but primarily consisting of 4,000 to 21,000 volt electric distribution systems. The responsibilities of an Electric Distribution System Operator require the use of initiative, sound judgment, forward thinking, patience, and good communication skills in highly stressful environments.

Position Summary

This position is represented by Engineers and Scientists of California (ESC) and is subject to collective bargaining.

Primary point of contact to assist customers with understanding the impact of a planned distribution electrical outage. Acts as a liaison between company and customers. Assigned DOC acts as customer advocate and is involved in scheduling planned shutdown dates and customer conflict resolution. Exercises independent judgment to ensure compliance with Utility Standard S-1418 (Notice to Customers, Planned Electric Service Interruption) and associated processes, and administers Quality Assurance Program QAS9 as mandated by the CPUC. This position works with internal stakeholders (e.g., Control Center Operators, W&R Coordinators, M&C, Mapping, Media Relations, Governmental Affairs, Service Planning, Claims and Services & Sales personnel.) This position includes office work and appropriate site visits.

This position is hybrid, working from your remote office and your assigned work location based on business need. The assigned work location will be within the PG&E Service Territory.

PG&E is providing the salary range that the company in good faith believes it might pay for this position at the time of the job posting. This compensation range is specific to the locality of the job. The actual salary paid to an individual will be based on multiple factors, including, but not limited to, specific skills, education, licenses or certifications, experience, market value, geographic location, collective bargaining agreements, and internal equity.

The annual salary range is:

CA minimum, $93,660

CA maximum, $120,984

Job Responsibilities

Safety

• Safety is demonstrated and considered in completing all job assignments, as dictated in USP 22 and associated guidelines.
• Communicates potential safety issues to customers associated with planned outages.

Customer Contact

• Responsible for all aspects of planned electrical distribution outage communication with customers in accordance with S-1418. Assists customers with understanding the reasons for planned outages and provides timely responses to customer inquiries.
• Partners with Business Energy Solutions CRM for communication with sensitive business customers, and involves Media Relations as needed on planned distribution outages with potential public interest.
• Working with internal PG&E clients, is involved in negotiation of planned shutdown dates, balancing customer needs with M&C's overall operational plan.
• Gains trust of outside parties to achieve a positive experience relating to planned outage.
• Makes decisions and applies judgment based on guidelines, understanding that final authority for scheduling is at Superintendent level or above.
• Exercises special care with key customer groups (e.g., commercial, industrial, schools, health and assisted living facilities).
• Facilitates resolution of customer concerns.
• Participates in dispute resolution on claims investigations and escalated legal matters.

Planning

• Participates in planning outage impact discussions on larger projects to address potential customer satisfaction risks.
• Reviews customer list and assists in determining accuracy of affected customers within planned outage area.
• May also support review of clearance points.
• Notifies mapping for corrections if errors are identified.
• Provides appropriate safety and other customer information to construction personnel.

Compliance Management

• Promotes adherence to S-1418 by the energy delivery organization.
• Administers Quality Assurance Service Guarantee 9 (QAS9) of the Quality Assurance program as mandated by the CPUC and approves all QAS9 program payouts based on QAS9 requirements.
• Adheres to record retention requirements as outlined in S-1418.

Reporting and Analysis

Review planned outage performance metrics. Analyzes data and reports performance to local matrix organizations. Provide local management with guidance to improve results.

Process Improvement

• Develops and implements training to M&C personnel on tools associated with outage communication (ex: Application Planned Outage Planner). Develops and conducts training on S-1418 and associated outage-related metrics.
• Participates in local cross-collaboration teams to improve processes and improve overall results in the areas of outage planning and communication.
• Develops and conducts training on new tools, procedures and processes designed to improve planned outage performance. Takes ownership in customer advocate role in support of all planned electric distribution outage customer communications. Continually seeks out new and better ways of
• improving planned outage communication process.
• Maintains data integrity within specialized applications (e.g., Planned Outage Planner-POP) to provide accurate and timely information to Contact Centers.
• Work with other area Outage Coordinators to ensure consistency of process and share best practices.

Emergency Response

May assist in outage restoration and/or communication during Operations Emergency Center (OEC) activations. During normal business hours, the OEC support role is in an Alternate capacity.

Qualifications

Minimum:

• A bachelor's degree from an accredited college or its equivalent in appropriate education plus experience. Such experience may include 3 or more years in PG&E Technical Services, Maintenance & Construction, Customer Service, or other relevant work. Must have strong customer contact, communication and analytical skills and the ability to lead/influence others.

Desired:

• Must have strong customer contact, communication and analytical skills and the ability to lead/influence others
• Ability to demonstrate and/or exhibit focus on safety, strong verbal and written communication skills, analytical, organizational, facilitation, conflict resolution, coordinating and problem-solving skills.
• Ability to work with limited supervision to meet project commitments.
• Demonstrate informed judgment when making decisions and recommendations.
• Proven ability to work effectively in cross-functional teams.
• Committed to providing superior customer service and commitment to excellence.
• Basic understanding of related elements of PG&E's electrical system.
• Understanding of Advice Letter 1737-E (Rule 14), UO Standard S-1418 and CPUC mandated Quality Assurance Program Item QAS9.
• Computer skills and application knowledge (CC&B, WEBVIEWER, ILIS, OMT/OIS, BPM-PSL, ECCO Clearance Application)