field service technician

staff engineer

Philadelphia Gas Works

Took about 4-6 months for interview process, you must pass 3 tests in order to get to the interview process, then during training, you must pass all 3 tests, if not, its the end of the road at PGW.  After leaving your job for years and never being told from the beginning of the process, that you have to pass 3 tests during training, for the CSR position, to even move on, sad for those who do great on the calls and didn't do good on the tests.  Some people just don't test well. Then when you finally do make it through all that, you're in the call center with a not so good shift, can't get any personal things done during the week as far as dr appts, etc, never knowing when you are going to get a better shift, on a one year probation which is insane, dont get paid for holidays in training for your first 6 months, only get 3 1/2 vacation days and 2 AL days in your first year.  If you go to the nurse and you're sick and PGW sends you home, it's considered an occurance! They are so worried about their #'s and making sure you are getting off your calls fast and your additional follow up time. They want detailed customer contacts, but complain about your times. Sorry, but I rather do my job correctly than worry about #'s and statistics. You are trained to do it a certain way, then when you go to get help, you are told 10 different ways to do it. It gets confusing and then you get points taken off your 4 random monthly calls that the Qa's listen to bc your were told the wrong thing. Lowest paid position, for dealing with all the not so happy customers. They make the job sound great in the beginning, only to find out you are stuck in that position for years bc no other positions are opening up. Lunch went from an hour to a half hour and you get 15 minutes of personal time to take potty breaks.  Takes you 5 minutes just to get to the bathroom. Running to the bathroom and back to your desk so you dont get any overages and hoping you have enough personal time for later in the day just in case you need another potty break. Barely no time to breath or even get lunch if you've forgotten to bring it bc it takes you 10 minutes just to get to the cafeteria or local food places, by the time you get back you are scarfing down your food, just to get back to your desk on time so you don't get any overages. Large # of customer calls in the queue. Then on slow days, you are just sitting at your desk twiddling your thumbs bc you are bored and the day goes by so slow. You go to someone for advice on what to do and to see if you can get help to work with your schedule and you just get told "oh you can't do that" or "thats not allowed" or you get no advice at all.  They offer all these great things to do, computer courses to take, etc, but they schedule when it is not convenient for a CSR, bc they are stuck at their desk taking a million calls.   Benefits are great though!

Training Employees on;
Customer Relations-Natural Gas Origins and Chemical Composition-Mercury procedures-Carbon Monoxide Hazards-Upper and Lower Explosive Limits-Basic Electricity-HVAC-CPR-Smith Driving- Multi-meter usage-Wiring and Wiring Diagrams-Gas Detection Instruments-High, Medium and Low Pressures-Leak locating- Leak Corrective Measures-Meter installations-Meter Reading-Troubleshooting and Diagnostics-Computer Job Completion Programs-Operator Qualifications-Appliance Repair- Turn On Order Procedure- Turn Off Order Procedure-Combustion Processes-Hot Surface Ignition –Spark Ignition- Standing Pilot-Pipe Sizing-Pipe Threading-Pipe Cutting- Soldering-Heater Categories- International Fuel Gas Code-Thermodynamics-Right to Know Training-MSDS-Safety- Tool Committee- HVAC controls- Low Voltage-Line Voltage- Milli-Voltage- Hot air Heaters-Water Heaters-Hot Water Boilers-Steam Boilers-Ordering parts and maintaining an inventory-Maintaining clean classroom environments conducive to the learning process. I utilized hands on approach in instruction.

I started as a distribution worker digging holes and piping in new gas lines for residential and commercial properties for the city of Philadelphia,
Then found the opportunity to move up and went to work as a field service technician where i learned how to install gas meters repair gas lines inside customers house, and repair appliances (example, repair house heater, water heater  and central air conditioner) replacing gas meters and responding to emergencies.
i found for the most part all of the employees where always available to assist you when needed and management was always on top of you with all of your needs.
Never had a hard time for job, for the most part was very easy.
My most enjoyable part of my job was seeing the customer face when you completed the job and the result was always outstanding and always got complemented for my work and time of my needs.

The shifts commence with sometimes hundreds of calls on hold from customers with typically three issues: billing, service and safety.  The job teaches a successful representative to multitask, contemperaneously troubleshoot and problem solve. Managers are available for assistance, but it is primarily a job in which one is isolated from other representatives.  The two difficult aspects are the seemingly endless callers and the lack of variety in matters requiring our attention,  This is however offset by the camaraderie of like minded people and the ability to make a difference to our customer base.

Provide administrative and technical support to the Director of Human Resource Administration, focused on the areas of Compensation, Benefits & Financial Reporting.

Extremely busy.  All things related to health care benefits, unemployments claims, long and short term disability benefits as well as life insurance.

Strong management team.  Great team environment.

Not enough hours in the day.

Helping my fellow co-workers with all necessary benefit options.  As well as assisting in resolving claim issues especially with retired employees on Medicare.  Being a liaison with venders such as Independence Blue Cross, Met-Life, etc.  In tern educating co-workers with necessary information according to their individual needs.

Worked for 2 Clinical Trial Physicians and enjoyed coming to work every day,Planned Investigator Meetings for various outside Clinical Trial Physicians,Assisted with their travel/hotel arrangements,Researched hotels in the Philadelphia Area that were comparable to SmithKline's standards.Was a Tour Guide for our Manufacturing facility to future Medical Students.PhysiciansAttended and planned private meetings for the CEO

I enjoyed this company and gained a lot of beneficial experience because the members of management were very open to sharing knowledge about the various roles necessary to maintain an organization that provides energy to members of the community. The work, however was not as challenging and competitive as I would have preferred. I liked that they had diversity and there were many company-promoted extracurricular activities throughout the work day and after work.

Everyone was friendly and easy to approach for help. Best feature is how high you set the bar for yourself. They will assign you more work and give you more responsibility if they see you progressing past their expectations. One drawback is that the main software the company uses is slow however they continue to improve it as how they just installed a new Lew Survey software towards the end of my internship. I would've also liked to go out on the field more often during my internship to learn about the installation of gas lines but was stuck behind a desk.

24/7 Operation I control the flow of Natural Gas throughout the city of Philadelphia I work mainly with a Junior control whom I help guide along to learn the job while they help me with phone activities and reports. I am management and i am responsible for my co-workers but this is not a chore for they were all qualified and friendly. the hardest part of the job is maintaining pressures during peak and slow periods and the most enjoyable was ending my shift knowing that I done the very best that I could do .

What is the best part of working at the company?
The representatives are paid weekly 

What is the most stressful part about working at the company?
Micromanagement and lack of support for new representatives. 

What is a typical day like for you at the company?
Scheduled lunch and breaks, calls non-stop depending on the day.  For a single parent, unable to even look at the phone to check for a call.  Checking calls/mssg had to happen on breaks to avoid issues.

Top Job Titles	Average Salary
Field service technician 4 salaries reported	$25.04 per hour
Staff engineer 3 salaries reported	$88,667 per year

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