About us
SMS Plc are amongst the leaders in the smart energy revolution, fitting over a million properties with smart meters and counting. We have been at the heart of the UK energy market for over two decades and are playing a critical role in transforming and decarbonising the UK energy system. Being a real living wage employer, we look out for our customers and our focus is ‘putting our people first’. We have 5 core values that our employees live and breathe which are: safety, customer excellence, sustainability, innovation and pride.
The Role
As a DR Technician you will be responsible for commissioning AMR meters, analysing data and troubleshooting faults. You will be part of a team working with internal engineers as well as third party contractors to ensure the timely and accurate retrieval of data from advanced meters whilst maintaining high levels of customer service. As part of the role you will be required to manage customer portfolios, ensuring the meters are read and maintained as well as resolving data and device irregularities. You will prepare reports and statistics on progress to provide resolution statuses for both internal and external customers. You will work closely with other teams within Data Services to ensure efficiency and accuracy of necessary systems and processes across the department.
Typical Duties
- Work with engineers, following the meter commissioning process and ensuring work is complete whilst maintaining high-quality standards
- Ensure the timely and accurate retrieval of data from AMR meters
- Identify and resolve data inconsistencies
- Identify sites that are in fault status and troubleshoot to resolve remotely where possible
- Where remote fixes are not possible coordinate with planning teams to arrange for engineers to visit site
- Direct responsibility for ensuring the Data Retrieval system is maintained through proactive management of the system
- Establish good working relationships with SMS Clients/Energy Suppliers and Service Providers, working closely to provide technical and administrative support where needed
- Prioritise work load in line with customer requirements
- Resolve internal & external queries from clients and respond in a timely and professional manner, maintaining customer SLAs (Service Level Agreements)
- Produce internal and external customer reports ensuring the data is complete and accurate, delivering a high level of customer service
- Develop, document and implement new procedures to support business progression and growth
- Any other duties as required by the Management Team
Skills
- Proficient in the use of Microsoft Office packages
- Advance user of Microsoft Office Excel (desirable)
- Excellent numerical reasoning and problem solving
- Time management - ability to organise and prioritise deadlines
- Excellent attention to detail
- Excellent written and verbal communication
Education and Professional Qualifications
- Degree in relevant discipline
- GCSEs (or equivalent) in Math & English (essential)
Experience
- Application / Script Development
- Previous experience with mobile devices or telecommunications
- Understanding of GSM/GPRS and TCP/IP
- Utility Industry Knowledge (Electricity/Gas/Water)
In return we offer our employees -
- 28 days holiday (including bank holidays) as of 1st January 2020, standard holiday entitlement will increase to 25 personal days per year, with an additional allocation of 8 public holidays
- After 5 years of service you will be rewarded with an additional 5 days annual leave taking it to 30 personal days and 8 public holidays.
- Refer a friend bonus (£500)
- Cycle to work scheme
- Corporate season ticket travel
- Automatic enrolment into the Company Stakeholder Pension Scheme (will commence following 3 months employment)
- Eligibility to join the Share Incentive Plan following 6 months employment
- We also have you covered with Life Insurance where your next of kin will receive 4 times your annual salary