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Technical Support ERP in Lawrence, MA at NiSource

Date Posted: 1/10/2019

Job Snapshot

  • Employee Type:
  • Location:
    Lawrence, MA
  • Date Posted:
  • Job ID:

Job Description




Directly responsible for the contractor resources performing the Equipment Repair work associated with the Merrimack Valley Restoration. 

Primarily responsible for the development and implementation of a QAQC program that provides contractor management oversight of the equipment repair program to ensure customer needs are met.    

Participate in the development and implementation of the contractor management and QA/QC procedures.  

Provide technical expertise to technical functions of the equipment repair program. 

Ensure all Equipment Repair program work is completed in compliance with all company standards, procedures, Massachusetts Gas Code, Massachusetts Fire Code NFPA, OSHA and other applicable regulations. 

Responsible for overall customer experience for Equipment Repair Program.   

Ensure that efforts within 'areas of responsibility' are in accordance with all applicable company and regulatory requirements while ensuring safe, reliable service to customers.   

Ensure documentation of Equipment Repair program activities are complete and accurately classified to enable accurate reporting for insurance, warranty and financial requirements.

Drive operational excellence through continuous improvement efforts. Deliver efficient and effective knowledge transfer to field operations, contact center, claims and customer care.


Strong interaction across CMA Operating and customer care teams to deliver superior customer service

Meet or exceed Key Performance Indicators related to customer service and satisfaction

Proper tracking of work order results to ensure operating, insurance, warranty and financial results are accurately recorded.

Effective, knowledgeable, safety conscious contractor teams that perform work in compliance with all gas mechanical, plumbing code requirements.

Safe, reliable operation, efficient control and maintenance of Equipment Repair work.

Compliance with operating company, state, and federal regulations.

Strong collaborative relationships with local code enforcement and inspection services personnel.


Overall responsible for timeliness and quality y of equipment repair work 

Oversight of contractors performing repair work

Conduct In-Field QAQC of work done at customer premises to ensure work was completed in compliance with CMA standards and Massachusetts codes.

Actively seek and incorporate feedback from internal stakeholders related to performance and support.

Ensure an ongoing relationship with key internal partners.

Oversight and approval of repair scope before contractors begin work

Approval of contractor invoices based on contract terms

Additional coaching opportunities for contractor crews

Stay abreast of and evaluate new materials, equipment, technologies, and processes to improve operations.



Demonstrated knowledge of gas distribution and service policies and procedures.

Demonstrated knowledge of actions to take when technical, functional and safety problems occur.

Demonstrated knowledge and ability to quickly assess and make sound decisions in emergency situations.

Demonstrated ability to grasp technical explanations of gas mechanical and plumbing scenarios and draw accurate conclusions.

Demonstrated leadership experience. 

High school diploma


Five years experience in natural gas distribution field operations

Experience in leading projects and/or project management teams

Demonstrated strong problem solving and decision making skills

Bachelor of Science in a business or technical discipline

Technical/Functional Competencies


Demonstrated knowledge of field operations Policies & Procedures, state and federal regulations (including DOT Pipeline safety Regulations 190,191, 192, 193 & 199)

Working knowledge of standard NiSource PC software suite

Working knowledge of iOS applications

Working knowledge of Federal and Massachusetts Plumbing code

Working knowledge of Fire and building codes associated with gas mechanical and plumbing work

Working knowledge of operations support systems (EASI, WMS, Incident Reporting System, etc.)

Strong interpersonal skills

Demonstrated effective written and oral communication skills

Strong organizational & planning skills

How To Apply

For immediate consideration, please apply on-line at before 1/18!

Equal Employment Opportunity

NiSource is committed to providing equal employment opportunities in each of its companies to all employees and applicants for employment without regard to race, color, religion, national origin or ancestry, veteran status, disability, gender, age, marital status, sexual orientation, gender identity, genetic information, or any protected group status as defined by law. Each employee is expected to abide by this principle.

By applying, you may be considered for other job opportunities.


We offer an outstanding total package that includes paid holidays, vacation, medical/rx drugs, dental, vision, life insurance, and 401(k).