Work Plan/Scheduling Associate III

Duquesne Light Company · Aliquippa, PA · 1 wk ago

OTHRFull-time

Schedule and dispatch daily work for Meter Operations field crews using a Field Service Management tool.
Maintain flexibility to adjust schedules in response to changing business priorities, emergencies, and workforce availability.
Ensure field employees have an appropriate and executable workload each day.
Monitor schedule adherence and communicate any irregular field performance or inefficiencies to supervision.
Run, review, and act on a variety of daily operational reports (e.g., workload, completion rates, exceptions).
Identify trends, gaps, and opportunities to improve scheduling efficiency and field productivity.
Utilize analytical skills to support decision-making and operational improvements.

Serve as a primary point of contact for field employees, answering phone calls and assisting with: Work order completion issues, Access challenges, General field support needs.
Communicate effectively with field crews, supervisors, and cross-functional teams to ensure seamless operations.
Collaborate with multiple departments (e.g., customer service, engineering, operations) to meet business needs.
Create and manage field activities within the FSM system.
Accurately document account information, work notes, and updates to ensure data integrity.
Manage and track time-off requests and availability to support accurate scheduling.
Assist in researching and responding to inquiries related to Public Utility Commission (PUC) complaints.
Provide detailed and accurate documentation to support customer issue resolution.
Work closely with the Meter Operations Supervisor to align scheduling priorities and operational goals.
Provide feedback and insights to improve scheduling processes and field performance.

High school diploma or GED
3+ years experience with scheduling, dispatching, or operations coordination (utility experience preferred)
Proven ability to utilize scheduling, dispatch, or work management systems to optimize workload distribution, monitor performance, and support efficient field operations.
Experience coordinating with multiple stakeholders, resolving operational issues in real time, and maintaining accurate documentation and reporting.

Bachelor’s degree in a related discipline
Prior utility industry experience with knowledge of meter operations, field service management, work order processes, or regulatory compliance requirements.
Experience analyzing operational data and implementing process improvements that enhance productivity, service delivery, and workforce efficiency.

Strong scheduling, dispatching, and workforce planning capabilities with proficiency in Field Service Management (FSM) or similar work management platforms.
Excellent analytical, problem-solving, and decision-making skills, with the ability to interpret reports, identify trends, and drive operational improvements.
Exceptional communication, organization, and customer service skills, with the ability to collaborate across departments, support field personnel, and manage multiple priorities in a fast-paced environment.

Follows our hybrid work model, with a minimum of two days working in the office and the remaining days working remotely.
Reporting location and frequency may be subject to change based on job role and department needs.

All Non-Union Employees will serve in storm roles as appropriate to their role and skillset.
Examples of storm roles could include but aren't limited to duties such as: working with operations for service center support or with the communications, customer service or government affairs teams to respond to public and customer requests for information, etc.

Utilize data to make business decisions as appropriate for the position, support data stewardship activities and partner with IT on underlying data needs.

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