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Dispatch Team Lead Electric Distribution (Grand Rapids)

Join a diverse and dynamic team that makes and delivers the most valuable services in the world: electricity and natural gas.  At Consumers Energy, our customers are at the heart of everything we do.  Our employees work around the clock to provide service to our customers in honor of our history and to fulfill our promise to Michigan - Count on Us!  Consumers Energy, the principal subsidiary of CMS Energy and headquartered in Jackson, Michigan, provides natural gas and electricity to nearly 6.8 million of Michigan's 10 million residents in all 68 Lower Peninsula counties.

 

Department Summary

 

The Electric Dispatch & Scheduling Department is responsible for the Consumers Energy’s 24/7 Low Voltage Distribution (LVD) Electric Dispatch Operations.  The department consists of approximately 45 employees and operates out of 3 Work Management Centers located in Saginaw, Jackson, and Grand Rapids. Grand Rapids is responsible for 24/7 operations, while Saginaw and Jackson operate on a 16/5 schedule Monday thru Friday, and as needed to support high workload conditions.  The department is responsible for emergency response during storm and normal day operations. In addition, the department is responsible for running Electric Meter Operations during afterhours, weekends, and holidays.  The primary goals of the department include outage response and response to emergency situations involving the public and employee safety. LVD Electric Dispatch Operations is an integral part in serving customers in a safe fashion, while providing quick response to their needs.

 

Job Description/Responsibilities

 

This posting is for an Electric Dispatch Team Leader position located in the Grand Rapids Service Center. The Electric Dispatch Team Leader may be required to work a day / afternoon / or night shift schedule as required by the needs of the business.

 

The Electric Dispatch Team Leader position is responsible for leadership and management of full-time Electric Dispatchers in the Work Management Center.  A successful candidate will be able to work side by side with another Team Leader to manage the day to day operation.  The Electric Dispatch Team Leader is an effective leader, and change agent who will help lead the department through change initiatives which optimize efficiency and customer service.

 

Electric Dispatch Team Leader responsibilities include:

 

  • Supports field operations and their staff and is considered the "go to" person to meet Key Performance Indicators (KPIs), including: 
  • Customer Outage Minutes
  • Down Wire Response
  • 8-hour Normal by
  • JD Power Reliability Scores, and other MPSC measures.
  • Initiate and implement new processes to promote the highest level of customer value.
  • Participate in / direct emergency or non-emergency situations that can impact employee and public safety, system integrity, customer interruptions and services.
  • Provide crews radio support and expertise from the Work Management Centers to the local headquarters (this includes preparing and approving switching and tagging clearances and issuing field control and distribution authority).
  • Responsible for as-needed storm coverage and are considered a critical position for storm operations and restoration.
  • Responsible for on-call weekend and after-hours coverage, based on an on-call schedule shared amongst all team leads.
  • Responsible for making staffing decisions, evaluating employee performance, and managing their employees and their own professional development.
  • May include project and change initiative leadership and/or development and direction of others in the job family. They are called on to anticipate operational roadblocks and respond in a timely manner.
  • Ensure Company is meeting consistent compliance with regulatory and code requirements, major incident notifications to the appropriate levels of management and resolving MPSC issues and customer complaints.

 
Required Qualifications
 

  • Two or more years of applicable experience.
  • A Bachelor’s degree or equivalent combination of education & experience.


Preferred Qualifications
 

  • Understanding of Regulatory requirements for Electric Systems.
  • Experience in planning, project management, scheduling, business analysis, and work management.
  • Experience in Electric Dispatch Operations.
  • Experience and working knowledge of the OM&C Working Agreement, union issues, comprehensive and advanced knowledge of field operations.

 

Expectation of providing leadership and training on the following systems:

 

  • Call out system for employees (ARCOS)
  • SAP (front/back office)
  • Dispatching application for work order assignments (OMAR)
  • Outage Management System (OMS)
  • Radio Field System
  • GPS tracking system (Track Star)

 

