Management
Laurie Palmer – COO of ECALIBER Canada
A visionary and leader in her field, Laurie brings expertise in business process automation, industry regulations, and utility software solutions to ECALIBER and our valued software partners. Laurie earned her Bachelor of Commerce Degree in Management Economics from the University of Guelph and has devoted more than 10 years to the utility industry. During that time she spent five years with Milton Hydro and served on the Market Readiness Task Force with the Ontario Energy Board, where she was responsible for ensuring market readiness and led market testing with Harris Customer Information Systems (CIS) to ensure compliance with the deregulated electricity industry.
Laurie’s long and varied involvement in the utility sector has given her a unique perspective that enables her to see possibilities. As COO, Laurie oversees the operational management of the ECALIBER suite of software solutions and services. This includes hosting services, professional services, support and training, meter calibration and quality management. Laurie values the opportunity to work with her clients and staff, ensuring that ECALIBER is delivering the solutions and the quality of service that is expected. Her visionary outlook promotes innovation and growth within ECALIBER and the clients we proudly serve.
Todd Ross - COO of ECALIBER US
Todd brings over 15 years of experience in management, consulting and designing in the international and national public utility sector. Since the Ontario electricity market opened in 2002, Todd has overseen 45 Customer Information and Financial Information System conversions for water and electric utilities around the world. He's served on the Harris Computer Systems Executive Steering Committee and is also a Director for Utilismart Corporation.
Mr. Ross constantly looks with a critical eye for what will help companies operate better. This focus brought him incredible success leading the design of ECALIBER's hosted Quadra Software Solution, a suite of work management, work scheduling, work estimating and progress reporting tools that have been crucial in enabling companies such as Erie Thames Powerlines, Essex Power, Lakefront Utilities, Wellington North Power and Goderich Hydro achieve compliance with the Electrical Safety Authority's (ESA) requirements. Todd has also been instrumental in developing the ECALIBER Application Service Provider model for our back office business solutions. His vision is to see ECALIBER become the business solution provider of choice for back office utility solutions and services in North America.
Andy Molnar – Business Development
With over eight years experience in the utility industry, Andy has been influential in the area of customer relations and business development within ECALIBER and our broad customer base. Andy has been a part of the ECALIBER team for three years, providing leadership in relationship-building exercises among ECALIBER clients; monitoring client satisfaction and overseeing procedures detailing opportunities for growth; and innovation within specific client areas.
With a BA in Political Science and five years experience at Utilismart as a customer relations manager, Andy has developed key learning initiatives, superior customer relation skills and a vast understanding and knowledge of utility industry standards. He is passionate about finding the best solutions for our clients' needs and enjoys exploring these areas by conversing with our clients and developing new product processes that will help clients improve their business and practices. Andy envisions a future of growth and development for ECALIBER's clients as we continue providing expert turn-key operations, cost-effective solutions and products to our clients.
Kim Ellis – Customer Solutions Manager
Kim offers a solid foundation to ECALIBER’s customer service and billing team, ensuring exceptional service to utility companies and their customers. Her 19 years of experience in the utility market have given her strong knowledge of regulatory requirements which is invaluable as we strive to ensure our clients’ compliance with industry and government standards. Kim has extensive practical experience with the Harris and Utilismart systems and has provided training and documentation to clients throughout Ontario, assisting with multiple utility conversions to the Harris system.
Dedicated to helping our clients achieve optimal performance, Kim leads in her role as Customer Solutions Manager with solid expertise you can trust. She is excited to help our clients through challenges; her abilities in working through difficult situations proved themselves again when she helped a client develop new customer service procedures following an amalgamation of seven utilities. Kim has her AMCT designation and has completed numerous customer service courses which include interpersonal skills for management, effective supervision, dealing with difficult customers and customer service communication.
Richard McDuffe – General Manager of Coulter Services
Richard has worked with Coulter and served as Coulter’s General Manager since 1994, overseeing the development of the company as one of Canada’s leading water meter service providers. A visionary with an entrepreneurial spirit, Richard saw the possibility for Coulter to truly have an impact in the industry when the opportunity arose for Coulter to join ECALIBER. Since becoming a partner with ECALIBER, Coulter has been able to reach more customers with the expert service and knowledge they provide.
As the former Vice President of Corporate and Commercial Banking for a large international banking consortium, Richard has a natural desire to continue developing the business. He looks to the future, making it a priority to remain on top of the latest developments in the industry and of emerging water meter technologies. He led Coulter to expand their capabilities to include servicing large meter installations, electronic meter servicing (electromagnetic flow meters) and improved testing and servicing techniques. Following the Walkerton water debacle, Richard recognized the importance of accurate data collection and encouraged his team to develop Coulter’s ability in this area. Today, Coulter offers non-biased meter servicing for all types and models of meters and prides itself on its large stock of materials and fittings which enable the company to promise quick turnaround.
