Customer Outage Coord. Spec I

Duquesne Light Company, headquartered in downtown Pittsburgh, is a leader in providing electric energy and has been in the forefront of the electric energy market, with a history rooted in technological innovation and superior customer service. Today, the company continues its role as a leader in the transmission and distribution of electric energy, providing a secure supply of reliable power to more than half a million customers in southwestern Pennsylvania.

Duquesne Light Company is committed to creating a culture of inclusion. We value and respect the unique differences and experiences of our employees. We believe that our differences lead to better collaboration, innovation and outcomes. We want you to join our team!

Location :Woods Run in Pittsburgh,PA

The Outage Coordination Specialist plays a critical role in the efficient planning, communication, and execution of both planned and unplanned electric service outages. Operating from the utility's Operations Center, this position serves as the central liaison between internal teams (engineering, field crews, metering, scheduling, customer service) and external stakeholders (residential, commercial, and industrial customers), ensuring timely and accurate information is communicated throughout all stages of an outage (before, during, and after). This position is a matrix manager for the Outage Coordination Associate ensuring their ongoing career development and performance management.

Responsibilities:

Outage Planning & Scheduling:

• Coordinate DLC and customer requested planned outages in collaboration with Engineering, Operations Center, Scheduling and Field Operations teams, which may require customer-owned facility access and equipment switching needs with commercial and industrial customers.
• Utilize multiple software systems such as SOM planner, OMS, Falcon, ArcFM, Oracle CCB and others to identify operational impacts and compose scheduling documentation to submit customer details to operational platform.
• Serve as the voice of the customer, evaluate the impact of outages on customers and recommend prioritization of job schedules based on safety, reliability, and customer needs.

Outage Response & Communication:

• Act as the central point of contact during unplanned outages, empowering rapid response coordination with field crews and Operations Center.
• Provide timely and accurate outage updates to internal stakeholders and customers via communication tools (e.g., outage maps, IVR, social media, and EONS), including ETR management and restoration verification review.

Customer Engagement:

• Manage customer notifications and coordination needs related to outages, ensuring clear, accurate, and empathetic communication.
• Serve as a liaison with Commercial and Industrial business customers to provide advanced notice and coordinate outage impacts and restoration timelines.
• Engage Business Services and Project Management Organization (PMO) departments for issues related to DLC planned outage work as it impacts strategic customers and/or large capital projects.

Data Management & Reporting:

• Track and document related jobs for regulatory and internal reporting as needed.
• Analyze trends and develop strategic recommendations for improvements to the outage response and planning processes.

Process Improvement:

• Collaborate with cross-functional teams to enhance outage coordination tools, systems, and procedures.
• Lead after-action reviews and implement lessons learned from outage events.

Education/ Experience:

• Bachelor's degree in utility operations, communications, customer service or a related field required, or an equivalent combination of education and experience may be considered.

• 7+ years of relevant experience in electric utility operations, customer service coordination, or outage management.
• Strong knowledge of electric utility systems, outage management systems (OMS), GIS and SCADA tools (OCFS, SOM PLANNER).

Must possess a positive attitude and strong values that fit with the Company's core values

• Energized to shape the future;
• Bold in thinking and exploration of new possibilities;
• Collaborative in approaching all challenges;
• Responsible in commitment to safety, management of assets and finances and interaction with colleagues, business clients and other stakeholders;
• Selfless in serving the community, both on the job and through volunteerism.

Scope: Primary Focus is on daily deliverables, outputs and reporting. Accountable for managing one's own time and workflow and leads projects and/or large project steps. Work is complex in nature requiring the incumbent to draw on previous knowledge to perform role. Acts independently much of the time, requiring guidance in only complex situations. Has well established capabilities, acts as a resource to less experienced staff on moderately complex issues.

Supervisory: May coordinate the workflow of a given team. May support the review of work and training of other employees.

Decision Impact: Problems and issues faced are vague and require analysis of multiple sources of information for solutions. Draws on significant past experience to perform role. Accountable for direct level of reasoning and decision making.

Hybrid Work: Position follows our hybrid work model, with a minimum of two days working in the office in the Operations Center and the remaining days working remotely. Reporting location and frequency may be subject to change based on job role and department needs. *To support onboarding and a deep understanding of our operations, the incumbent will be expected to work onsite for up to four days per week during the first six months. After six months, a minimum of two inoffice days per week is required, with the understanding that additional onsite presence may be required as business needs evolve.

Storm Roles: All Non-Union Employees will serve in storm roles as appropriate to their role and skillset. Please be sure to discuss storm roles with the hiring manager for this position, as duties can vary across the Company. Examples of storm roles could include but aren't limited to duties such as working with operations for service center support or with the communications, customer service or government affairs teams to respond to public and customer requests for information, etc.

Data Governance: Utilize data to make business decisions as appropriate for the position, support data stewardship activities and partner with IT on underlying data needs.

Disclaimer: The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

EQUAL OPPORTUNITY EMPLOYER

Duquesne Light Holdings is committed to providing equal employment opportunity to all people in all aspects of the employment relationship, without discrimination because of race, age, sex, color, religion, national origin, disability, sexual orientation and gender identity or status as a Vietnam era or special disabled veteran or any other unlawful basis, as defined by applicable law, and fostering a workplace free of unlawful discrimination and retaliation. This policy affects decisions including, but not limited to, hiring, compensation, benefits, terms and conditions of employment, opportunities for promotion, transfer, layoffs, return from a layoff, training and development, and other privileges of employment. An integral part of Duquesne Light Holdings' commitment is to comply with all applicable federal, state and local laws concerning equal employment and affirmative action.

Duquesne Light Holdings is committed to offering an inclusive and accessible experience for all job seekers, including individuals with disabilities. Our goal is to foster an inclusive and accessible workplace where everyone has the opportunity to be successful.

If you need a reasonable accommodation to search for a job opening, apply for a position, or participate in the interview process, connect with us at HR@duqlight.com and describe the specific accommodation requested for a disability-related limitation.