Dispatcher Analyst I

Title: Dispatcher Analyst I    
Company: Peoples Gas System
State and City: Florida   -  Tampa
Shift: 10 Hr. Day - Tu-F

Our People are our greatest investments.  TECO Peoples Gas offers competitive pay, a comprehensive benefits package and opportunities for growth and development in a friendly and professional work environment. 

If you are interested in a career and not just a position, TECO Peoples Gas is the place to be!  

TECO Peoples Gas is the largest natural gas distributor in Florida serving more than 400,000 customers across the state. Just as it was 125 years ago when we started as Tampa Gas Company, natural gas is today’s No. 1 choice for reliable energy.  Join our team of energy experts as we build on that legacy through innovation and cost-effective sustainable energy solutions all while keeping top-notch customer service at the center of all we do. 

TECO Peoples Gas is a subsidiary of Emera Inc., a family of energy companies which also includes Tampa Electric and New Mexico Gas Company. Emera provides energy to residential and commercial customers in the United States, Canada, and the Caribbean, with career opportunities available in all of these locations. 

Dispatcher-Analyst Progression

This is a three-level progression.  Advancement to a higher level is based on value added to the Company through increased duties, responsibilities, and accomplishments.  Advancement is not automatic, i.e. based solely on time in the job, but will be based on the employee’s performance, qualifications, and the business and/or technical needs of the department.

WORKING CONDITIONS
Weekly shifts with occasional overtime in a fast-paced operations office or home if deemed necessary environment. Some travel may be required on an occasional basis. 

PHYSICAL DEMANDS/REQUIREMENTS
Must have vision correctable to 20/40.
Must be physically capable of working indoor/outdoor environments. 
Must be able to sit or stand for 12-hour shifts.

POSITION CONCEPT
The Dispatcher Analyst will be responsible for analyzing and dispatching daily workload for field technicians and contractors, ensuring route accuracy and appropriate dissemination of work for PGS (Peoples Gas System) Operations. The verification of all schedules and resources will be achieved to ensure timely and reliable service to customers in accordance with the corporate business plans. Uses independent judgment to dispatch field technicians and contractors efficiently, effectively, and safely to respond to emergencies, urgent and non-emergency work orders as appropriate. Working in a fast paced and demanding environment, prioritizes work suitable to its urgency, ensures all work orders are completed, and customer appointments are kept on time. Responsible for maintaining accurate information within the Work and Asset Management (WAM) Business System. Supports Operations personnel and other resources to include and not limited to: Customer Experience, Meter Services, and Billing & Collections Departments. 

ADVANCEMENT IN PROGRESSION
Advancement to a higher level is based on value added to the Company through increased duties, responsibilities, and accomplishments.  Advancement is not automatic, i.e., based solely on time in the job but will be based on direct observation of the employee’s performance, accomplishments, qualifications, and the business and/or technical needs of the department. 

SUPERVISION
No supervisory responsibility but must be able to assist in leading a work group. Must provide guidance, training and leadership to Scheduler-Coordinators, Operations and Administrative team to accomplish company objectives, goals, and work assignments. The Dispatcher - Analyst has the authority to provide direction to field technicians to ensure timely completion of the daily workload.    

RELATIONSHIPS
Key Internal:  Interfaces with all levels of Company personnel. Primary relationships are with Operations, Customer Experience, Meter Services, Billing, Safety and Scheduler-Coordinators.

Key External:     Customers, contractors, emergency, and non-emergency agencies. 

LEVEL 1 – Dispatcher – Analyst I
Works with a mentor and receives guidance on assignments of moderate complexity and variety; Periodically, granted moderate decision-making responsibility requiring independent judgement within multiple assigned service area of responsibilities, developing skills and independence over time.
 
PRIMARY DUTIES AND RESPONSIBILITIES                             

• Dispatches daily workload for field technicians and contractors, ensuring route accuracy and appropriate distribution of work.                    
• Responsible for ensuring the accurate completion of work orders as required. Responsible for updating records in a timely fashion to represent and notify service areas and others of completion of identified work.
• Maintains communications with Customer Experience Departments, Operations Management, Scheduler-Coordinators and Centralized Dispatchers on work order issues. Creates, assigns, updates, and corrects work orders in SAP, WebIC, ISU, FIORI and the Work and Asset Management (WAM) Business System as needed.                          
• Meets work deadlines with regards to daily tracking and work shifting of field technicians to meet customer appointments and high priority work.                    
• Interfaces with customers and customer service personnel as needed regarding appointments and field issues. Investigate and recommend timely resolutions of customers concerns by collaborating with Operations to provide excellent customer service.             
• Maintains customer Gas Service Agreements and New Construction move-ins within SAP and Work and Asset Management (WAM) Business System.                           
• Attentive coverage of the gas dispatch hotline to provide support to Customer Experience Departments and field technicians. Manages safe and rapid emergency work order response.                                             
• Interface regularly with the Scheduler-Coordinator to aid in creating short-term work plans.                                                         
• Will perform additional duties and responsibilities and assist other personnel as needed. 

