Website New Hampshire Electric Cooperative

Construction Services Specialist (Part Time – 24 hours/week)

The Organization

 

NHEC is the largest member-owned electric cooperative in New England, providing electric utility service to consumers and businesses in 115 communities throughout New Hampshire.  Serving our members is at the heart of everything we do and every decision we make, and our mission is to provide our members access to affordable, reliable electric service options that support and simplify their lives.  The electric utility industry is currently undergoing enormous change as consumers look for new ways to manage energy costs through renewable energy, distributed energy resources such as solar arrays and battery storage, energy efficiency, electric vehicles.

 

In June 2017, we completed a five-year strategic plan, identifying four areas of strategic focus with actionable goals within those areas completed by the end of 2022.

  • Business Model. NHEC provides superior service to its members, with systems that are sufficiently flexible to capitalize on ongoing changes in technology and programs that enable members to better manage their energy usage and costs and take advantage of other opportunities as they become available in the marketplace. 

 

  • Voice of the Member. NHEC is a member-driven organization where every employee consistently strives to better understand and meet our members’ expectations and has access to the information necessary to do so.  We are committed to an ongoing dialogue with our members, and we focus intently on making it easy and convenient for our members to interact with us.  As a result, every interaction with NHEC is a delight.

 

  • Organizational Effectiveness. NHEC is described by its employees and members as nimble, collaborative, responsive to changes in the industry, constantly learning and having employees who share the drive to achieve the organization’s vision.

 

  • Financial Stability. NHEC remains financially strong and has the resources necessary to provide excellent service to our members as the energy industry and related services are transformed.

 

Headquartered in Plymouth, New Hampshire, NHEC currently has 200+ employees.  There is much to be proud of in our existing organization, and a genuine enthusiasm for what the future holds.  It is an environment in which individual leadership and initiative are highly valued and encouraged, and success is viewed as a shared accomplishment to be celebrated by all.  Ensuring our members have the energy they need, the information they want, and a partner they can trust is what makes us different.

The Position

Reporting to the Operations Manager, the job responsibilities for this position will include District Support, Line Design and Member related functions by:

  • Supporting the member by providing exceptional member service, knowledge of our construction process and being a one point of contact for the member in their construction process.
  • Supporting the districts by maintaining accurate records of construction and maintenance activities in IVUE and other systems, along with district support on any administrative needs.
  • Supporting the Line Design Technicians by providing all pertinent information for the initial set up of the work orders, along with collaborating with them throughout the construction process.

 

Specific Job Duties:

  • Supports strategic goals of NHEC by supporting and working toward achievement of Balanced Scorecard Objectives.
  • Ensure quality member service by overseeing the overall process related to member construction.
  • Maintains accurate material records by entering material requirements for preconstruction and reconciling material used at job closing. This would include making redline changes in the Mapwise system to reflect immediate changes in our maps and in the ABS system.
  • Maintains material records during storm restoration efforts, which may include after hours.
  • Ensures quality member service by assisting staff in responding to member service needs and ensuring all member complaints and inquiries are handled in a polite, courteous and expeditious manner.
  • Assists the districts with NHEC inventory process by looking for discrepancies and researching work orders to make any necessary adjustments.
  • Provides support by answering phone calls for new line construction, service upgrades, relocation of service, new developments, and retirements. Resolving member inquiries concerning construction schedules, cost, construction questions, or anything else pertaining to their job.
  • Participates in the Logistics team making arrangements for food and lodging for field personnel and necessary reports.
  • Provide district support in the district offices or remotely when necessary.  This would include operating OMS system, Smart Track, or any other duties required during outages.
  • Obtain police reports from Towns and State Police to facilitate with collection of recovered monies from pole accidents.
  • Provide dig safe information for the safety of our public, employees and contractors when providing underground service and pole setting. Attending Dig Safe seminars to ensure we provide NHEC and our members with the most up to date information.·
  • Obtain tax map and deed from the member and conduct deed research with the Registry of Deeds to verify proper book and page numbers.
  • Collect easements and verify the easement meets NHEC and Registry requirements.
  • Provide one point of contact for the member during their construction process.
  • Assist the Direct Bury department with redline changes to construction and charging out material.
  • Provide monthly and year end construction work order stats for all districts to Operations Manager.
  • Input hotel, food and crew information in the Argos System during restoration efforts.
  • Collect and provide monthly line patrol stats for the districts and report to Operations Manager.
  • Receive payments, easements, run cash reports, run design fee report, process payments, and assist members with timely service and complete necessary tasks.
  • Provide support to the Energy Solutions Department related to Solar initiatives/installations, and EV charger work orders.
  • Collaborate with Energy Solutions on Construction programs for Commercial and Residential members.
  • Support, respond to and help resolve members’ concerns, complaints and inquiries in a courteous and cooperative manner, to help create goodwill toward NHEC.
  • Support and assist the Operations Department. This includes answering the phone, initiating service orders and responding to Departments’ inquires. Also as needed, visiting the district to give support or training.
  • Supports effective management of member’s accounts by initiating, coordinating and directing field activities necessary to manage member accounts. Efficiently initiate, complete and close service orders.
  • Supports Cooperative guidelines by recommending revisions of NHEC Terms and Conditions, Rates and department procedures.
  • Maintain proficiencies and updates on our systems, such as: ABS, CIS, Mapwise, Plant Records, Cash Register, OMS, Argo’s, Centiserve, E-Bill, and Mapviewer.
  • Requires an ability to handle a variety of diverse tasks and perform under tight deadlines while working in a team environment.
  • Resolves member’s complaints, determining the cause of the problem; selecting and explaining the best solution to solve the problem; providing written information; making correction or adjustments and following up to ensure resolution.
  • Requires an ability to handle variety of diverse tasks and perform under tight deadlines while working in a team environment.
  • Working with IT and the Marketing Supervisor on maintaining the member survey that is generated after a New Construction service order is closed. Then addressing if needed any member feedback that needs attention.
  • Collaborates with IT and Marketing department to set up and maintain a Construction Services tab on the NHEC website.
  • Monitor tax map/deed and Design Fee alerts by contacting members to collect necessary information for their work order.
  • Participating in Lean Process Projects to develop more uniform procedures across NHEC.
  • Maintain Construction Services Procedures, updating as figures and processes change. As well as developing and maintaining member correspondence.
  • Monitoring work orders for payment and easement requests by contacting members for updates or reminders.
  • Collaborate with Key Accounts Representatives on Key Account member requests and sharing information on potential new commercial key accounts.
  • Initiate and monitor multi work order task for jobs requiring more than one work order. Assuring work orders will not be released together once all NHEC requirements have been satisfied.
  • Generate System Improvement Service Orders for the company engineers and district staff.
  • Install accurate meter and transformer installations, removals and exchanges on the CIS system.
  • Assist Contract Supervisors with material charge out and work order changes when necessary.
  • Assist LDT when working storm restoration or absences from work by notifying their scheduled appointments of the cancellation of site visit.

