Technician C, Electric Service Support Center (SW)

Role and Scope of Position

The Electric Service Support Center Technician plays a critical role in delivering a best-in-class customer experience for predominantly contractors and electricians needing electric service to residential homes and businesses. Individual will be seated, on the telephone, wearing a headset, using a computer and keyboard all day. This is not a field position. This position works as part of the Electric Service Support Center team responsible for the high volume of incoming calls and correspondence from its customers with quality, timeliness, and efficiency.

Essential Functions

• Gather and verify detailed information related to the design and construction of new or modified electric services, including technical requirements, schedules, inspections, licensing, and easement needs.
• Serve as the primary point of contact and advocate for customers, contractors, and municipal officials throughout the lifecycle of the request.
• Provide upfront cost estimates aligned with established policies and procedures.
• Process electrical inspections, customer prepayments, and contributions in aid of construction.
• Manage select non-design work types from initiation through completion.
• Collaborate with cross-functional teams such as Engineering, Electric Operations, Customer Billing Services, and Remittance Services.
• Update internal systems with field notes, customer appointments, and work progress.
• Participate in emergency storm response assignments as required.

Technical Knowledge, Skills & Qualifications

• Strong team orientation and customer focus required.
• Strong organizational skills with the ability to manage multiple priorities in a high-volume environment required.
• Excellent interpersonal, verbal, and written communication skills are required.
• Successful completion of the Technician aptitude test required.
• Proficiency with Microsoft Word and Excel required.
• Able to type required.
• Knowledge of the National Electric Safety Code preferred.
• Utility and/or electrical experience preferred.
• Journeyman or Master Electrician license desired.
• Experience with Maximo Work Management System desired.
• C2 and OMNI system experience desired.

Education/Experience

• High School diploma plus four years of related electric distribution experience, or an Associate’s degree in electrical technology or the equivalent is required for the “C” level.

Licenses & Certifications

• Valid motor vehicle operator’s license required.

Working Conditions

• Must be available for emergency restoration assignments as needed.
• Must be able to travel between MA/CT/NH as necessary.

Mental Aspects

N/A

Competencies

• Build trusting relationships
• Manage and develop people
• Foster teamwork and cross-functional collaboration
• Lead change
• Create an engaged workforce
• Focus on the customer
• Take ownership & accountability

Compensation and Benefits

• Eversource offers a competitive total rewards program.
• The annual salary range for this position is: $61,650.00-$68,500.00.