Supervisor, AMI Support (Hybrid Schedule)

Eversource Energy•Westwood, MA

11d•$119,350 - $132,610•Hybrid

About The Position

Eversource will not offer immigration-related sponsorship for this position (e.g., H-1B, O-1, J-1, TN, E-3, etc.). Applicants requiring visa sponsorship to start employment with Eversource will not be considered. Eversource supports work-life balance by offering hybrid schedules for certain roles. Eligibility is based on job responsibilities, operational needs, nature of work and team dynamics. Current guidelines require employees to work at least three days in the office, including Tuesdays and Wednesdays, with the third day set by the employee and supervisor based on department needs. These guidelines apply to roles approved for remote work and are subject to change, based on managerial discretion and work performance. All applicants must be able to work up to five days in the office if needed (for example: emergencies, training, or other business needs) or should the policy change. Our Advanced Metering Infrastructure (AMI) Support Supervisor, leads, directs, and supervises Eversource represented and non-represented employees and contractors. This position is responsible for leading the AMI deployment support team. This supervisory position is also responsible for prioritizing work and schedules to ensure commitments to the AMI program are met. This role requires strong leadership skills, analytical skills, exceptional problem-solving abilities, and a strong commitment to customer service. Essential Functions: This position will support AMI deployment, and the overall AMI program. Provides leadership and supervises assigned staff to handle exception processing, customer service, records management, analytics, and deployment office support. Provides planning and support to the overall AMI deployment plan, including the tracking of deployment activities. This position oversees the deployment work order lifecycle from planning to completion. Supervises and participates in the design, testing, and evaluation of AMI systems and processes. Will serve as the subject matter expert for AMI deployment system processes. Maintains currency with evolving AMI network and AMI metering technology. Oversees the completion or a regulatory required transactions and controls, including SOX and Internal Audit compliance. Recommends and oversees the training programs for AMI support personnel. Assists in handling labor relation issues relating to AMI deployment. Analyzes and controls company financial budget including operations and maintenance, materials, overtime, and capital costs to include recommending opportunities to achieve financial goals and requirements. Analyze and diagnose issues causing exceptions in meter and account data. Perform detailed analysis of exceptions to identify patterns and anomalies. Collaborate with cross-functional teams, including IT, field operations, and customer service, to address and resolve exceptions. Drives innovation and change in business processes by leading continuous process improvement efforts. Evaluates, develops, recommends, and implements changes in methods, procedures, and work practices. Provides leadership and direction by ensuring assigned staff understands, and adheres to, business area work practices, procedures, rules and regulations, as well as corporate policies. Leads projects and organizes cross functional teams to develop process improvement recommendations. Performs safety observations and administers safety programs ensuring assigned staff conducts daily tasks in a safe work environment. Work expectations are in the event of work stoppages, emergency events, or project deadlines extended hours will be required beyond the 40-hour work week.

Requirements

Requires technical knowledge in metering, and customer operations.
Ability to use PC desktop applications (Microsoft Word, Excel, Power Point, Project).
Strong written and oral communication skills.
Possesses strong analytical and problem-solving skills.
A Bachelor’s Degree or equivalent work experience.
Five (5) plus years in Metering or Customer Service related experience.
Effective communication and interpersonal skills.
Excellent problem-solving abilities and attention to detail.

Nice To Haves

Build trusting relationships
Manage and develop people
Foster teamwork and cross-functional collaboration
Lead change
Communicate strategic vision
Create an engaged workforce
Focus on the customer
Take ownership & accountability

Responsibilities

Leads, directs, and supervises Eversource represented and non-represented employees and contractors.
Leads the AMI deployment support team.
Prioritizes work and schedules to ensure commitments to the AMI program are met.
Supports AMI deployment and the overall AMI program.
Provides leadership and supervises assigned staff to handle exception processing, customer service, records management, analytics, and deployment office support.
Provides planning and support to the overall AMI deployment plan, including the tracking of deployment activities.
Oversees the deployment work order lifecycle from planning to completion.
Supervises and participates in the design, testing, and evaluation of AMI systems and processes.
Serves as the subject matter expert for AMI deployment system processes.
Maintains currency with evolving AMI network and AMI metering technology.
Oversees the completion of regulatory required transactions and controls, including SOX and Internal Audit compliance.
Recommends and oversees the training programs for AMI support personnel.
Assists in handling labor relation issues relating to AMI deployment.
Analyzes and controls company financial budget including operations and maintenance, materials, overtime, and capital costs to include recommending opportunities to achieve financial goals and requirements.
Analyzes and diagnoses issues causing exceptions in meter and account data.
Performs detailed analysis of exceptions to identify patterns and anomalies.
Collaborates with cross-functional teams, including IT, field operations, and customer service, to address and resolve exceptions.
Drives innovation and change in business processes by leading continuous process improvement efforts.
Evaluates, develops, recommends, and implements changes in methods, procedures, and work practices.
Provides leadership and direction by ensuring assigned staff understands, and adheres to, business area work practices, procedures, rules and regulations, as well as corporate policies.
Leads projects and organizes cross functional teams to develop process improvement recommendations.
Performs safety observations and administers safety programs ensuring assigned staff conducts daily tasks in a safe work environment.
Responds to emergency situations to meet customers’ needs.