Key Responsibilities and Required Skills for Utility Operations Specialist

🎯 Role Definition

The Utility Operations Specialist is a field-focused operations professional responsible for safe, reliable delivery and maintenance of utility services (electric, gas, water or combined systems). This role oversees daily field operations, coordinates and dispatches crews, executes preventive and corrective maintenance, operates monitoring systems (SCADA/OMS), enforces regulatory and safety programs (OSHA, NERC, state/local codes), supports emergency response and outage restoration, and continuously optimizes operational workflows and asset performance. The Utility Operations Specialist acts as a technical subject-matter contact between operations, engineering, customer service, and regulatory teams.

📈 Career Progression

Typical Career Path

Entry Point From:

Apprentice Lineman / Utility Technician
Field Service Technician / Meter Technician
Distribution Crew Member or Maintenance Technician

Advancement To:

Utility Operations Supervisor / Crew Supervisor
Distribution Operations Manager / Operations Coordinator
Asset Management Lead / Reliability Engineer

Lateral Moves:

SCADA/Control Systems Technician
Field Training Specialist / Safety Trainer
Regulatory Compliance Specialist / Permitting Coordinator

Core Responsibilities

Primary Functions

Lead and coordinate day-to-day field operations for distribution and service networks (electric, gas or water), assigning work orders, prioritizing service calls, and ensuring crews meet safety and quality standards.
Monitor, analyze and respond to real-time system telemetry via SCADA and Outage Management Systems (OMS); investigate alarms, initiate corrective actions and record root-cause information for reliability improvements.
Manage outage restoration efforts during planned and unplanned events — triage incident severity, dispatch and direct crews, communicate estimated restoration times to operations leadership and customer service.
Perform and schedule preventive maintenance and inspection programs for distribution assets (poles, transformers, valves, mains, meters, regulators), documenting condition assessments and executing corrective work to reduce failures.
Conduct field investigations of customer complaints and service interruptions, including meter testing, leak detection, voltage checks, and equipment diagnostics; prepare detailed incident reports and remediation plans.
Supervise, mentor and train field crews on safe work practices, lockout/tagout, confined space entry, line-of-fire awareness, and proper use of personal protective equipment (PPE) to maintain a zero-harm culture.
Coordinate permitting, traffic control and contractor activities for scheduled maintenance, construction or emergency repairs; ensure work is executed according to design and regulatory requirements.
Maintain accurate and timely records in CMMS/SAP for work orders, parts used, asset condition, and maintenance history to support lifecycle and replacement planning.
Implement and enforce compliance with regulatory standards including NERC (where applicable), OSHA, EPA, DOT, state public utility commissions and municipal codes; prepare documentation for audits and inspections.
Execute meter installations, removals, calibrations and inspections; read and verify metering data, troubleshoot metering issues and coordinate with billing and customer service teams.
Perform fault finding and diagnostic testing using field instrumentation (multimeters, clamp meters, gas detectors, thermal cameras), interpreting results and executing appropriate repairs or escalations.
Manage inventory and secure tools, safety equipment and critical spares for field operations; optimize parts stocking levels to minimize downtime and emergency procurement.
Support capital and reliability projects by providing field feasibility feedback, participating in pre-construction surveys, and verifying as-built conditions post-installation.
Maintain GIS and asset database accuracy by updating locations, asset attributes and status after field interventions; collaborate with GIS analysts to resolve mapping discrepancies.
Develop and deliver after-action reviews and incident summaries following outages or safety events; recommend corrective actions, process changes and training gaps to reduce recurrence.
Operate utility vehicles, construction equipment and specialized tools safely in accordance with company policies and DOT/vehicle regulations; maintain vehicle logs and equipment maintenance records.
Facilitate cross-functional coordination with engineering, safety, planning, environmental and customer service teams to ensure continuity of operations and swift resolution of service-impacting issues.
Participate in emergency preparedness and mutual aid programs; represent the organization in storm duty, mutual-aid exchanges and multi-agency incident command structures (NIMS/ICS).
Produce and present daily/weekly operations status reports and KPIs (SAIDI/SAIFI, response times, crew productivity) to operations leadership and use data to drive continuous improvement.
Manage small capital or repair projects end-to-end (scope, scheduling, permit support, execution, closeout) ensuring projects meet budget, schedule and safety targets.
Enforce environmental protection practices during field work including spill prevention, proper disposal of hazardous materials, and adherence to pipeline/gas leak protocols.
Participate in recruitment, hiring and performance evaluations for field technicians, recommending training or corrective action to build a high-performing team.
Maintain strong customer-facing communication during incidents, balancing technical explanations with empathy and clear restoration estimates to preserve public trust.
Conduct reliability risk assessments and prioritize field interventions based on asset criticality, failure modes and customer impact.

