Streetlight Analyst

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SunIRef:Event141 Job Summary Provide superior customer service and improve corporate image by reviewing and assessing reported issues with outdoor lighting, determine ownership, and contracted maintenance service requirements. Using company supported tools and work processes, complete safe, timely, and cost effective maintenance repair service coordination. Follow prescribed procedures to eliminate duplicate trouble reports, determine if overhead or underground assets, and conclude root cause of trouble outage events. Provide repair status communication to customers and notify customers if the reported outdoor lighting is not DTE Energys responsibility. Key Accountabilities Receive and analyze outdoor lighting trouble reports and enters resulting information into the outage management system. Assign the trouble job to a contractor(s), service center(s), or central dispatch. Monitor and provide status updates on the progress of the outdoor lighting trouble jobs. Complete outage reports as required for key performance indicator (KPI) tracking and customer needs. Provide outage information to internal and external customers including Customer Representatives, Account Managers, Regional Relations, Government Agencies, Corporate Security, Legal and Customers. Investigate, research, and analyze customer complaints within a prescribed period of time that may be submitted from a variety of different channels. Use Continuous Improvement tools to identify defects and improve processes. Participate on project teams as needed and assigned. Minimum Education & Experience Requirements High School Diploma or GED and the knowledge and capabilities typically acquired through 2+ years of customer service experience. Other Qualifications Preferred Working knowledge of GIS 1+ year of Maximo experience 1+ year of SAP/CRM experience. Other Requirements Proficiency with InService software application with minimal instruction or guidance. Proficiency with Microsoft Office typically attainable through 1+ year(s) of substantive experience. Understanding of geographical information system (GIS) mapping systems. Working knowledge of customer billing systems. Ability to work in a team and/or matrix structure, supporting multiple projects. Analytical and problemsolving skills consistent with the ability to identify key issues from a broad range of alternatives, and recommend optimal solutions for various situations. Proficient verbal, written and presentation skills; communicates clearly, with credibility and confidence; extensive active listening skills. Evolving organization and planning skills and the ability to apply continuous improvement (CI) principles to affect tangible, positive outcomes. Additional Information Incumbents may engage in all or some combination of the activities and accountabilities, and utilize a variety of the competencies cited in this description depending upon the organization and role to which they are assigned. This description is intended to describe the general nature and level of work performed by incumbents in this job. It is not intended as an all-inclusive list of accountabilities or responsibilities, nor is it intended to limit the rights of supervisors or management representatives to assign, direct and control the work of employees under their supervision.
  • 1
  • Negotiable
  • None
  • None
  • Re-89633
  • Permanent
  • 5

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