Supervisor, Customer Engineering Administration - Oahu, Maui, Hawaii Island

Supervisor, Customer Engineering Administration

The H BE CUSTOMER ENGINEERING SUPPORT Department of the P CUSTOMER ENGINEERING Division at Hawaiian Electric Company has 1 Management vacancy available. This position may be filled on Oahu, Maui, or Hawaii Island.

Supervises the daily operation and functions of the Customer Engineering Administration Department, spanning operating companies on Oahu, Maui County and Hawaii Island to achieve the company's goals. Provides World Class Customer Experience for Customer Engineering customers and contractors.

Administers department personnel matters including performance evaluations and interviews, employee recognition, and discipline. Oversees the processing of electrical service requests by the staff. Identifies and implements Continuous Improvement. Coordinates all work activities and projects including work assignments, staff development and training, safety and security, work schedules, etc. Ensures customer needs are met in a professional, timely and proactive manner. Serves as the liaison to resolve customer issues that may arise in own or other departments. Handles escalations for the Customer Engineering Administration team including customer and contractor issues / complaints.

Manages the operations and functions of Rule 13-S, the Special Subdivision Project Provision (SSPP) Program. Determines qualifications, defines boundaries and responds to inquiries. Monitors proposals, reviews and signs SSPP contracts with a notary, created by the SSPP Accounts Clerk. Also performs internal audit, calculates annual refunds and transfers to CIAC.

Manages the operations and functions of Rule 13, Advance Refunds on Hawaii Island and Maui County.

Participates in the decision-making process to determine the Customer Engineering Administration Department's expenditures. Assists the Fiscal Administrator with the Customer Engineering Administration Department's O&M and five-year capital budget forecasts.

Analyzes and evaluates business data and information, researches best practices to design and develop process improvements to improve productivity and efficiency and ensure an exceptional customer experience.

Subject Matter Expert (SME) for the Sarbanes Oxley (SOX) process for the T&D Engineering Department on Hawaii Island for SSPP (Special Subdivision Project Provision) and for the T&D Engineering Department on Hawaii Island and Maui County for Advance Refunds.

Participates in Company emergency response activities as assigned, including any activities required to prepare for such emergency response.

Bachelor's degree in engineering, science, business or equivalent education and experience preferred. Thorough understanding of contract administration is desired. Knowledge of budgeting, data processing and computer fundamentals, project management, construction estimating, job cost and labor management systems, supervision skills preferred. Knowledge of the rates and tariffs such as Rule 13 (Line Extensions), 13S (Special Subdivision Project Provision), Rule 14 (Service Connections and Facilities on Customer's Premises) preferred. Knowledge of policies and procedures contained in documents such as the Collective Bargaining Agreement, Safety and Health Manual, Corporate Code of Conduct, etc. preferred. Working knowledge of personal computers, and related software applications such as excel spreadsheets, word processing, power point, etc. required. Working knowledge of statistical analysis and work management improvement techniques.

Demonstrated in-depth analytical and administrative skills required for researching, developing, analyzing, and monitoring projects; and carrying out Company / Division policies and procedures. Demonstrated skills in communication (all encompassing), conflicts, etc. Ability to multi-task and remain flexible in a demanding work environment and adapt to rapidly changing priorities. Demonstrated ability to work with a variety of customers and maintain professionalism while promoting good relationships between the Company and its customers. Ability to read and interpret construction drawings. Must have or be able to qualify for a State of Hawaii driver's license. Must meet the standards for driving positions stated in the Hiring Standards for Driving Positions policy. These standards may be adjusted periodically to meet business and safety objectives. This position requires very strong leadership, communication, and time-management skills; mentoring, coaching and developing high-performance employees; thorough understanding and functionality of the Customer Information System (CIS), Interactive Voice Response (IVR), rules and rates, products and services, Customer Interconnection Tool (CIT) on Hawaiian Electric's website, Public Utility Commission (PUC) regulatory rules and tariffs.

A few years (1-2) of experience with the application of Rule 13 and Rule 13S line extensions preferred. A few years (1-2) of experience with application of complex rules and procedures preferred. A few years (1-2) of experience with budgeting systems and O&M forecasting systems. A few years (1-2) of experience supervision in an office setting; bargaining unit supervision experience preferred.