Engineering Support Assistant

Description:

1. Provide advice to customers relative to new service supply regulations & policies, underground subdivision design process, connection and inspection requirements. Discuss client needs and provide/request information in the desired format and assist customer by clarifying and amplifying technical service details, by correspondence, telephone, modem, etc. Advise customers and follow up with their contractors on matters relative to Corporate policies as well as practices and procedures applicable to customer services and equipment.

2. Respond effectively to customer/contractor/developer inquiries and complaints associated with underground subdivision developments and/or processes over the telephone, by correspondence, by modem, etc.

Determine the nature and significance of the problem and as circumstances dictate, provide the necessary advice and guidance, attempting to come to an agreeable resolution, or refer to Supervisor or

other appropriate personnel for action. Respond to inquiries, as required from external organizations such as municipalities, government agencies, providing information where necessary. Refer more complex

technical problems or issues associated with policy, procedures or interpretation which are considered beyond the scope of the job responsibilities, to Supervisor or other appropriate personnel for

resolution.

3. Manage the underground subdivision phone lines and mailbox. Respond to calls and mail within defined timelines with appropriate actions and communication. Collect customer data including phone numbers, addresses, company name, development details, etc. Record data required for completion of underground design work and future communication. Follow up with written communication and data requests. Input/update data received in databases as required.

4. Prepare and send letters to customers/developers/contractors at various stages of projects providing direction and expected outcomes/responses. Track the status of projects and follow up with appropriate notifications as required. Ensure appropriate requests for work/contracts are signed and arrange for/take payment and forward to appropriate Department. Explain appropriate polices and procedures complete with all required information (e.g. inspection guides, procedures, standards, etc.).

5. Prepare subdivision agreements for review, distribution and approval. Extract costs from Passport for input into the cost calculator. Prepare costing of work from estimates in Passport, which will require becoming familiar with the use of the cost calculator to establish correct pricing of work for inclusion in the agreement.

6. Prepare and send letters to approving authorities for permission to carry out work. Forward appropriate components of work to others for completion. Monitor and track status of approval or work using databases and other means. Notify other parties of status of approvals or work schedules. Compile summaries of outstanding approvals or work status for use by others. Using information in databases, or upon request, follow up on status of approvals with various external authorities or with field personnel.

7. Operate computer equipment, as required, to utilize databases related to system programs as required to: record, update, load and unload and report statistical information associated with work load, schedules, estimates, man-hours, distribution system, work affecting customers and other necessary details. Monitor, input, update, and extract data, using computer application programs, ensuring that accuracy and timeliness are maintained. Receive data such as sketches, work instructions from technicians or others and interpret or disseminate for interpretation, as appropriate, assembling and adjusting appropriately for entry into computerized systems to produce estimate, material lists, work schedules, as required. Produce reports, as required/scheduled.

8. Communicate with external parties around costs, schedules, approvals associated with equipment moves across multiple boundaries.Set up, open & close Work Orders associate with such moves. Prepare

costing of work from estimates using cost calculator or appropriate tools. Initiate required billing and handle associated payments as per corporate requirements. Provide coordination role for work undertaken

by multiple work centres.

9. Provide a service to back up the local area network (LAN) system through changing tapes and monitoring system etc. Assist personnel by contacting appropriate resource people with regards to system/equipment

malfunctions, reporting or providing clarification of operating instructions as necessary. Carry out remedial actions in order to attempt to clear fault, as instructed by resource personnel. Refer to Supervisor or designate for direction or resolution where response to corrective measures is unproductive.

10.Open and close work orders as required to carry out work, or as directed by supervisor. Monitor and report on work order costs and activity. Collect and input data as required to report accomplishments.

11. Perform a variety of clerical activities associated with the handling of transactions in accordance with established policies, practices and procedures, using various manual, local and Corporate computerized systems. Forward payments received, competitive pricing contracts, etc., as directed. Notify appropriate personnel including other Utilities when delinquent account payments are received. Refer to Supervisor or others as necessary on doubtful aspects of work matters, such as obtaining clarification or required approvals.

12. Prepare requisitions for outside services and purchases as directed by Supervisor. Process, check and verify invoices, including Credit Card statements, assign proper account distribution and journalize account distribution inputting information via a computer terminal. Forward to appropriate source for approval and assurance of payment.