Operations Support Representative 3

Position Overview

To provide a wide range of administrative support functions to FortisBC Operations and Engineering.

Responsibilities

Performs all of the duties of an Operations Support Representative 2 (OSR 2) in addition to the following:

• Answers non-routine enquiries and provides a wide range of detailed job information to crews, customers, other utilities and government authorities.  Expedites field resources, tools, equipment, and materials as necessary.  Uses technical knowledge and understanding of operations policies and procedures.
• Analyzes, interprets and communicates a variety of information to support the operations group.
• Receives or initiates reports of system faults or damage and follows FortisBC procedures to notify and assign FortisBC personnel and contact various bodies such as government agencies, municipal engineers, railways, telcos, police, and fire departments, as well as key customers to report proposed construction, maintenance, or emergency activities.
• Processes work orders and notifications.  Enters and/or corrects field completion data to maintain data integrity, including measurement readings, defect and failure data, and follow-on work requirements.
• Orders and arranges required resources – materials, supplies, equipment, deliveries and pick-ups for specific material, 3rd party resources – as requested.  Maintains record of availability of various services.
• Maintains contact with Field Resources regarding scheduled and on-going work and completion dates and information.  Answers enquiries regarding delivery dates, meter identification, requests for field resources, equipment history and job status from internal and external parties.
• May provide direction to the OSR 2 positions.
• Performs related duties of a minor nature related to the above duties, which do not affect the rating of the job.

Requirements

• Education: High School graduation.
• Experience: Nine (9) months directly related relevant work experience, typically gained as an OSR 2.
• Strong organizational skills including the ability to multi-task, prioritize and work under pressure during emergencies, peak workload periods and to meet tight deadlines.
• Strong verbal communication skills including telephone call handling skills, the ability to respond to difficult or demanding situations with tact and diplomacy. Courteous, professional manner in dealing with internal and external contacts including positive interpersonal skills and the ability to work in and contribute to a team environment.
• Strong written communication skills including the ability to correct spelling, punctuation and grammatical errors as required to prepare and compose a variety of external and internal correspondence and process enquiries.
• Working knowledge of computer systems operations, environment and peripherals and various applications software in use in the department (SAP & suite of MS Office products).   
• Knowledge of field operations (Operate & Maintain, Order Fulfillment, Emergency, Meter-to-Cash) processes and procedures.
• Knowledge of work and office processes and procedures.
• Ability to interpret data from a variety of sources.

Additional Information

• This position has restricted holiday availability based on operational requirements, for certain months of the year, as per Article 14 of the MUP/FortisBC Collective Agreement.
• This position may involve shift work or late coverage, depending on customer and operational requirements.  Potential for variable day, afternoon and night shifts – 7 days a week – 24 hours a day.
• Assignment to work groups within Operations Process Support will be dependent on customer and operational requirements.