UG Process Coordinator - Joint Use & Cable Locating - Akron, OH

FirstEnergy•Akron, OH

5d•Onsite

About The Position

The UG Process Coordinator administers the Underground Damage Prevention (UDP) section’s ticket-screening process for FirstEnergy Service Company, representing FirstEnergy operating companies on behalf of Energy Delivery – Joint Use & Cable Locating. The role processes and assigns dig-request tickets from state one-call associations and evaluates their proximity to underground facilities using electronic ticket-management software and GIS View. The position is onsite at FirstEnergy Headquarters in Akron, Ohio. The coordinator works with contractors, state one-call centers, internal departments, and software vendors to support accurate, timely ticket handling and compliance with 811 regulatory commitments. The role also provides reporting, training, inquiry resolution, and support to Claims investigations. Participation in storm restoration is required, with availability for extended hours as needed.

Requirements

Associate’s degree in engineering technology, business, accounting, or a related discipline and 2–4 years of related work experience; OR 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.
Possess 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’s dig-box 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 transmitted successfully to locate contractors and that contractors have received and positively responded to them in accordance with state one-call laws and FirstEnergy requirements.
Train new ticket-screening staff and dependent departments, such as Claims, on the electronic ticket-screening system.
Develop and maintain the UDP Daily Scorecard.
Prepare 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 inquiries from customers, contractors, and excavators.
Assist Claims Department staff with investigations of damage to underground facilities.
Identify process improvements and best practices that support compliance with FirstEnergy’s 811 regulatory commitments.
Understand applicable state and federal laws and company practices related to underground damage prevention safety.
Use sound judgment in ticket-screening operations.
Participate in storm restoration and be available to work extended hours as needed.