Specialist, Customer Metering Solutions (Non-Union)

  Are you a customer-focused and analytical professional with a passion for problem-solving and continuous improvement?   This role plays a key part in supporting Alectra’s 1.1 million customers through the mass deployment of AMI 2.0 meters. You will investigate and resolve meter installation exceptions, partner with customers to address technical concerns, and help improve processes and communications to enhance the overall customer experience. This position blends customer engagement, data analysis, and cross-functional collaboration to ensure timely, effective, and compliant meter installations.   What you’ll do Customer Support & Issue Resolution Engage directly with customers to understand and resolve meter installation exceptions Provide clear, accessible guidance on technical topics such as meter base requirements, service connections, and regulatory compliance Address questions related to RF (radio frequency) concerns and metering processes Work collaboratively with customers to identify mutually beneficial solutions and timelines Manage and resolve customer escalations with professionalism and care Exception Management & Coordination Triage and prioritize AMI 2.0 deployment exceptions to support timely resolution Assign work to appropriate internal or external resources to facilitate meter replacement completion Provide direction and guidance to team members based on customer insights and feedback Data Analysis & Reporting Monitor, track, and report on customer exception trends and progress Analyze data to identify risks, root causes, and opportunities for improvement Support decision-making through insights related to customer experience and operational performance Process Improvement & Documentation Identify opportunities to enhance customer-facing communications and exception resolution processes Maintain and update documentation including procedures, scripts, controls, and FAQs Contribute to continuous improvement initiatives related to AMI deployment and customer experience Collaboration & Project Support Partner with cross-functional teams within Metering and across the organization to support the success of the AMI Renewal program Support data integrity and coordination across project stakeholders Health, Safety & Other Contribute to a safe, respectful, and psychologically healthy workplace Perform other related duties as assigned Corporate Values and Conduct: Demonstrate professional conduct and align with Alectra’s core values of safety, teamwork, and customer focus. Other Duties: Perform additional tasks as assigned to support operational objectives   Who you are   Education & Knowledge Post-secondary diploma (or equivalent) in a technical, engineering technology, or information systems field Knowledge of electricity metering regulations and standards (e.g., Measurement Canada, OEB, ESA) Familiarity with advanced metering infrastructure (AMI) and smart meter technologies Proficiency in Microsoft Office (Word, Excel) and experience working with large data sets and analytics tools Assets: RF Engineering Technology certificate or Engineering Technologist designation Business Analysis or Project Management certification Knowledge of Alectra’s field activity processes, systems, and metering operations Experience Minimum 3 years of related experience in a technical, utility, or customer-facing environment Experience within the utilities sector is considered an asset   Skills & Competencies Strong communication skills with the ability to translate technical information for diverse audiences Customer-focused mindset with experience managing sensitive or complex situations Proven ability to manage multiple priorities in a fast-paced environment Analytical and problem-solving skills with strong attention to detail and data accuracy Strong organizational and time management skills Collaborative approach with strong interpersonal skills Commitment to continuous learning and staying current with industry trends and regulations   Compensation At Alectra, Compensation for non-union positions is determined within a defined salary range for each role. Placement within the salary range depends on several factors, including qualifications, relevant experience, and alignment with the role’s requirements. We consider internal equity and market competitiveness to ensure fairness and consistency across the organization. This position is eligible to receive an annual incentive payment based on a combination of individual and Company performance.   Where you will work   Hybrid: This role is based in a hybrid environment, allowing for a mix of remote and in-office work to support team collaboration and business needs.