NHEC is the second largest electric utility in New Hampshire, providing service to consumers and businesses in 115 communities throughout the state. As a member-owned cooperative, serving our members is at the heart of everything we do and every decision we make.
The electric utility industry is currently undergoing enormous change as consumers look for new ways to manage energy costs through distributed energy resources such as solar arrays and battery storage, energy efficiency, and electric vehicles. These changes present new challenges and opportunities to find ways to meet our members’ evolving expectations and make this an exciting time to work in the electric utility industry. In June 2017, we completed a five-year strategic plan, identifying four areas of strategic focus with actionable goals within those areas to be completed by the end of 2022. Those four areas of focus are:
- Transformation of our Business Model to prepare for the widespread adoption of distributed energy resources by our members.
- Adoption of a Voice of the Member platform to help us better understand and meet our member’s needs and expectations.
- A focus on enhancing our Organizational Effectiveness by transforming NHEC into an organization that is innovative, nimble, and able to respond more rapidly to the changing needs of our members and the way they lead their lives.
- Ensuring NHEC’s ongoing Financial Stability through development of a revenue model and associated rates and charges that better reflect the way our members will use our distribution system as they increasingly play a role in managing the energy resources that serve them.
In order to help meet the goals in the strategic plan we identified three key drivers that describe the kind of organization we want to be:
- Member WOW! Our members are wowed by the service we provide. Every interaction between a member and NHEC is deeply satisfying because we keep it simple, personalized and seamless so that the member feels their need is completely understood by us and, whenever possible, completely resolved with a philosophy of one and done.
- Learning Organization. Our employees feel energized and excited by the possibilities and opportunities presented by these industry changes. They are curious feel empowered to experiment, work collaboratively, and share their knowledge and experience as they work to solve new problems, meet new challenges, and serve changing member needs.
- Strategic Partnerships. We develop strategic partnerships that are central to our ability to achieve our vision by giving us capabilities and resources we do not have ourselves. Our strategic partnerships open up opportunities to deliver value for our members that would have been unavailable on our own. We clearly convey to our partner our vision of what we believe success looks like, and our partner is open with us about how they will help us achieve that vision and the challenges that will need to be met to get there.
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.
In order to help meet the goals of the strategic plan, we are looking for a Service Continuity Supervisor. Reporting to the Service Continuity Manager, the Service Continuity Supervisor will assist in preparing NHEC for Electric System Emergency response, assist with operation of the Control Center by planning, directing, and monitoring of the Control Center activities, assist by coordinating and obtaining resources to support Operations during emergencies, assist by developing and maintaining in-house Logistics Teams, and training programs insuring all employees are utilized in restoration efforts. Ability to expand on current and future application of field tracking tools relative to work assignments and general scheduling of work flow in the field including but not limited to mobile expansion, tracking, reporting, and integration with all FEMA requirements.
- Maintains effective member relationships by responding to member service needs and ensuring member complaints and inquiries are handled in a timely and courteous manner.
- Ensures effective service restoration by assisting the Service Continuity Manager in coordinating major storm restoration work with districts, agencies, contractors and other utilities. Develops practices and procedures that improve restoration efficiencies.
- Supports NHEC guidelines by developing and updating Control Center policies and procedures, recommending revisions to the Service Continuity Manager, providing all departmental personnel access to current policies and procedures, and training and coaching departmental personnel.
- Assists the Service Continuity Manager in positioning the Control Center for the future by developing and executing long-range business and technology plans for Control Center to meet NHEC’s Strategic Plan.
- Ensures the Control Center supports District Operations functions in a safe, consistent, and supportive manner by cultivating a culture of safety and cooperation.
- Supports strategic goals of NHEC by assisting in achieving balanced scorecard objectives with a strong effort on improving reliability indices.
- Supports the cultural goals of NHEC by exhibiting self-leadership, developing and maintaining effective working relationships, being results oriented, being innovative and seeking feedback.
- Increases professional and technical knowledge by attending educational classes, reading professional magazines and books and participating in professional societies and groups.
- Supports NHEC’s nine District Operating Supervisors/District Representatives when requested
- Performs such other duties as required or directed.
Education and Experience:
- A minimum of a Bachelor’s Degree in Engineering, Business Administration, Information Systems or related field desired.
- Minimum of five years of electrical utility Emergency Preparedness experience required. Must be proficient with Resource/Crew Management software. Supervisory experience including working knowledge of collective bargaining employees and contracts preferred.
Abilities, Skills, and Job Knowledge:
- Must have a thorough knowledge of electric utility operations, maintenance, and storm restoration practices. Must have a thorough working knowledge of Microsoft Office. Should be proficient with OMS, CIS, and Resource/Crew Management Systems/Software.
- Must be knowledgeable in leadership and management theory, practices and application. Proven leadership on projects, and other various assignments, of complexity and diversity is required.
- Must possess, and exhibit, effective leadership skills. Must have effective written and oral communications skills. Must be able to exercise discretion and sound judgement. Must be able to work independently with minimal direction. Must be able to schedule, monitor and coordinate the activities of resources on multiple cross-functional teams. Must be able to work well with employees at all levels of the organization. Must be able to work with project management and quality management tools and methodologies Must be able to effectively communicate verbally and in writing. Must be willing to learn new skills independently. Must be able to work independently and supervise control center employees effectively utilizing shift hours benefiting Co-op Members. Must be able to work independently as well as operate as an effective contributor in a team environment.
- Normally office conditions prevail, however field work and district training is required. Travel required in the performance of work responsibilities and representing the Cooperative at various meetings with regulators, members, etc. Meetings outside of the normal workday will occasionally be required. Travel with occasional overnight stays may be required for training, meetings, or conferences & seminars. Assistance with power restoration efforts or other emergencies is required. Such assistance may require working nights, weekends, and holidays, and may involve considerable overtime
- 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.