Work Management Specialist I or II

Duke Energy; Durham (NC); Hybrid; USD 60,000 - 90,000; Full time

Job summary

Duke Energy is seeking a versatile Work Management Specialist to handle street lighting work orders, CRTs, SAP order reviews, and dispatch support for field technicians in the Durham, NC region. The role also involves onboarding/offboarding field staff, ensuring safety, reliability, and cost management while delivering excellent customer service.

The position offers hybrid work between onsite Duke Energy facilities and remote options after onboarding, with travel and relocation considered per

Qualifications

• Basic/Required Qualifications (Work Management Specialist I): High School/GED; 1 year related work experience; Valid Driver's License.
• Basic/Required Qualifications (Work Management Specialist II): High School diploma or 1-3 years of Customer Delivery Experience in lieu of a degree; Valid Driver's License.
• Desires: Proficient in system applications used in Delivery Operations; Excellent written and verbal communication; Ability to collaborate in a team; Ability to work independently.

Responsibilities

• Handle work order execution in Maximo and ss9; review BPEMS and SAP orders prior to dispatch.
• Monitor street lighting repair team email for escalated customer complaints; support field technicians in the field.
• Provide technical, analytical and work management support for Delivery Operations; ensure safety, reliability and cost management.
• Onboard/offboard field technicians; manage planning to meet timelines; audit and reconcile invoices and materials.
• Support storm restoration, expense accruals, and root-cause analysis for customer issues.

Skills

Customer service

Team collaboration

Problem solving

Communication skills

Education

High School/GED

Tools

Microsoft Office

Job description

More than a career - a chance to make a difference in people's lives. Build an exciting, rewarding career with us – help us make a difference for millions of people every day. Consider joining the Duke Energy team, where you'll find a friendly work environment, opportunities for growth and development, recognition for your work, and competitive pay and benefits.

The preferred location for this position is in Durham, North Carolina; however, the hiring manager will consider candidates within Carolinas East. The exact location will be determined at the time of offer based on business needs. Depending upon the qualifications of the successful applicant, the hiring manager may elect to fill this position at a higher level within the job hierarchy.

This position is responsible for handling further work order execution in Maximo and ss9, handling CRTs, reviewing BPEMS, researching SAP orders prior to dispatch, monitoring our street lighting repair team email box for escalated customer complaints as well as supporting the street lighting repair technicians in the field. This position is accountable for providing accurate and timely work results which support safety and cost management while providing exceptional customer service. This position is also responsible for onboarding/offboarding of our field technicians. This position analyses and takes appropriate action on pending and future dated streetlight work request for dispatch to field resources. In addition, this position is responsible for providing technical, analytical and work management support for Delivery Operations. The incumbent, working within the parameters of established processes and standards, uses independent judgment and initiative to complete assigned tasks. This position is accountable for providing accurate and timely work results which support safety, reliability, storm restoration, and cost management while providing exceptional customer service.

Responsibilities and Duties:

• Maintains excellent customer service to operations, management, and customers
• Efficiently uses available tools or systems to effectively communicate reliability details to external customers
• Achieves acceptable level of availability during normal work schedule and emergency storm restoration after hours and weekends
• Takes ownership of customer issues and problems until resolved
• Facilitates communication between internal and external customers
• Reports job status details to appropriate personnel as needed
• Monitors various reports to ensure process adherence to achieve customer‑related goals
• Provides feedback to supervision for coaching opportunities
• Maintains knowledge of Engineering and Construction standards, compatible units, construction prints, etc. used in Delivery Operations
• Audits work performed to ensure customer is billed accurately and timely
• Ensures work is scheduled to meet an established timeline
• Provides research, root cause analysis, and resolves customer issues
• Cost Management: Verifies and applies correct general ledger accounting in all work related applications and functions.
• Adheres to monthly accrual timelines and system entry cutoff dates.
• Ensures that all invoices on hand are recorded and sent to the appropriate department that processes the accrual.
• Reconciles work order materials, labor, and equipment to represent actual field construction
• Resolves all errors and prepares construction work orders for close-out in work management system, properly reporting units of property to Asset Accounting
• Audits, reconciles, and processes contractor invoices ensuring documentation agrees with pay items, contracts are correct, and time and equipment charges agree with contractor timesheets
• Ensures timesheets are accurately completed and recorded in time management system in accordance with payroll guidelines
• Creates appropriate work order to complete follow-up work utilizing the most cost effective resource and skillset
• Obtains approvals, calculates costs and generates invoices for governmental lighting, Department of Transportation highway relocation, property damage claims, and miscellaneous costs
• Reliability: Prepares for and provides emergency restoration support including allocating event assignments to damage assessors and clearing events in outage management tools
• Updates storm resource tracking and outage management tools during storm restoration
• Supports the execution of specific Delivery Operations reliability programs or processes using appropriate work management applications
• EE Engagement/Safety: Supports Human Performance safety culture through active participation in safety meetings
• Follows ergonomics and office safety guidelines
• Supports corporate initiatives
• Demonstrates a commitment to continuous learning and development

Job Specific Requirements:

• Possesses a working knowledge of Microsoft Office Software
• Possesses a general knowledge of applications used in Customer Delivery
• Demonstrates good judgment in decision making
• Exhibits effective written and verbal communication skills
• Collaborates effectively in a team environment
• Works independently in resolving problems
• Exhibits flexibility and dependability during normal work schedule and after hours emergency storm restoration
• Prioritizes work effectively
• Supports changing work environments, processes, and policies

Basic/Required Qualifications

• Basic/Required Qualifications (Work Management Specialist I): High School/GED Minimum 1 years related work experience Valid Driver's License
• Basic/Required Qualifications (Work Management Specialist II): High School diploma or 1-3 years of Customer Delivery Experience in lieu of a degree Valid Driver's License

Desired Qualifications:

• Possesses a working knowledge of Microsoft Office Software
• Possesses a general knowledge of applications used in Delivery Operations
• Demonstrates good judgment in decision making
• Exhibits effective written and verbal communication skills
• Collaborates effectively in a team environment
• Works independently in resolving problems
• Exhibits flexibility and dependability during normal work schedule and after hours emergency storm restoration
• Prioritizes work effectively
• Supports changing work environments, processes, and policies
• Proficient in system applications used in Delivery Operations
• Previous customer service experience

Additional Preferred Qualifications:

• Demonstrates excellent customer skills
• Exhibits flexibility and dependability during normal work schedule and emergency storm restoration
• Collaborates effectively in a team environment
• Demonstrates knowledge of Microsoft Office software
• Possesses effective written and verbal communication and interpersonal skills
• One to three years of providing customer service support
• Effectively manages stressful situations

Hybrid Mobility Classification – Work will be performed from both remote and onsite locations after the onboarding period. However, hybrid employees must live within a reasonable commute to their designated Duke Energy facility, not greater than 50 miles one way. Employees are expected to report to their assigned Duke Energy facility as required and directed by their manager, on average 3 full workdays per regular workweek.

Travel Requirements 5-15% Relocation Assistance Provided (as applicable) No Represented/Union Position No Visa Sponsored Position No. This is not a Visa Sponsored Position. This role requires the ability to work lawfully in the U.S. without employment-based immigration sponsorship, now or in the future. Please note that in order to be considered for this position, you must possess all of the basic/required qualifications.

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