Dispatch Service / Sr. Dispatch Service

at Teco Energy/Peoples Gas
Location Albuquerque, New Mexico
Date Posted August 4, 2022
Category Mining / Oil / Gas
Job Type Not Specified

Description

Ignite your career with New Mexico Gas Company!

By joining the NMGC family, you can count on a safety-focused work environment, competitive pay and benefits and opportunities for training and personalized development to ignite your career. We embrace diversity and the inclusion of all; our difference, unique perspectives and talents are our strengths and integral to the success of our company.

New Mexico Gas Company is a member of the Emera family of energy companies which also includes Tampa Electric, TECO and Peoples Gas.

Title: Dispatch Service / Sr. Dispatch Service

Company: New Mexico Gas Company

Location: ALB Gas Service Center

State and City: New Mexico - Albuquerque

Shift: 8 Hr. X 5 Days

This position will be open to internal and external applicants and will close on Sunday August 14th, 2022.

The Disptach Service position pays between $40,400 - $50,500, and the Senior Dispatch Service position pays between $45,200 - $56,500. Placement in either level is based on skills, experience and education of the successful candidate.

Preferences

Successful candidate must live within 30 miles of the Albuquerque Metro area.

POSITION CONCEPT

This position is responsible for assessing, planning, scheduling, and dispatching service, and emergency work for all New Mexico Gas Company (NMGC) operating divisions across New Mexico. Working in a fast-paced and demanding environment, addresses customer inquiries and emergencies, prioritizes work suitable to its urgency, and ensures all orders are completed. Also responsible for maintaining accurate records in Banner and for supporting customer service, billing, and operations personnel with field investigations.

SERVICE DISPATCH

Under direct supervision, dispatches, communicates, coordinates and monitors NMGC/Company activities 24 hours a day, by performing the following duties.

PRIMARY DUTIES AND RESPONSIBILITIES

Assesses, plans, and dispatches daily Service workload for service technicians, line locators, construction crews, gas measurement technicians, cathodic protection crews, leak survey and other NMGC departments ensuring route accuracy and appropriate distribution of work while communicating and working with law enforcement agencies, fire departments, NM811, customers, and Company personnel. Maintains communications with Customer Service departments and Operations Management on service order issues. Advises, guides, and aids service technicians as needed to help facilitate completion of work assignments. Creates, assigns, updates, and corrects service work orders in Banner.
Evaluates future work load and dispatches appropriate work force as necessary. This includes the management of schedules and resource utilization for both the service areas and for individual work crews Regularly updates and maintains integrity of the NMGC system as related to manpower availability, shifts, routes, time off, and work prioritization configurations settings.
Responsible for ensuring the accuracy and performing timely updates of work order completion data within Banner system. Assists with compliance programs, i.e. meter routines, atmospheric corrosion, pressure checks, seek and destroy meter replacement on an annual basis.
Meet work deadlines with regards to daily tracking and work shifting of technicians to meet customer appointments and high priority work. Interfaces with customers and customer service personnel as needed regarding appointments and field issues.
Coordinates and advises Company leadership, outside agencies, and customers regarding various concerns to appropriate departments, such as emergencies, complaints, and policies.
Monitors Supervisory Control and Data Acquisition (SCADA) telemetry readouts and alerts appropriate personnel of any problems.
Prepares documents, reports, and numerous logs. Uses a computer system to research accounts and service addresses to create pending orders. Answers all phone calls and dispatches field service personnel by order disposition. Utilizes NMGC GIS mapping system to assist field personnel in identifying NMGC facilities.
Monitors compliance with all Federal Communications Commission (FCC) rules and regulations by the service center and field personnel.
Acts as a focal contact point for all NMGC emergency responses statewide.

SUPERVISION

No direct supervisory responsibility but may assign work to other Team Members or departments.

RELATIONSHIPS

Key Internal: Interfaces with all levels of leadership, Field Personnel, Customer Service personnel and other business units as needed.

