Job Summary

This occupation is responsible ensuring superior quality service in the delivery of electricity and natural gas to We Energies’ commercial and industrial customers. This is accomplished by having a thorough understanding of the work performed on the electric and/or gas distribution system, coordinating the efforts of the groups performing the work with the Customer and System Operator. The Service Manager appropriately elevates the needs of the Customer within the organization through a coordinated account team approach.

The Service Manager position is part of the (Service Manager and Sr Service Manager) job family and experience will be the determining factor.

Job Responsibilities

• Act as an advocate of customer issues within the company to balance customer and company needs.
• Promotes teamwork within the work group and between other groups.
• Prioritizes and reviews Hold Off Clearance requests.
• Coordinates work activities with Customers and other Company work groups.
• Coordinates multiple projects to meet objectives and deadlines.
• Resolves commercial and residential customer concerns related to service delivery, system reliability, Company response and planned outages.
• Develops emergency restoration and communication plans for Customers
• Promote and communicate key Corporate initiatives to large Customers
• Act as a project manager within the company to provide gas and electric new service, service alternation and relocation projects.
• Act as the Job Owner to manage electric maintenance work so it is complete by the due date.
• Review requests for switching submitted by Customers, Company and contractor work groups to assure completeness and accuracy by referencing engineering orders, area maps, one-line diagrams, Company and Customer substation files.
• Prioritize work to support Customer and Company activities requiring Customer outages.
• Work without direct supervision.
• Advise Company personnel of additional work if required.
• Schedule and coordinate resources.
• Performs rate comparison studies for customers.
• Advises customers on the application of gas and electric end–use technologies and energy conservation strategies.
• Manages electric reliability improvement projects and proactively identifies areas needing improvement.
• Responds to inquiries from, Customers, Crews, Operating Supervisors, Engineering contractors and ATC.
• Works with System Planning and Engineering on future projects.
• Proficient with systems used to track customer work and communications.
• Support Field Operations, System Operations and Engineering personnel with planned outage scheduling information.
• Provide planned outage scheduling information to Customers.
• Notify key personnel of planned outage schedule changes and resource issues.
• Represent Field Operations and System Operations in meetings with internal/external customers.
• Perform various duties as assigned (i.e., develop/improve and document process for outage scheduling or Customer communications.)
• Participle with and sometimes lead process improvement teams
• This position is part of an on-call rotation for after-hour and storm restoration efforts.

Minimum Qualifications

• Associates degree is required
• Candidates will have strong interpersonal, communication, and leadership skills.
• Strong project management, problem solving and team building skills as well as the ability to successfully implement solutions are required.

Preferred Qualifications

• Experience in providing service to our largest customers is preferred, and candidates who possess a working knowledge of We Energies’ core products and delivery to our customers is also preferred.
• Knowledge of technical drawings (e.g., facility maps, surveys) as well as a working knowledge of computer applications (Navigate, Excel, Word, Outlook and internal customer database programs) is desired