UG Process Coordinator - Joint Use & Cable Locating - Akron, OH
About The Position
This position with FirstEnergy Service Company administers the Underground Damage Prevention (UDP) section’s ticket-screening process on behalf of Energy Delivery – Joint Use & Cable Locating. The role processes and assigns dig-request tickets submitted through state one-call associations and represents FirstEnergy operating companies. The position is based onsite at FirstEnergy Headquarters in Akron, Ohio. The coordinator evaluates underground locate tickets, assesses the proximity of requested excavation areas to underground facilities, assigns tickets to locating contractors, and follows up to ensure tickets are transmitted, received, and answered in accordance with applicable laws and company requirements. The role also supports emergency ticket processing, staff training, reporting, system improvements, customer and contractor inquiries, and damage investigations. The position requires collaboration with internal departments, contractors, state one-call centers, and software vendors, as well as participation in storm restoration and availability for extended hours when needed.
Requirements
- Associate’s degree in engineering technology, business, accounting, or a related discipline and 2–4 years of related work experience; alternatively, a high school diploma or equivalent and at least 4 years of related work experience.
- Related work experience includes customer service and customer-related roles.
- Pass the Edison Electric Institute (EEI) Support and Administrative Selection System (SASS) test.
- Understand the Company’s Accident Prevention Handbook and Manual of Operations and their practical application in the workplace.
- Develop a general working knowledge of the purpose and function of distribution electrical systems.
- Develop a general working knowledge of excavation construction methods.
- Develop a general working knowledge of FirstEnergy’s Construction Standards and Engineering Practices.
- Develop a general working knowledge of electronic ticket-management software.
- Develop a general understanding of applicable 811 legal and regulatory requirements.
- Possess and demonstrate conflict-resolution skills.
- Be self-motivated and able to balance competing priorities.
- Have solid verbal and written communication skills.
- Be proficient in Microsoft Office Suite, including Word, Excel, SharePoint, and PowerPoint.
- Be able to learn the Gatekeeper NaviGate USA ticket-management application.
Responsibilities
- Demonstrate a solid commitment to all aspects of safety.
- Screen and process underground locate tickets from state one-call associations in Ohio, Pennsylvania, New York, New Jersey, Maryland, and West Virginia.
- Evaluate each ticket for the dig box’s proximity to underground facilities using electronic ticket-management software and GIS View.
- Assign tickets to contractors for locating and marking as needed.
- Expedite emergency tickets.
- Verify that tickets have been successfully transmitted to locate contractors.
- Verify that contractors have received tickets and responded positively in accordance with state one-call laws and FirstEnergy requirements.
- Train new ticket-screening staff and other dependent departments, such as Claims, in the electronic ticket-screening application.
- Develop and maintain the UDP Daily Scorecard.
- Provide reports and ad hoc queries using electronic ticket-management software data.
- Work with IT and ticket-management software vendors to develop enhancements and troubleshoot problems.
- Collaborate with departments and organizations, including state engineering, Claims, IT, contractors, state one-call centers, and the software vendor.
- Resolve customer, contractor, and excavator inquiries.
- Assist Claims Department staff with investigations of damage to underground facilities.
- Identify process improvements and best practices to support compliance with FirstEnergy’s 811 regulatory commitments.
- Understand applicable state and federal law and company practices relating to underground damage prevention safety.
- Exercise sound decision-making in ticket-screening operations.
- Participate in storm restoration and be available to work extended hours as needed.
Benefits
- Competitive pay plus incentive compensation.
- Company-sponsored pension plan.
- 401(k) savings plan with matching employer contribution.
- Choice of medical, prescription drug, dental, vision, and life insurance programs.
- Skills development training with tuition reimbursement.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
