Director Competitive Appliance Services Business

Job Number: 6621

External Description:

Job Summary

 

• Leader for a critical segment of the Gas Operations business.  
• Provide leadership, strategic direction and overall accountability for the centralized Gas Operations businesses and functions including, business development, Marketing, sales for Appliance Service Contracts, HVAC & Water Heater Replacements.
• Overall P&L Responsibility for Centralized Appliance Service Organization - HVAC and AWH (Automated Water Heater) Replacement programs, WorryFree (WF) Contracts, WF Brand expansion, White Goods organization, and the WF Long Island business. 

 

Job Responsibilities

• Manages the Centralized Appliance Service Team - HVAC and AWH (Automated Water Heater) Replacement programs, WorryFree (WF) Contracts, WF Brand expansion, White Goods organization, and the WF Long Island business.  
• Responsible for Appliance Service overall P&L responsibility, compliance and fair competition regulation including regulatory reporting.  
• Safely deliver statewide competitive appliance services to customers; business has an annual gross margin of $119M and revenue of $256M. Business Development, Marketing, Sales for Appliance Service Contracts, HVAC & Water Heater Replacements.  
• Responsible for identifying new products/services as well as process improvements to grow the business.
• Develop all aspects of new offerings including work management policies, terms and conditions, guidelines, pricing, marketing strategies, working with internal stakeholders.
• Direct strategic workforce deployment, manage employee relations issues, resolve industrial relations matters and ensure managerial/professional/technical development of the Appliance Service associates while providing an environment of mutual trust.
• 270 employees (MAST and BU) and various contractors that replace HVAC and water heating systems, and repair other major household appliances.
• Lead and manage the WorryFree Long Island LLC and the Home Serve contract to drive growth in Long Island and other New York geographies.
• Supports and montiors all environmental activities and ensures a safe work environment in accordance with the PSEG Health & Safety System. Responsible for oversight of Dispatch Operations for Gas Operations across 12 Gas Districts, White Goods and GSMP ensuring all Regulatory and Competitive service work completion.
• Gas Leak, Medical Emergency and Urgent Order response as well as the efficient route optimization for approx. 800 service technicians. Dispatch serves as a 24/7 Emergency Response Center with direct communications with Police and Fire Emergency Response.
• Serves as the Storm Response Center for Gas and manages key scorecard metrics such as Customer Appointments Kept., Technician Productivity, and Customer Part fulfillment.
• Additionally, manages all Appliance Services supporting technology including First Responder mapping, ACES Dispatch and Mobile Data Technology.
• Other responsibilities include BPU Quarterly Gas Emergency Response Reporting, 24/7 liaison to the Call Center, auditing and adherence to the BPU Ewing Stipulation, Labor Relations across two unions, annual/mandated Dispatch Training program and Maintenance of the Dispatch Manual.

 

Job Specific Qualifications Required

• Bachelor's degree business or related field with at least 10 years’ experience in the energy delivery business 
• Extensive knowledge of appliance service, tariff and competitive service business
• Leadership, management and technical skills with demonstrated experience in staff management, labor relations, continuous improvement, marketing/sales, financial analysis and work planning
• Minimum 5 years in a leadership role in the energy delivery business, with experience in gas operations Experience in developing business plans, including financial models
• Experience in launching new products and services Strong analytical skills; strong communication and presentation skills; ability to build relationships with multiple constituencies
• Experience in labor relations - in negotiations and development of labor relations strategies Knowledge of Dispatch Operations
• Experience in BPU and Internal Audits Labor Relations and contract negotiations experience
• Valid US Driver's license
• Competencies: Leadership skills, strategic vison, managerial skills, strong planning and organizational skills, ability to make decisions, proactively address customer issues, ability to develop and manage operational and performance improvement plans, ability to build consensus across functional lines. strong business acumen; negotiating skills

Job Number: 81082

Community / Marketing Title: Director Competitive Appliance Services Business

Location_formattedLocationLong: Plainfield, New Jersey US