Work Management Specialist I or II

Duke Energy•Durham, NC

1d•Hybrid

About The Position

The Work Management Specialist is responsible for work order execution in Maximo and ss9, handling CRTs, reviewing BPEMS, researching SAP orders before dispatch, monitoring the street lighting repair team email box for escalated customer complaints, and supporting field technicians. The role analyzes pending and future-dated streetlight work requests and takes appropriate action to dispatch them to field resources. It also provides technical, analytical, and work-management support for Delivery Operations, including onboarding and offboarding field technicians. Working within established processes and standards, the incumbent uses independent judgment and initiative to complete assignments and deliver accurate, timely results that support safety, reliability, storm restoration, cost management, and customer service. The role maintains customer service for operations, management, and customers; coordinates communication and reports job status; monitors process adherence; and researches and resolves customer issues. It supports cost management by reviewing accounting, accruals, invoices, work order materials, labor, equipment, contractor charges, timesheets, and construction work order close-out. It also supports reliability programs and emergency restoration, including damage-assessor assignments and updates to storm and outage-management tools. The position supports safety culture, office safety, corporate initiatives, and ongoing learning and development. The preferred location is Durham, North Carolina, with consideration for candidates within Carolinas East. The exact location is determined at offer based on business needs. This is a hybrid position: after onboarding, work is performed remotely and onsite, with employees expected to report to their assigned Duke Energy facility as directed, averaging three full workdays per regular workweek. Hybrid employees must live within a reasonable commute of no more than 50 miles one way. Travel is 5–15%.

Requirements

Work Management Specialist I: High school diploma or GED, at least 1 year of related work experience, and a valid driver's license.
Work Management Specialist II: High school diploma or 1–3 years of Customer Delivery experience in lieu of a degree, and a valid driver's license.
Working knowledge of Microsoft Office software.
General knowledge of applications used in Customer Delivery.
Good judgment and effective decision-making.
Effective written and verbal communication skills.
Ability to collaborate effectively in a team environment and work independently to resolve problems.
Flexibility and dependability during the normal work schedule and during after-hours emergency storm restoration.
Ability to prioritize work effectively and support changing work environments, processes, and policies.
Must possess all basic/required qualifications to be considered.
Must be able to work lawfully in the U.S. without employment-based immigration sponsorship, now or in the future.
For the hybrid arrangement, must live within a reasonable commute of the designated Duke Energy facility, no greater than 50 miles one way.

Nice To Haves

Proficiency in system applications used in Delivery Operations.
Previous customer service experience; the posting also lists 1–3 years providing customer service support as an additional preferred qualification.
Excellent customer-service skills.
Knowledge of Microsoft Office software.
Effective written and verbal communication and interpersonal skills.
Flexibility and dependability during normal schedules and emergency storm restoration.

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 street lighting repair technicians in the field.
Analyze pending and future-dated streetlight work requests and take appropriate action to dispatch them to field resources.
Onboard and offboard field technicians.
Provide technical, analytical, and work-management support for Delivery Operations.
Communicate reliability details to external customers, take ownership of customer issues through resolution, facilitate communication, and report job status to appropriate personnel.
Monitor reports for process adherence, provide feedback to supervision on coaching opportunities, and maintain knowledge of relevant Engineering and Construction standards, compatible units, and construction prints.
Audit work to ensure customers are billed accurately and on time, and ensure work is scheduled to meet established timelines.
Research, perform root-cause analysis, and resolve customer issues.
Verify and apply correct general-ledger accounting; meet accrual timelines and system-entry cutoff dates; and ensure invoices are recorded and sent to the appropriate department for accrual processing.
Reconcile work order materials, labor, and equipment against actual field construction; resolve errors; and prepare construction work orders for close-out, accurately reporting units of property to Asset Accounting.
Audit, reconcile, and process contractor invoices, ensuring documentation, pay items, contracts, time charges, and equipment charges are accurate.
Ensure timesheets are accurately completed and recorded in the time-management system in accordance with payroll guidelines.
Create work orders for follow-up work using the most cost-effective resource and skillset.
Obtain approvals, calculate costs, and generate invoices for governmental lighting, Department of Transportation highway relocation, property damage claims, and miscellaneous costs.
Prepare for and provide emergency restoration support, including allocating event assignments to damage assessors and clearing events in outage-management tools.
Update storm resource tracking and outage-management tools during storm restoration.
Support execution of Delivery Operations reliability programs or processes using appropriate work-management applications.
Participate in safety meetings, support the Human Performance safety culture, follow ergonomics and office safety guidelines, support corporate initiatives, and pursue continuous learning and development.