Operations Center Analyst - Electric Power

Career Area:

Product Support

Job Description:

Your Work Shapes the World at Caterpillar Inc.

When you join Caterpillar, you're joining a global team who cares not just about the work we do – but also about each other.  We are the makers, problem solvers, and future world builders who are creating stronger, more sustainable communities. We don't just talk about progress and innovation here – we make it happen, with our customers, where we work and live. Together, we are building a better world, so we can all enjoy living in it.

About EPD

Caterpillar's Electric Power Division (EPD) offers integrated solutions, parts, and services to meet the needs of our various commercial and industrial electric power customers. EPD supports a wide range of customer applications across the globe, including providing back-up power to hospitals, providing emergency power when natural disasters strike, and supporting critical infrastructure for data centers, municipalities, and more. With a rich history of more than 95 years in the electric power business, our team has world-class expertise and a proven ability to adapt to changing demands. We’re committed to providing sustainable and reliable solutions to our customers. Join our team to help build a better, more sustainable world for future generations!

Job Overview:

Position will carry out daily tasks relating to energy monitoring and energy management in the Tangent Operations Center.  Monitor, control, and troubleshoot multiple client systems to ensure uptime and client satisfaction. 

Position works weekend shift; Friday, Saturday, Sunday 7 a.m. – 7 p.m.

Job Description and Responsibilities:

• Maintain a pulse on the regional electric markets in real-time.

• Monitor asset status, troubleshoot hardware and software issues associated with customers’ electrical assets and associated monitoring equipment.  Assets include solar arrays, generators, energy storage systems, energy management systems, and electrical meters.

• Remotely schedule and control client assets as applicable during electrical peaking conditions, market related programs, weather related conditions, or for other applications

• Timely follow client-specific SOPs/MOPs with attention to detail, understanding asset and site-specific requirements for communications, deployment, etc.

• Interface directly with customers, partners, and markets; Coordinating asset availability and site schedules with customer as needed.

• Generate reports for internal and external use, such as late electrical meters that are not reporting to the main servers.

• Troubleshoot any problems with the software applications or servers.

• Handle inbound customer communication, or proactively initiate response to asset alarms; dispatch service technicians, communicate via phone &/or email with urgency.

• Configure customer sites and meters within the software, playing an integral role in on-boarding.

• Monitor and report on system activities and provide relevant information to management as needed.

• Master a shift turnover process to ensure a seamless transfer of information to the oncoming shift.

• Must have capacity to learn quickly and retain new information pertaining to multiple electric markets

• Must have ability to balance and shift priorities to implement real-time actions and a desire to think and work independently while working in a team environment

• Proficiency with MS Office, particularly Excel

What you have:

Degree: High School Diploma; experience and/or Bachelor’s degree preferred but not required

Customer Focus: Knowledge of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and ability to leverage that information in creating customized customer solutions.
Level Basic Understanding:

• Comprehensive understanding of the concepts of electrical energy is preferred, but not required (familiarity with energy markets such as PJM, ISO-NE, ERCOT, MISO, IESO, NY, CAISO, etc.  and/or utilities, such as First Energy, Eversource, etc.)
• Ability to adapt to fast paced environment, maintain clarity and professionalism in high pressure situations

•  Focuses activities on developing and maintaining positive customer relationships.
• Discusses general differences between internally and externally focused organizations.
• Cites the cost and benefits of good versus poor customer service.
• Explains why customer satisfaction is important to successful product/service delivery.

Data Gathering & Analysis