Essential Functions
 

  • Dispatch Team Leader supports the dispatching functions for the crews, service workers, meter workers and contractors.
  • Plans and prepares schedules to support 24x7 operations to maintain coverage for emergency response.
  • Updates management about response and status for emergency situations.
  • Analyzes designs and construction data to assist dispatchers in customer committed, planned or emergent work.
  • Works with the Scheduling department to notify of situations where schedules need to be altered or delayed due to emergency response.
  • Prepares, analyzes, and looks at trends for operational reports.
  • Takes action and proposes solutions based on the analysis of the operational reports and business knowledge.
  • Understands and follows Company established procedures for safety, work methods and dispatching.
  • Assists in customer contact and communication.
  • Utilizes effective communication skills to answer inquiries from coworkers, customers, other departments, or the public.
  • Attends and presents at internal and/or external meetings.
  • Provides support services in a legal and ethical manner.
  • Regular attendance is expected.
  • Facilitate meetings and conduct presentations.
  • Excellent communication skills on the phone, radio, email, face to face, etc. – Be able communicate with customers, contractors, and company employees.
  • Using a computer for up to 8 hours or more per day – Be able use, monitor, analyze multiple software applications at once and be able to type at least 30 words or more per minute.
  • Follow Written and Oral work Instructions –Be able to follow Job Aids and Work Instructions.
  • Writing/ Taking notes – Be able to write and take notes or fill out paper forms.
  • Be able to use standard office equipment – Copy machine, fax, printer.
  • Leads, manages, coordinates, and assists teams of employees that may not directly report to the role.
  • Position supports electric and gas service work scheduling and dispatching.
  • Responsible for overseeing timely response to emergent/emergency situations.
  • Responsible for understanding schedules that meet commitments that have been made to customer and analyze emergency impact on those schedules.
  • Position includes day-to-day supervision of employees, often located in multiple headquarters.
  • Responsible for the planning, organization, coordination, evaluation and supervision of employees assigned to the operation.
  • Responds to complaints and requests for information.
  • Analyzes incidents for high customer impact to determine the sequence of events and actions taken.
  • Participates in Company initiatives and committees.
  • Investigates and completes necessary incident reports and accident reports.
  • Maintains records.
  • Understands maintenance and construction work for electric and gas transmission and distribution systems.
  • Participates in strategy development and implements strategy to meet breakthrough goals.
  • Conducts regular safety meetings and understands organization impact on safety.
  • Understands and can operate in Incident Command Structure.
  • Project management skills to improve operational processes and procedures.
  • Knowledge and understanding of the working agreement.
  • Knowledge of change management principles.
  • Understanding of business drivers and operational priorities.

 
Hours and Travel
 

  • This position require the individual work 40 hours per week with 85% of time spent in the office or specific field locations.
  • Requires employee to participate in an on-call weekend and after-hours support rotation.
  • Requires storm support, which will involve 12-16 hour shifts and the need to travel to other locations during those events.
  • Requires major incident support, which may involve extensive work hours or need to travel to other locations.
  • Position will require after hours response for both emergent and non-emergent situations.
  • Position will require frequent monitoring of employees in a 24/7 operation.
  • Position will require response to storm related activity.
  • Position will require being placed on a yearly on call rotation.
  • Position will require travel to locations where storm related activity or emergent work is located.
  • Position will require training on extensive software and technology utilized in safety procedures and resource routing.
  • Position will require knowledge of the working agreement and call out expectations’ afterhours.

 
Physical Demands
 
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
 
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
 

  • While performing the duties of this job, the employee is regularly required to sit; stand; walk; and stoop, kneel, crouch, or crawl; use hands to finger, handle, or feel objects, tools, or controls; and reach with hands and arms.
  • The employee frequently is required to talk or hear.
  • The employee must frequently lift and move up to ten pounds and occasionally lift and move up to twenty-five pounds. The recommended maximum weight for employees to lift without the aid of other employees or a lifting device is 35 pounds.
  • Specific vision abilities required by this job include close vision, depth perception, and the ability to adjust focus.

 
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job:
 

  • The noise level in the work environment is usually moderate.
  • The noise level on the field site is often loud.

 

Application Deadline
This Job opening is posted for a minimum of seven (7) calendar days. This job may be removed from posting boards and filled any time after the minimum posting period has ended.

 Position will be filled at the appropriate salary grade based upon the skills, knowledge, and experience of the selected candidate. All qualified applicants will not be discriminated against and will receive consideration for employment without regard to protected veteran status, disability, race, color, religion, sex, sexual orientation, gender identity or national origin.
Posted
12/17/2020
Salary Range
$46,000.00 - 99,000.00
per Year
Salary range estimated by
Location
Grand Rapids, MI 49501, US