Work Management Specialist I or II

Duke Energy Corporation•Durham, NC

3d•Hybrid

About The Position

This position provides work management, technical, and analytical support for Delivery Operations. The specialist handles work order execution in Maximo and SS9, handles CRTs, reviews BPEMS, researches SAP orders before dispatch, monitors the street lighting repair team email box for escalated customer complaints, and supports street lighting repair technicians in the field. The position also handles onboarding and offboarding of field technicians and analyzes pending and future-dated streetlight work requests for dispatch to field resources. The incumbent uses independent judgment and initiative within established processes and standards to deliver accurate, timely results that support safety, reliability, storm restoration, and cost management while providing exceptional customer service. The role maintains customer service for operations, management, and customers; communicates reliability details; takes ownership of customer issues; tracks job status; monitors reports and process adherence; researches and resolves problems; supports scheduling; and audits work and billing. Cost-management duties include verifying accounting, meeting accrual and entry deadlines, reconciling work order materials, labor, and equipment, resolving errors, preparing work orders for close-out, processing contractor invoices, ensuring accurate timesheets, creating follow-up work orders, and preparing approvals and invoices for various costs. The specialist also supports emergency restoration by allocating assignments to damage assessors, clearing events in outage management tools, updating storm resource tracking, and supporting reliability programs. The position participates in safety meetings, follows office safety and ergonomic guidelines, supports corporate initiatives, and pursues continuous learning and development. The preferred location is Durham, North Carolina, though candidates within Carolinas East may be considered. The position is hybrid after onboarding, with work performed remotely and onsite. Employees must live within a reasonable commute (no more than 50 miles one way) of their assigned Duke Energy facility and are expected to report there as directed, averaging three full workdays per regular workweek. Travel is 5–15%.

Requirements

Work Management Specialist I: High school diploma or GED and at least one year of related work experience.
Work Management Specialist II: High school diploma, or one to three years of Customer Delivery experience in lieu of a degree.
Valid driver's license.
Working knowledge of Microsoft Office software.
General knowledge of applications used in Customer Delivery.
Good judgment and effective written and verbal communication skills.
Ability to collaborate in a team and work independently to resolve problems.
Flexibility and dependability during normal work hours and after-hours emergency storm restoration.
Ability to prioritize work and adapt to changing work environments, processes, and policies.
Ability to work hybrid, report to the assigned facility as directed, and live within 50 miles one way of that facility.

Nice To Haves

Proficiency in system applications used in Delivery Operations.
Previous customer service experience, including one to three years of customer service support.
Excellent customer service skills.
Effective written, verbal, and interpersonal communication skills.
Ability to manage stressful situations.

Responsibilities

Execute work orders in Maximo and SS9; handle CRTs, review BPEMS, and research SAP orders before dispatch.
Monitor the street lighting repair team email box for escalated customer complaints and support field technicians.
Onboard and offboard field technicians.
Analyze pending and future-dated streetlight work requests and dispatch them to field resources.
Communicate reliability details, facilitate communication between internal and external customers, take ownership of customer issues, and report job status to appropriate personnel.
Monitor reports for process adherence and customer-related goals, provide feedback to supervision, and research and resolve customer issues, including root-cause analysis.
Maintain knowledge of Engineering and Construction standards, compatible units, and construction prints used in Delivery Operations.
Audit work to ensure customers are billed accurately and on time, and ensure work is scheduled to meet established timelines.
Verify and apply correct general ledger accounting and adhere to accrual timelines and system entry cutoff dates.
Reconcile work order materials, labor, and equipment with actual field construction; resolve errors and prepare construction work orders for close-out, including reporting units of property to Asset Accounting.
Audit, reconcile, and process contractor invoices, checking documentation, contracts, pay items, and time and equipment charges against timesheets.
Ensure timesheets are accurately completed and recorded in accordance with payroll guidelines.
Create cost-effective follow-up work orders using appropriate resources and skillsets.
Obtain approvals, calculate costs, and generate invoices for governmental lighting, Department of Transportation highway relocation, property damage claims, and miscellaneous costs.
Provide emergency restoration support, including assigning events to damage assessors, clearing events in outage management tools, and updating storm resource tracking and outage management tools.
Support Delivery Operations reliability programs and processes using work management applications.
Participate in safety meetings, follow ergonomics and office safety guidelines, support corporate initiatives, and pursue continuous learning and development.