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National Grid Supervisor, Customer Connections in Queens Village, New York

In accordance with guidelines regarding companies classified as Federal contractors and consistent with our core commitment of safety, National Grid has made the decision to require all new hires to be fully COVID-19 vaccinated as a condition of hire. "Full vaccination" is defined as two weeks after both doses of a two-dose vaccine or two weeks since a single-dose vaccine has been administered. Anyone unable to be vaccinated, either because of a religious belief or a disability can request a reasonable accommodation.

About us

Every day we deliver safe and secure energy to homes, communities, and businesses. We are there when people need us the most. We connect people to the energy they need for the lives they live. The pace of change in society and our industry is accelerating and our expertise and track record puts us in an unparalleled position to shape the sustainable future of our industry.

To be successful we must anticipate the needs of our customers, reducing the cost of energy delivery today and pioneering the flexible energy systems of tomorrow. This requires us to deliver on our promises and always look for new opportunities to grow, both ourselves and our business.

National Grid is hiring a Supervisor for our National Grid Energy Management team in Queens, NY.

Job Purpose

The Supervisor, Customer Connections works, under the direction of the Director of NGEM, is responsible for overseeing assigned contract work and coordinating the daily activities of assigned crews. This position must ensure high standards of safety, security, environmental compliance, as well as uninterrupted service is being delivered to customers in a timely and professional manner consistent with company and regulatory requirements.

Supervisor has the responsibility to supervise 30-40 field technicians. Major emphasis for this position will be placed on the efficiency, effectiveness, and profitability of the division. Preparing customer work proposals and organizing schedules and workload, maintenance plans.

It will be the function of this position to ensure the proper allocation of time and resources in order to complete all department tasks as outlined below. Routinely, this position will require full resolution of customer complaints and continual coaching of subordinates to provide one-stop service thereby maintaining a high level of customer satisfaction and reduced costs. In addition, the position of Supervisor will be responsible to ensure that subordinates are efficiently solving customer request and maintaining company policy and procedures.

Key Accountabilities

  • Manage assigned department personnel to ensure that service and installation projects are completed safely, on schedule, within budget, and in a high-quality manner to meet company guidelines.

  • Ensure that high standards of safety, security and environmental compliance are consistently followed at assigned work locations.

  • Ensure safe and reliable maintenance activities consistent with company, objectives and policies, in full compliance with existing and relevant emerging government codes and regulations.

  • Provide quality assurance that the work being performed is per National Grid specifications, standards and applicable contractual documents.

  • Plan and organize daily operations of office and union workforce.

  • Assure that assigned personnel are productively assigned to the highest priority work, trained and evaluated within company guidelines and procedures. Conduct worker performance appraisals and provide developmental plans.

  • Assure that required vehicles, equipment, materials, and tools used by personnel are available and maintained at proper levels.

  • Assure that high standards of safety, security and environmental compliance are developed, met, and maintained at the work sites.

  • Assure that required paperwork is accurate and submitted on time (e.g. drivers log, vehicle inspection reports, crane inspection reports, job briefings, tailboard discussion check sheets, time sheets, etc.).

  • Effectively oversee through field supervision a high level of worker productivity under a variety of site work conditions.

  • Understand and interpret the union labor agreement to assure uninterrupted and safe workflow.

  • Review labor estimates and material costs for proposed maintenance and project work. Assist with soliciting quotes from vendors and contractors as periodically needed.

  • Prepare and present periodic oral and written reports regarding work assignments and project progress including variances and change orders.

  • Provide assistance and oversight with field coordination as may be required for contractors performing customer maintenance work

Supervisory/Interpersonal- Experience Required

  • Lead a culturally diverse workforce through coaching, counselling and team building to ensure tasks are carried out in an efficient manner.

  • Represent and advocate for the team relative to customer needs with external departments.


  • Minimum Two-year technical/Business degree in Business administration, engineering, or equivalent experience.

  • 5-10 years relevant HVAC management experience in all aspects of Operations and Maintenance or similar industry.

  • Must have demonstrable thorough working knowledge/skill in all facets heating service and installation

  • Must be able to work in a team setting with bargaining and non-bargaining employees.

  • Must be able to demonstrate commitment to creating value for customers, building customer loyalty, and maximizing profitability through enhanced revenue and reduced operating costs.

  • Strong knowledge of Federal, State, OSHA, local, company safety and environmental rules and regulations.

  • Ability to read and interpret job cards, prints, specifications, drawings, schematics, one-line diagrams, instructional information, and contract documents.

  • Ability to develop a working knowledge of company maintenance practices, safe work practices, tagging rules and labor contracts.

  • Ability to develop and administer a strong safety culture.

  • Hands-on experience with completion of challenging field project work.

  • Maintain a non-restricted driver's license.

  • Able to travel throughout the service territory and willing to work extended hours when job requires and for emergencies.

  • Must have good decision-making skills, and be capable of innovative ideas and solutions

  • Workload Management for 30-40 technicians, experience is required

  • Must possess general computer skills (e.g. work processing, spreadsheets, presentation / graphics software, electronic mail, etc.)

  • Strong supervisory skills and the ability to motivate are required.

  • Must be a self-starter and be able to manage multiple tasks and adhere to schedules.

  • Must have excellent verbal and written communication skills.

More Information

This position has a career path which provides for advancement opportunities within and across bands as you develop and evolve in the position; gaining experience, expertise and acquiring and applying technical skills. Candidates will be assessed and provided offers against the minimum qualifications of this role and their individual experience.

National Grid is an equal opportunity employer that values a broad diversity of talent, knowledge, experience and expertise.  We foster a culture of inclusion that drives employee engagement to deliver superior performance to the communities we serve.  National Grid is proud to be an affirmative action employer. We encourage minorities, women, individuals with disabilities and protected veterans to join the National Grid team.