QUALIFICATIONS
Education:
Required:          

•  High School Diploma or GED.

Preferred:    

• Applicable Associates degree, two-year technical degree or technical certification may be considered in lieu of up to two years of related experience. 
• Bachelor's degree may be considered in lieu of up to four years of related experience.                                                 

Related Experience
Required:    

• Minimum of four (4) years of related support work experience in an engineering, construction, or utility environment. Experience consists of the coordination and dispatching of work orders or complex tasks.               

Preferred:        

• Minimum of four (4) years‘ experience in the natural gas industry. 
• Proven leadership on projects and other various assignments of complexity and diversity.
• Demonstrated experience in SAP.

Knowledge/Skills/Abilities (KSA)                                

Required:    

• Ability to work effectively in a team environment that is fast paced and highly deadline driven. 
• Must communicate clearly and effectively both orally and in writing. 
• Align the implementation of work completion with Business Goals. 
• Ability to read and comprehend policies, procedures, and instructions. 
• Must use good judgment, prioritize work assignments, work independently, and be multi-tasked oriented.   

Preferred:    

• Ability to work independently, be self-motivated and organized while meeting necessary time sensitive deadlines.
• Must be able to efficiently use computer hardware and software for spreadsheets design, data manipulation/analysis and to produce graphic material and presentations. 
• Standard Query Language (SQL), report development skills (SQL/Oracle/Access).    
• Working knowledge of rules and regulations pertaining to the natural gas industry. 
• Working knowledge of Share Point, FSM, WAM (Work Asset Management), Excel, Power BI, Microsoft Teams, and SAP, WebIC, FIORI and ISU system.  
• Working knowledge of PGS (Peoples Gas System) administrative, Customer Experience, and local PGS Operations policies and procedures, and Peoples Gas Geographic territory.     
• Knowledge of work order types, terms used and physical fulfillment requirements of all types of work orders.                                             

The successful applicant will be required to take and pass a Baseline Medical Examination as part of the pre-employment screening once an offer has been accepted. A pre-employment drug screening, as well as a background check (including education, employment, criminal, and motor vehicle) will also be conducted as part of the pre-employment screening.

TECO offers a competitive Benefits package!!

Competitive Salary *401k Savings plan w/ company matching * Pension plan * Paid time off* Paid Holiday time * Medical, Prescription Drug, & Dental Coverage  *Tuition Assistance Program * Employee Assistance Program * Wellness Programs * On-site Fitness Centers * Bonus Plan and more!

STORM DUTY REQUIREMENTS....Please make sure to read below!!!  Responding to storms will be considered a condition of employment.

TECO Energy and its companies serve a role in providing critical services to our community during an emergency. Team members are required to participate in the response/recovery activities related to emergencies/disasters to maintain service to our TECO Energy customers. Team members are required to work in their normal job duties or other assigned activities. Proper compensation will be made in accordance with the company's rules and procedures.

TECO Energy is proud to be an Equal Opportunity Employer.

TECO Energy is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability status, veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by law, except where physical or mental abilities are a bona fide occupational requirement and the individual is unable to perform the essential functions of the position with reasonable accommodations.

In order to provide equal employment and advancement opportunities for all individuals, employment decisions at TECO Energy will be based on skills, knowledge, qualifications and abilities.

Pay Transparency Non-Discrimination Statement

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)

ADA policy

It is the policy of TECO Energy to provide reasonable accommodation for all qualified disabled individuals who are employees and applicants for employment, unless it would cause undue hardship. The corporation will adhere to applicable federal and state laws, regulations and guidelines, including, but not limited to the Americans with Disabilities Act (ADA) of 1990 and section 503 and 504 of the Rehabilitation Act of 1970s.

Application accommodations

Applicants may request reasonable accommodation in the application process five business days prior to the time accommodation is needed.

Pre-employment physical exams may be required for positions with bona fide job-related physical requirements regardless of disability.