What are the responsibilities and job description for the Measurement - Field Support & Exceptions Specialist position at Oncor Electric Delivery?
Salary Range: $53,200 - $70,900
Job Grade: 08N (for internal use only)
Close Date: 9/5/2022
Relocation: No
Summary
The Measurement - Field Support/Exceptions Specialist is responsible for ensuring accurate system information and timely order completion in compliance with PUCT rules. This position supports the day to day field operations by monitoring, billing, creation and initiating corrective action on field activities and providing timely and accurate information to internal or external stakeholders. This includes field exceptions, EDI exceptions, issue resolution, order tracking and other analytical reviews of the Measurement work stream through on-going performance and monitoring of key Measurement business processes.
The Measurement - Field Support/Exceptions Specialist is the primary gateway for communications with Oncor field employees and back office support teams. This includes; Market Rules and Regulations, Field Activities and process questions. Troubleshooting various problems the field personnel experience while dispatching, working, and completing field activities through their mobile laptops.
Key Roles & Responsibilities
Other duties may be assigned. Directly or through others, the incumbent:
- Performs all essential aspects and functions of the job as well as any other specific job requirements.
- Provide a single point of contact for field operations for handling step-by-step Field Activity and process questions, system issues, wrong order types, system issues, workarounds, adjustments, and documentation as well as answering questions from internal organizations regarding market rules and regulations.
- Interface directly with customers and key internal business partners including all Measurement Services field staff, Oncor Contact Center, Rep Relations, Billing, AMS, Oncor IT, Distribution Operations and Oncor leadership to resolve process or Field Activity questions, exceptions and escalations.
- Coordinate with Distribution Service Advisors (DSAs) on behalf of field staff to schedule appointments with customers for clearances, as well as to follow through on special handling of Field Activities and assisting with transactional charges to the Retail Provider for customer Field Activity requests.
- Monitor, investigate and make the correct direct action decision on Field Activities and exceptions to ensure customer information systems are in compliance with PUCT rules. Includes being on a rotational on-call schedule to address Field Activity compliance outside of normal work hours.
- Monitor and take appropriate action on EDI exceptions to minimize impacts to regulatory metrics, customers, and retailers.
- Perform data analysis on large volumes of data to ensure accurate system records. Use complex decision making skills and all the tools available to take corrective action on any discrepancies.
- Available in an On-call basis for troubleshooting issues the field personnel experience while dispatching, working, and completing field activities through their mobile laptops and storm restoration support which will involve reporting to an off-site location.
- Capture and thoroughly document and summarize details of all calls in a database to determine potential training or communication needs of field personnel. Analyze this data, identify issues, and make recommendations of process improvements to Manager to enhance and improve operational workflow and performance.
Education, Experience, & Skills
Minimum education:
- High School Diploma, GED or equivalent is required; Associate degree or two (2) year technical degree preferred.
Minimum experience:
- Two years of business experience with demonstrated experience and skills transferable to a data analysis environment which includes positive time management results.
- Experience in Measurement Services field support, billing, field operating procedures, Oncor systems.
- Experience using MS Office Tools to manage data and create reports.
- Knowledge of the Texas Electric Market, current market rules and regulations preferred.
Minimum skills:
- Proficient in Customer Care & Billing system and knowledge of other Oncor systems (Mobile Computing, Maximo, PONS, InService, RightNow and EDI transactions).
- Strong analytical problem solving skills.
- Demonstrated proficiency in Microsoft Word, Excel and Access.
- Strong verbal and written communication skills, interpersonal and organizational skills.
- Able to work independently as well as interact and work effectively with co-workers and all levels of management.
- Ability to multitask and work in a fast paced team environment.
Measures of Success
- Timely, accurate completion of Field Activities.
- Demonstrates contribution to workgroup goals.
- Adheres to Company policies and procedures.
- Demonstrates and actively incorporates Oncor’s core values.
- Interaction with internal and external stake holders to resolve issues in accord with Company policies and standards.
Travel Required
Qualifications
Education
Required
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)