Senior Field Service Coordinator - Residential Solutions

Duke Energy Corporation•Greenville, SC

3d•Hybrid

About The Position

Build an exciting, rewarding career with us – help us make a difference for millions of people every day. Consider joining the Duke Energy team, where you'll find a friendly work environment, opportunities for growth and development, recognition for your work, and competitive pay and benefits. This position is responsible for overseeing the recruitment, developing, training and managing a network of licensed contractors and their technicians (HVAC/Electrical/Plumbing/Appliance) that provide service in a geographical area for all Retail Programs program offerings. Support growth initiatives by leading efforts to aquire necessary licenses, obligor and insurance requirements to ensure National, Regional and State compliance. Identify & recruit national service providers to deliver product offerings across all Duke Energy service territories. This position also provides training and support to those providers to complete the installation and service ensuring the customer experience while controlling cost and contributing to each program’s profitability. Responsibilities include but are not limited to inventory control, ensure contractual compliance, on-site inspections, escalation management, and field evaluation of technical task and resolution of customer claims regarding residential offerings.

Requirements

Bachelors Degree in Engineering, Business Administration, Construction Management or related degree and four (4) years related work experience OR High School/GED degree and eight (8) years related work experience
Valid Driver's License

Nice To Haves

Bachelor's Degree and six (6) years of related work experience
Licensed Electrician
Licensed Electrical Contractor
Residential Electrical Inspector Accredited Certification
HVAC or PLUMBING Certification
HVAC Accredited Certification
Journeyman Certificaton
Certified Building Contractor
Residential electrical, mechanical or construction work experience under a State Licensed/Registered Contractor or Energy Company
Currently hold all necessary pre-exam qualifications for either North Carolina, South Carolina or Florida Unlimited Electrical or General Contractor license.
Currently hold all necessary pre-exam qualifications from a state with a reciprocity agreement with either North Carolina, South Carolina or Florida for Unlimited Electrical or General Contractor license.
Currently hold an active Unlimited Electrical or General Contractor license for either North Carolina, South Carolina or Florida.
Currently hold a Unlimited Electrical or General Contractors license from a state with a reciprocity agreement with either North Carolina, South Carolina or Florida.
Currently hold an inactive Unlimited Electrical or General Contractors license for either North Carolina, South Carolina or Florida which is qualified for activation.
Currently hold an inactive Unlimited Electrical or General Contractors license from a state with a reciprocity agreement with either North Carolina, South Carolina or Florida.
Strong understanding of contractor business operations and the key factors influencing service provider performance.
Demonstrated ability to work independently, deliver measurable results, and make sound business, customer satisfaction and claims payment decisions with minimal supervision.
Ability to support contractors with necessary operational changes resulting from corporate system updates
Experience facilitating in-person and virtual training sessions.
Advance knowledge of residential systems, including electrical wiring, plumbing, HVAC, and appliance repair.
Exceptional face-to-face and phone communication skills, with proven success in managing customer escalations and engaging contractors through recruitment and relationship-building.

Responsibilities

Oversee quality and customer experience of daily service work of service technicians providing fulfillment of programs to ensure code compliance, financial O&M targets, customer experience and delivery KPIs are met.
Oversee and lead escalation process with customer, vendor operation managers, code enforcement officials and manufacturer’s representatives ensuring resolution meets financial and service level agreements.
Assist with issue resolution and customer escalations associated with the Customer Experience app and contractor network.
Recruit, hire, negotiate price increases, ensure contractor invoice compliance and train a network of electrical, HVAC, plumbing and appliance service providers that deliver products and services to DE customers within an assigned territory.
Establish and maintain Service Level Agreements with contractor network regarding services offered through the Customer Experience App.
Support Retail Program’s leadership as expert in identifying risks, barriers and opportunities to launch new residential and/or commercial product offerings and implement the expansion of existing program offerings.
Lead efforts to aquire necessary licenses, obligor and insurance requirements to ensure National, Regional and State compliance.
Identify & recruit national service providers to deliver product offerings across all Duke Energy service territories.
Establish new service offerings from the contractor network that can be leveraged in the Customer Experience App (ex: set pricing for maintenance services, subscription services, bundled services, ad-hoc services, etc.).
Responsible for vendor inventory levels to meet installation KPIs and service levels.
Ensure product quality and financial accountability for all company-owned products and equipment.
Negotiate and/or administer contracts with trade allies regarding fee structure, delivery schedule, and service level and program compliance.
Monitor and inspect to ensure vendor performance and compliance with terms of agreements.
Ensure vendor licensing and insurance requirements are in-line with terms and conditions of agreements, including State, County