40763 - Toronto - Rotation - 18 months
Hydro One is proud to be the largest electricity transmission and distribution provider in Ontario, serving nearly 1.4 million customers. We have a long history in the industry with our roots dating back over 110 years to 1906. Since then, we have worked to grow and evolve to meet the changing needs of our customers and communities across Ontario. Today, we’re focused on providing exceptional customer service and ensuring we are building safe communities where we live, work and play.
It’s an exciting time to join the team at Hydro One!
Job Function: Collect and analyze information related to the completion of work as required in Service Level Agreements or Contracts. Assist with compiling and reviewing information and estimates provided for negotiating/bidding on distribution work. Provide advice and direction to Network Services staff on processes related to Service Level Agreements and contracts.
Job Description: Collect and analyze information related to the completion of work as required in Service Level Agreements or Contracts. Assist with compiling and reviewing information and estimates provided for negotiating/bidding on distribution work. Assist in discussions, problem solving and issue resolution with customers regarding negotiation, implementation and ongoing work performance of Service Level Agreements or Contracts. Based on knowledge and monitoring of processes, Service Level Agreements or Contracts, policies and work performed, provide advice and assistance in audits to ensure reasonable compliance related to the delivery of service as agreed. Provide advice and direction to Network Services staff on Service Level Agreements or Contracts, processes and related activities. Develop and/or utilize systems and processes for the collecting, analyzing, presenting and reporting of information related to service levels and accomplishments as required for Service Level Agreements or Contracts. Perform other duties as required.
Education: Requires a knowledge of Service Level Agreements or Contracts and analytical techniques to be able to analyze the associated information and provide advice and direction to Network Services staff. Requires a knowledge of estimating principles to be able to provide assistance with compiling and reviewing estimates pertaining to negotiating/bidding activities associated with distribution work. Requires a knowledge of computerized information systems and business administration to be able to develop and/or utilize systems and processes for analyzing, presenting and reporting information. Requires a knowledge of economics to provide assistance with reviewing bidding estimates. Requires a sound knowledge of technical terms used in the distribution business. Requires a proficient knowledge of English including oral and verbal communication skills to be able to effectively prepare written correspondence, assist in discussions or interact with customers. This knowledge is considered to be normally acquired through the completion of 4 years of University training (Grade XII plus 5 years).
Experience: Requires experience in the distribution business to have acquired an understanding of the technical aspects of the job, policies, practices and processes as well as to be able to deal with customer related issues. Requires experience in negotiation practices to have developed issue resolution techniques pertaining to Service Level Agreements or contracts. Requires experience in working effectively with a wide range of people as well as the ability to work independently in handling multiple tasks while adhering to stringent deadlines. A period of over 4 years and up to and including 6 years is considered necessary to gain this experience.