Work Plan/Scheduling Associate III

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!

Job Title:Work Plan Scheduling Associate III

Position Summary:

The Scheduler for Meter Operations is responsible for coordinating and optimizing daily field work through a Field Service Management (FSM) system. This role ensures efficient scheduling of meter-related activities, supports field crews in real time, and collaborates across departments to meet evolving business demands. The Scheduler must demonstrate strong analytical skills, adaptability, and the ability to manage multiple priorities in a fast-paced utility environment.

The shift will be rotating from 6:30 am to 3:00pm, 7:00 am to 3:30 pm, and 9:30 am to 6:00pm. Shifts can be changed based on business needs.

Location: Raccoon Service Center, Pittsburgh, PA

Job Duties and Responsibilities:

• Schedule and dispatch daily work for Meter Operations field crews using a Field Service Management tool.
• Maintain flexibility to adjust schedules in response to changing business priorities, emergencies, and workforce availability.
• Ensure field employees have an appropriate and executable workload each day.
• Monitor schedule adherence and communicate any irregular field performance or inefficiencies to supervision.
• Run, review, and act on a variety of daily operational reports (e.g., workload, completion rates, exceptions).
• Identify trends, gaps, and opportunities to improve scheduling efficiency and field productivity.
• Utilize analytical skills to support decision-making and operational improvements.
• Serve as a primary point of contact for field employees, answering phone calls and assisting with:
  
  
  
  • Work order completion issues
  • Access challenges
  • General field support needs
  
  
  
  

• Communicate effectively with field crews, supervisors, and cross-functional teams to ensure seamless operations.
• Collaborate with multiple departments (e.g., customer service, engineering, operations) to meet business needs.
• Create and manage field activities within the FSM system.
• Accurately document account information, work notes, and updates to ensure data integrity.
• Manage and track time-off requests and availability to support accurate scheduling.
• Assist in researching and responding to inquiries related to Public Utility Commission (PUC) complaints.
• Provide detailed and accurate documentation to support customer issue resolution.
• Work closely with the Meter Operations Supervisor to align scheduling priorities and operational goals.
• Provide feedback and insights to improve scheduling processes and field performance.

Additional Responsibilities:

• Perform other job-related duties as assigned
• Storm team duties as assigned

Education and Experience Required:

• High school diploma or GED
• 3+ years experience with scheduling, dispatching, or operations coordination (utility experience preferred)
• Proven ability to utilize scheduling, dispatch, or work management systems to optimize workload distribution, monitor performance, and support efficient field operations.
• Experience coordinating with multiple stakeholders, resolving operational issues in real time, and maintaining accurate documentation and reporting.

Preferred Qualifications:

• Bachelor's degree in a related discipline
• Prior utility industry experience with knowledge of meter operations, field service management, work order processes, or regulatory compliance requirements.
• Experience analyzing operational data and implementing process improvements that enhance productivity, service delivery, and workforce efficiency.

Skills/Abilities:

• Strong scheduling, dispatching, and workforce planning capabilities with proficiency in Field Service Management (FSM) or similar work management platforms.
• Excellent analytical, problem-solving, and decision-making skills, with the ability to interpret reports, identify trends, and drive operational improvements.
• Exceptional communication, organization, and customer service skills, with the ability to collaborate across departments, support field personnel, and manage multiple priorities in a fast-paced environment.

Scope

Primary focus is on day to day management of operational execution for areas managed. Trains and develops staff. Plans the work flow. Directs available resources to accomplish process improvement. Leads work flow changes and implementations for direct team.

Decision Impact

Problems and issues are undefined and require detailed info gathering, analysis, and investigation to understand/resolve. Makes decisions that address work flow issues considering immediate impact on own function or work unit.

Hybrid Work

Position follows our hybrid work model, with a minimum of two days working in the office and the remaining days working remotely. Reporting location and frequency may be subject to change based on job role and department needs.

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.

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.