Job Description
Insight Global is looking for an experienced utility professional who can independently manage complex customer and executive escalations. The successful candidate must be capable of reviewing a situation, determining the root cause and responsible parties, coordinating corrective actions across multiple departments, obtaining realistic timelines, and communicating effectively with customers and senior leadership. The ideal candidate will possess strong utility industry knowledge, exceptional communication skills, sound judgment, and the ability to manage sensitive, high-profile issues involving major customers, municipalities, developers, executives, and occasionally the CEO's office. They must be highly organized, customer-focused, and comfortable holding internal stakeholders accountable through to final resolution.

Skills and Requirements

Receive, triage, and manage customer, municipal, developer, and executive-level escalations.

Review escalation details and identify the underlying issue, responsible department(s), and required actions.

Coordinate investigations across Engineering, Design, Operations, Construction, Customer Care, System Planning, Regulatory, and external stakeholders.

Obtain transparent explanations, timelines, action plans, and commitments from responsible teams.

Provide concise and professional updates to customers, consultants, developers, municipalities, senior leadership, and executives.

Track escalations through to resolution and ensure commitments are fulfilled.

Escalate systemic issues, emerging risks, and reputational concerns to management.

Prepare executive briefings,



summaries, and recommendations for leadership review.

Personality Traits
These are honestly more important than technical skills.

Angry customers

Developers threatening legal action

Executive complaints

Municipal concerns

Internal disagreements

Utility industry background

Experience managing executive-level complaints

Strong project coordination skills

Extremely organized and detail-oriented

Able to challenge internal teams professionally

Proven ability to de-escalate difficult customer situations

Writes exceptionally well

Comfortable presenting to senior leadership

Understands risk, reputation, and customer impact

Demonstrates ownership rather than simply forwarding emails

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to [email protected].

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📌 Customer Technical Advisor (Ontario)
🏢 Insight Global
📍 Ontario