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Senior Customer Care Program Engineer

San Francisco, CA, US, 94105

Requisition ID # 30831 

Job Category : Engineering / Science 

Job Level : Individual Contributor

Business Unit: Customer Care

Job Location : San Francisco



Department Overview

In Customer Care, we are focused on delivering the desired customer experience for each of our customers. Everything we do starts with the customer and our information about the customer. Within Customer Care, PG&E’s Customer Energy Solutions department (CES) is responsible for designing, implementing and administering customer demand side management programs, including energy efficiency; distributed generation, demand response, and rate programs that help PG&E customers in Northern and Central California manage the energy use of their homes and businesses. PG&E has been a national leader in energy efficiency since 1976 and continues to recruit and develop individuals to carry the CES Department’s legacy of effective energy efficiency programs on into the future.


Within Energy Efficiency, the EE Quality Control and Communications (QC&C) team is a dynamic and critical organization that manages the Quality Control oversight of PG&E's deemed, custom, and meter-based commercial, industrial, and agricultural (CIA) EE offerings and certain external third-parties (such as energy consulting companies that focus on energy efficiency programs and services).


The EE QC&C Custom Implementation Team (CIT) reviews all custom incentive applications to ensure compliance with regulatory and PG&E requirements. CIT works closely with the California Public Utilities Commission staff to manage the overall quality of custom EE projects and the custom project review process.


Position Summary

The preferred location is San Francisco.  There may be an opportunity for flexible work location of San Jose, Concord, Sacramento, or Davis and will be determined by the hiring leader and the successful candidate.


The successful candidate will review custom calculated incentive applications for compliance with CPUC and PG&E requirements.  CIT engineers are responsible for maintaining a strong familiarity with CPUC guidance, PG&E processes and requirements, PG&E data tracking and reporting requirements, and a variety of energy efficiency technologies that are eligible for incentives.  This role will also coordinate review requests with the CPUC Custom Project Review team and CPUC project evaluators.


The successful candidate can quickly assess technology applicability and eligibility, compare against CPUC guidance, and communicate recommendations that conform with program rules.



  • Solve complex problems with unique circumstances to conduct policy and technical reviews, assess pre-installation and post-construction field verification reports, conduct workpaper review and engineering assessments.
  • Provide technical leadership by developing program technical requirements.
  • Recommend cost and quality improvements.
  • Support programs and service system and state-wide technical policy.
  • Support delivery and technology transfer of programs and services.
  • Influence energy efficiency standards and policies at state and national levels.
  • Coordinate quality control review with PG&E custom platform stakeholders and the CPUC.





  • Bachelor’s in engineering or equivalent work experience
  • 4 years of engineering experience
  • Must possess a valid California driver’s license or ability to obtain by first day of employment


  • Professional Engineer (PE) license or Certified Energy Manager (CEM) certification
  • Strong familiarity with end use technology in commercial, industrial and/or agricultural processes, such as commercial and industrial lighting, HVAC equipment, central plant heating, cooling and distribution systems and controls and building energy management systems.  
  • Experience with energy savings calculations for nonresidential retrofit projects, new construction projects and demand response projects, Title 24 and Title 20 standards
  • Strong experience with energy modeling and technical writing
  • Strong experience with CPUC requirements for Energy Efficiency, including methods for determining industry standard practice, influence, free-ridership, baselines, measure type, and technology eligibility
  • Strong familiarity with results and methods of CPUC custom project review and evaluation
  • Proficient in Microsoft Office: MS Excel, Word, PowerPoint
  • Strong focus on client and customer satisfaction
  • Master’s degree in engineering
  • Engineering degree in mechanical or electrical engineering
  • Successful track record interacting with CPUC staff and utility program staff
  • Strong collaborator and problem solver that seeks win-win solutions
  • Over 5 years’ experience in utility energy efficiency program measurement and verification techniques, project review, and project evaluation
  • Excellent communicator—able to remain calm and respectful in contentious situations
  • Strong experience leading multi-stakeholder initiatives to improve processes and incentive project quality
  • Experience and proficiency in project management:  manage multiple priorities and projects to completion such as energy efficiency projects
  • Familiarity with Salesforce CRM platform
  • Strong focus on safety



Our Mission

To safely and reliably deliver affordable and clean energy to our customers and communities every single day, while building the energy network of tomorrow.

Our Vision

With a sustainable energy future as our North Star, we will meet the challenge of climage change while providing affordable energy for all customers.

Our Culture

We put safety first.
We are accountable. We act with integrity, transparency and humility.
We are here to serve our customers.
We embrace change, innovation and continuous improvement.
We value diversity and inclusion. We speak up, listen up and follow up.
We succeed through collaboration and partnership. We are one team.

Pacific Gas and Electric Company (PG&E), a subsidiary of PG&E Corporation (NYSE:PCG), is one of the largest combined natural gas and electric companies in the United States. Based in San Francisco, our 24,000 employees deliver safe, reliable, affordable and clean energy to nearly 16 million people throughout our Northern and Central California service area, stretching from Eureka to Bakersfield and from the Pacific Ocean to the Sierra Nevada.

More About Our Company

Pacific Gas and Electric Company is an Affirmative Action and Equal Employment Opportunity employer that actively pursues and hires a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, color, national origin, ancestry, sex, age, religion, physical or mental disability status, medical condition, protected veteran status, marital status, pregnancy, sexual orientation, gender, gender identity, gender expression, genetic information or any other factor that is not related to the job.

Employee Privacy Notice                                                                                                                                                                                                                                      The California Consumer Privacy Act (CCPA) goes into effect on January 1, 2020. CCPA grants new and far-reaching privacy rights to all California residents. The law also entitles  job applicants, employees and non-employee workers to be notified of what personal information PG&E collects and for what purpose. The Employee Privacy Notice can be accessed through the following link: Employee Privacy Notice

PG&E will consider qualified applicants with arrest and conviction records for employment in a manner consistent with all state and local laws.

Nearest Major Market: San Francisco
Nearest Secondary Market: Oakland