Customer Service Engineer

Job Description

The Customer Service Engineer will be responsible for preparing line designs, and estimates for power meter applications and customer requests in accordance with company policies, standards and procedures to deliver reliable and efficient power to customers. Also responsible for monitoring and control electricians accreditation membership, performance and accountabilities, Electricians Reward Program and implementation of In-Service Test, monitoring and analysis of contractor’s job order volume.

Responsibilities (Roles, Responsibilities, Authorities)

• Prepares line designs and estimates for power meter applications and customer requests according to company policies, standards, and procedures.
• Monitors and controls electricians' accreditation membership, performance, and accountabilities.
• Monitors and controls the Electricians Reward Program and implementation of In-Service Test.
• Monitors and analyzes contractor's job order volume.
• Prepares design and materials cost estimates in accordance with company standards and submits them to a superior for approval.
• Performs voltage correction procedures by deploying power and voltage scanners to load centers to verify power quality complaints.
• Conducts inspections of installed meters to conform to company standards and provides feedback to customers on metering and wiring requirements.
• Conducts field surveys based on received work orders to collect technical information.
• Coordinates with other departments regarding power applications of large customers.
• Provides feedback to Customer Service on the status of applications and/or requests by updating the Work Order system.
• Conducts field surveys for power customer service applications, customer requests, rural electrification, and road widening projects.
• Coordinates with contractors by giving them correct instructions to ensure quality work.
• Coordinates with DSD for Work Order implementation.
• Provides feedback to customers on metering and service standard requirements.
• Prepares design and materials/labor cost estimates.
• Requests to ERP regular consumption for the department (supplies, forms, materials used in operations, customers, wires and cables, etc.).
• Leads the implementation of the annual electricians scholarship program.
• Consolidates the monthly EXCOM report for the whole customer services group, including data from other distribution utilities (DLPC, SEZ, CLPC) for the monthly review.
• Follows through on Work Order implementation.
• Coordinates with PMD for metering.
• Performs data extraction, writing memos and letters to Coops and customers concerning CC&B matters, meetings, standards (Service Entrance), and electrician's concerns.
• Participates actively in SE activities.
• Readily assumes tasks requiring immediate or urgent attention that may be reasonably assigned by the Team Leader.
• Ensures compliance and adherence to ISO IMS, AMS, and other implemented management systems.
• Ensures one's personal goals and development plans are aligned with the organization's objectives.
• Monitors and recommends requirements for materials and equipment to perform one's role and responsibility.
• Facilitates necessary administrative tasks for regular company procedures, such as requests for payments, purchase orders, and liquidations.

Qualifications (Education and Competencies)

Education:

• BS Electrical Engineering (must be a Registered Electrical Engineer).

Competencies (Knowledge-Experience-Capabilities):

• Business Process and Tools (CRSD): Possesses the ability to identify the current state of processes for improvement, knows the entire process of the retail services function (Frontline service, Metering, Line Services, and CRM), and knows how to use office technology (CC&B, MDM, Agila, Google and other systems).
• Customer Service: Able to develop and maintain strong relationships with internal/external customers, get customer requirements, give customer feedback, direct process improvements, communicate with customers face-to-face, over social media or phone, handle difficult customers, and provide exceptional customer care.
• Negotiation Skills: Possesses the ability to explore alternatives and positions to reach positive outcomes and able to negotiate for a win-win solution.
• Distribution Utility's Metering and Construction Standard: Identifies and reports sub-standard metering set-up, can apply the appropriate standard and follow guidelines for metering and Line Services, and can protect the company's interest in safety, accountability, and accessibility of assets.
• Light Vehicle Operation and Defensive Driving: Possesses knowledge of basic safety and driving motor vehicles and traffic rules to ensure zero accidents.
• Basic Awareness on Safety and Health: Possesses knowledge of IMS requirements, 1AP guidelines, and applicable laws on occupational health and safety, and is able to practice, implement, and report deviations.
• Basic Awareness on Environmental Management: Possesses knowledge of IMS requirements, 1AP guidelines, and applicable laws on the environment as well as solid waste management.
• Hazardous Chemical/Materials Handling: Possesses knowledge of proper use, management, and disposal and is able to implement and handle hazardous chemicals and materials in a safe and proper manner.
• Electrical Safety: Possesses knowledge on basic electrical safety in the workplace and is able to work safely in a workplace with electricity.
• Basic Awareness on Asset Management System (AMS): Possesses knowledge of Asset Management System requirements, including understanding basic finance in support of AMS.