Secondary Functions

Support continuous improvement initiatives by documenting field workflows, suggesting automation opportunities (mobile forms, digital checklists), and piloting new field technologies.
Assist reliability engineers and planners by providing field-collected data, photos and measurements to refine maintenance schedules and capital plans.
Contribute to safety committees and local emergency response planning, helping to update procedures, toolbox talks and training materials.
Help create and maintain SOPs, job aids and training curricula for recurring field tasks and emergency procedures.
Provide ad-hoc technical support to customer service for escalated field-related inquiries, including coordinating field access and urgent dispatch.
Participate in vendor evaluations and contractor oversight to ensure third-party work meets internal standards and contract terms.

Required Skills & Competencies

Hard Skills (Technical)

SCADA/Remote Telemetry Operations — monitor and control distribution assets, interpret alarms, and execute remote actions safely.
Outage Management System (OMS) proficiency — triage outages, dispatch crews, and close work orders in the OMS.
GIS and Asset Management — update and validate mapping, asset attributes and spatial data for accurate field operations.
CMMS / SAP / Maximo — create, update and close work orders; manage labour and materials tracking.
Protective relaying and distribution system fundamentals — understand transformers, sectionalizers, reclosers, fuse coordination and load balancing.
Metering and instrumentation — install, calibrate, test and troubleshoot electric, gas and water meters and associated telemetry.
Field diagnostic tools — multimeter, clamp meter, gas detector, thermal imaging camera, pressure gauges, and leak detection equipment.
Regulatory knowledge — practical application of OSHA, NERC (if applicable), DOT, EPA and local utility commission regulations.
Emergency response and NIMS/ICS — participate in incident command, mutual aid and large-scale restoration efforts.
Heavy equipment and vehicle operation — operate bucket trucks, digger derricks, backhoes and related equipment safely; maintain required driver certifications (CDL if required).
Welding, basic electrical/mechanical repair, and conduit/pipe work relevant to utility systems.
Data-driven reporting — compile KPIs (SAIDI/SAIFI), generate daily logs and provide actionable insights for operations leadership.
Permit and traffic control coordination — obtain permits, manage lane closures and ensure public safety during roadside operations.
Pipeline/gas leak detection and response (for gas-focused roles) — use leak detection instruments and follow emergency shutdown protocols.

Soft Skills

Clear, concise communicator — able to explain technical issues to leadership, regulators and customers without jargon.
Leadership and crew coordination — delegate effectively, motivate field staff and maintain accountability for outcomes.
Problem-solving under pressure — quickly assess complex failures and make safe, practical restoration decisions.
Customer service orientation — empathetic, timely and transparent with affected customers during outages or service disruptions.
Strong situational awareness and safety-first mindset — anticipates hazards and enforces compliance.
Time management and prioritization — balance reactive work (emergencies) with planned maintenance and documentation.
Collaborative team player — works cross-functionally with engineering, planning, and customer service teams.
Attention to detail — ensures accurate asset records, compliant permits and precise repair work.
Adaptability — comfortable with changing schedules, severe weather response and evolving technologies.
Coaching and mentoring — develops field talent and fosters continuous learning.

Education & Experience

Educational Background

Minimum Education:

High School Diploma or GED plus relevant vocational training or certifications (electrical, mechanical, utility technology).

Preferred Education:

Associate Degree or Bachelor’s Degree in Electrical Engineering Technology, Power Systems, Mechanical Engineering, Civil Engineering, Environmental Science, or Utility Management.

Relevant Fields of Study:

Electrical Engineering / Power Systems
Mechanical or Civil Engineering Technology
Utility Technology / Utility Operations
Environmental Science or Engineering
Occupational Safety / Industrial Hygiene

Experience Requirements

Typical Experience Range:

3 to 7 years of progressive field experience in utility operations, distribution maintenance, or related trades. (Specialist roles may accept 1–2 years with strong certifications and demonstrated capabilities.)

Preferred:

5+ years in distribution operations (electric, gas, water), crew leadership, outage restoration, or SCADA/OMS operations.
Demonstrated experience with regulatory compliance, emergency response (storm restoration), and CMMS/GIS systems.
Certifications such as CDL Class A/B, OSHA 10/30, NIMS ICS, CPR/First Aid, Journeyman/Apprentice credentials, or industry-specific training (e.g., pipeline operator qualification, meter technician certification) are highly desirable.