Summary

What You'll Do

• Understands and identifies SRP equipment on current Distribution and Circuit Maps to aid in making decisions to efficiently dispatch trouble shooters to respond to trouble locations for secondary voltage/service trouble orders, outages, and hazards which supports meeting safety and reliability indicators (SAIDI, SAIFI, etc.).
• Coordinates outage data and timely outage restoration information received from field personnel and Distribution System Operators (DSO) to communicate to SRP customers, internal SRP departments and municipalities.
• Resolves complex customer problems pertaining to power restorations and reliability.
• Assists all SRP departments in investigations pertaining to power outages and reliability which includes accurate research for Customer Services, Key Accounts, Litigation & Claims as well as various other SRP departments for presentation to both internal and external customers.
• Provides critical after-hours support to Fault Location Operations (FLO) and Distribution Line Maintenance (DLM): crew after hours call outs/work order management (FLO), submit emergency blue stake tickets, material services coordination support.
• Manages, schedules, organizes, prioritizes, and coordinates daily workloads to ensure effective use of manpower to support 24/7 operations – including providing resources to DSOs and Power Dispatch Office (PDO)
• Participates in evaluating, developing, testing, and training on operating procedures and software tools/applications used in DOC.
• Develops and continually improves proficiency in many information systems, applications and programs including outage management tools (i.e., OMS, ADMS), GIS tools (i.e., Smallworld), metering tools (i.e., Command Center, AMPY, EAMS, etc.), work order management tools (i.e., WAM), customer information systems (i.e., Phoenix), Microsoft Office.
• Identifies internal system problems and work with the appropriate area for resolution.

What It Takes To Succeed

• Preferred Experience
  • Entry Level: Minimum of two years’ experience as customer service/call center representative, public safety dispatcher, or in electrical utility power related support role
  • Senior Level: Minimum of 6 years of related experience is required for the senior level. Successful completion of all DOC coordinator progression evaluations as determined by DOC management.
• Successful candidates must be highly motivated individuals who can maintain a positive attitude under stressful and demanding conditions.
• Successful candidates must display courtesy, tact, cooperation, and professionalism to maintain effective relationships with SRP customers, internal departments, and municipal agencies.
• Familiarity with GIS systems is beneficial
• Required to report to work onsite. Hybrid option not currently available.
• This is a 24/7 operations center that will require:
  • Accepting emergency call-out schedules during off-duty days during storm season (mid-June-September) and may be called out other times of the year for other emergency system events
  • Working rotating shifts that may include day, swing, and overnight shifts (based on shift assignments), which will include some weekends and may include holidays.
  • Working a reasonable amount of overtime to ensure minimum staffing requirements are met for 24/7 operations.
• Training and mentoring on various distribution system operations, applications, systems, procedures, and other related topics will be provided as needed to support growth in this role.

Experience

Education