Schedules and dispatches a variety of work orders including meter reading, investigation, disconnect and re-connect work orders to Field Service Representatives in a given region and/or across the province. Monitors daily progress of work orders and informs manager when operational performance may be, or has been, impacted. Provides field support to Field Service Reps, responds to customer calls, maintains related databases and compiles and distributes standard reports.
* Uses scheduling software to create and adjust meter-reading schedules based on factors such as available staff, route requirements, billing cycles and reading types, ensuring that variations in staff availability are balanced with the meter reading schedule and in keeping with service level metrics. Coordinates time off requests within defined guidelines.
* Dispatches work orders such as meter reading, special reading, investigation, reconnection and disconnection work orders to Field Service Representatives based on meter read schedule and pending work orders in a Field Service Rep's assigned area(s). Adjusts daily FSR assignments (may be in real-time) using scheduling software and uses an automated process to dispatch work orders to the field and track progress to completion.
* Monitors and tracks daily and weekly completion of work orders and informs manager of issues that may impact operational performance, service level metrics, customers or employee safety.
* Responds to customer calls regarding access problems and the timing and scheduling of meter reads. Maintains customer key records, sends keys out for tagging and makes arrangements with customers for access to premises. Communicates with customer to ensure meter access is safe and free from hazards. Checks and adjusts meter reading coding errors related to site access, site conditions and safety concerns.
* Answers inquiries from internal staff regarding meter access, meter locations, previous readings, meter reading schedules, etc. Provides first-line troubleshooting support for the optical probes and handheld tablets and relevant software / hardware used in the field, referring unresolved issues to designated technical staff.
* Monitors safety of Field Service Reps in the field by performing the Daily Check In/Out, Secondary Check In/Out, Trip Plan Check In and Personal Safety procedures. Maintains the Master Time Off Schedule and employee contact information.
* Performs minor duties related to the above duties that do not affect the rating of the job.
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BC Hydro
6911 Southpoint Drive
Burnaby
Colombie-Britannique Canada
www.bchydro.com
