Senior Vice President, Customer Service
Southern California Edison
Erwin Furukawa is senior vice president of Customer Service for Southern California Edison (SCE), which serves more than 14 million people in 15 counties of Central, Coastal and Southern California and is one of the nation's largest investor-owned electric utilities. Named for his strategic leadership as one of the top twelve utility champions by Intelligent Utility magazine, Furukawa is responsible for industry-leading demand-side management programs, innovative customer products and services, customer engagement and call center operations, field services, account management and advanced metering at SCE.
In response to the rising demand for electricity and increased need for understanding of the benefits of smart-energy use, Furukawa is focused on SCE initiatives that help customers manage their energy and improve efficiency. For several years SCE has been ranked among the first quartile of utilities in the J.D. Power and Associates Electric Utility Customer Satisfaction Study by both its business and residential customers. He and his team are responsible for the marketing and management of one of the nation’s leading energy efficiency programs and California’s largest demand response offerings for residential, commercial, industrial and agricultural customers. The U.S. Department of Energy and the Environmental Protection Agency have awarded SCE their national ENERGY STAR award twelve times.
Furukawa’s organization is reinventing the way customers manage their energy use through an array of new, smart-meter enabled tools and services. The industry-leading and award-winning Edison SmartConnect® wireless metering program provides a key step in transforming the electric system into a smart grid. With Edison SmartConnect meters, nearly 5 million SCE residential and small business customers in the utility’s 50,000-square-mile service territory are able to make smarter choices about their energy use.
In his previous role at SCE, Furukawa led the company’s Customer Programs & Services division, where he was responsible for improving the customer experience for SCE’s business and residential customers through innovative tools, technologies and engagement strategies. Before joining SCE, Furukawa held executive leadership positions at AT&T, SBC and Pacific Bell where he led a number of sales and marketing organizations.
Furukawa has been an active participant on the boards of many professional and community-based organizations throughout his career. He currently serves on the Edison Electric Institute Retail Energy Services Executive and Customer Service advisory committees, and the boards of Alliance to Save Energy, Asian and Pacific Islander American Scholarship Fund, Asian/Pacific Islander Chamber of Commerce and Entrepreneurship, UC Davis Energy Efficiency Center and the Corporate Advisory Board to the University of Southern California Marshall School of Business.
Furukawa graduated from the University of Southern California with a bachelor’s degree in marketing, and he earned an MBA in management from the University of San Francisco.
Updated December 2013
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