Key External: Works with internal and external customers, fire departments, NM811, law enforcement, state, federal and government agencies.

QUALIFICATIONS

Education

Required: High School or General Education Diploma

Licenses/Certifications

Required: Must possess a valid driver's license and meet the acceptable driving record requirements of the Company.

Experience

Related Experience

Required: Two (2) years of work experience, related to the Duties and Responsibilities of this or similar position. Related work experience consists of call center or previous dispatch experience.

Knowledge/Skills/Abilities (KSA)

Required: Ability to work effectively in a team environment that is fast paced and highly deadline driven. Must communicate clearly and effectively both orally and in writing; Must be proficient in a work order generation and customer information system; Ability to read and comprehend policies, procedures, and instructions; Must use good judgment, prioritize work assignments, work independently, and be multi-tasked oriented. Must be highly dependable and have the flexibility and physical rigor to work all shift rotations in a restricted dispatch office with changing system conditions and operating guidelines.

Preferred: Basic knowledge of Dispatch, Gas Measurement, Cathodic Protection, GIS Mapping, Engineering, Construction & Maintenance, Customer Accounting, Service, Line Locating, and Credit Department functions. Ability to operate the radio, telephone, and perform office skills such as typing and filing. Ability to communicate effectively, often in more than one language. Knowledge and application of FCC rules and regulations, and the International Civil Aviation Organization (ICAO) phonetic alphabet. Basic knowledge of computerized dispatching and customer service systems. Ability to use general office equipment, a personal computer, and Microsoft (MS) Word/Excel software.

SERVICE DISPATCH SENIOR

Under minimal supervision, at this level, applies high degree of independence in performing the Duties & Responsibilities of the position as described above. With greater experience and demonstrated depth of knowledge and understanding, provides meaningful input and contributions to Operations.

PRIMARY DUTIES AND RESPONSIBILITIES

Provides attentive support to call center and operations personnel. Manages safe and rapid emergency order response. This includes the dispatching and tracking of emergency leak orders daily and critical work orders for incidents such as outages. Liaison between public safety officials and field personnel in situations where a gas emergency response is requested or a threat to the safety and security of an employee exists.
Supports Operations supervision in providing critical information to ensure effective completion of complex job assignments.
Develops and maintains an intimate working knowledge of emergency processes for Service, Credit, Construction, Leak Survey, Cathodic Protection, Measurement, and Line locating.
Schedules, compiles, prioritizes, monitors, logs, prepares daily workload for Service, Credit, and Gas Measurement personnel, monitors future workloads, and resolves escalated issues.
Provides training and mentoring to Dispatchers to develop proficiency in the performance of the duties and responsibilities to further operational efficiencies.
Supports department Supervisor in providing leadership and decision making to ensure effective completion of complex job assignments and the development of department process improvements. Assists in assessing departmental and company performance with long-term resource planning.

RELATIONSHIPS

Key Internal: Interfaces with all levels of leadership, Field Personnel, Customer Service personnel and other business units as needed.

Key External: Works with internal and external customers, fire departments, NM811, law enforcement, state, federal and government agencies.

QUALIFICATIONS

Education

Required: High School or General Education Diploma

Preferred: Associate Degree in Business, Project Management or related degree

Licenses/Certifications

Required: Must possess a valid driver's license and meet the acceptable driving record requirements of the Company.

Experience

Related Experience

Required: Four (4) years of work experience, related to the Duties and Responsibilities of this or similar position.

Knowledge/Skills/Abilities (KSA)

Required: Must be highly dependable and have the flexibility and physical rigor to work all shift rotations in a restricted dispatch office with changing system conditions and operating guidelines. Capable of making firm and accurate decisions under stressful conditions in a highly deadline driven environment involving life-threatening conditions during various heightened emergency situations involving NMGC and/or customer facilities, i.e., fires, explosions..... click apply for full job details

Drop files here browse files ...