 

The expected results in this position are the following:

  • Increases professional and technical knowledge by attending educational classes, reading professional magazines and participating in professional societies.
  • During periodic release changes to the CIS system, will organize and coordinate testing with the IT department. This will require creating various test scenarios, inputting test information into the CIS test region to review system enhancements and verify changes are functioning as expected. Update IT dept. and NISC with test results. Troubleshoot billing system issues as they occur.
  • Establishes the image of NHEC being courteous, friendly, and improves member satisfaction by resolving member issues in a non-confrontational, collaborative manner.
  • Improves corporate safety performance by maintaining a safe and clean working environment, participating in department safety meetings, adhering to Employee Safety Rules and Procedures, recognizing at risk behaviors and conditions and taking corrective actions or providing feedback.
  • Performs other duties as may be assigned.

 

The Person

  • First and foremost, someone who will be energized and excited about NHEC’s mission and will thrive with the opportunity to enhance an already great organization.
  • An inquisitive, open mind – someone who is interested in finding creative solutions and new ways to support the organization.
  • Associates or Bachelor’s Degree in Business or Computer Science required. Education may include business courses, computer science and/or accounting practices. A minimum of five years of utility experience with a focus on general office, customer service, construction processes and accounting skills experience may be substituted for a college degree.
  • Proficiency in Microsoft Office-Excel, Word, and PowerPoint.
  • Knowledge of NISC systems (ABS, CIS, Mapwise, Cash Register, OMS), Plant Records and Centiserve would be beneficial.
  • Must be able to work effectively in a self-directed work team environment and work independently without supervision within the parameters developed by the team. Good analytical, problem solving, and math skills are required to effectively assist members in their construction cost, fee and estimates.  Must have good organizational and prioritizing skills, must have a strong attention to detail and be able to effectively work in deadline driven environment, which at times can be very stressful.  Must be able to adapt to a fluctuating workload and work collaboratively with team to meet deadlines.  Must have excellent written and oral communication skills and present a professional image.  Must be able to exercise discretion and good judgment.  Must be able to deal with members as calmly as possible in stressful situations. Must have excellent computer skills.
  • Must have a customer service background and enjoy working with all types of people.
  • Must be familiar with NHEC’s Construction Standards, Terms & Conditions, rates, fees and other policies and procedures affecting the member.

 

WORKING CONDITIONS:

Normal office conditions.  Normal working hours will be scheduled.  Occasional overtime may be required.

Assistance with power restoration efforts is required of all employees. It may be required during regular business hours that employees will be assigned functions to support power restoration and for some employees that may be different from their normal duties. In addition, such assistance may require working nights, weekends and holidays which may involve considerable extra hours. In order to meet this working condition, all employees are required to provide a personal phone number where they may be reached after hours. This number will only be used for internal purposes.

NHEC offers an excellent compensation and benefits package.  Please apply at www.nhec.com.

Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.