Title: Dispatch Analyst    
Company: Peoples Gas System
State and City: Florida   -  Tampa
Shift: 10 Hr. Day - M-Th

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.

WHAT YOU’LL DO

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. 

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.

Day-to-Day 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. 

What We’re Looking For

Must Haves:

• High School Diploma or GED.
• 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.
• 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.   

Nice-to-Haves:

• 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.     
• 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.
• 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.                   

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

• 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.

Competencies:

• Takes Ownership and Acts with Integrity
• Drives Business Excellence for Customers
• Builds Collaborative Relationships
• Cultivates Innovation and Embraces Change
• Thinks Strategically and Exercises Sound Judgment

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. A physical may be conducted if required for the role.