Customer Service Superintendent at BOTSWANA POWER CORPORATION

Main purpose of the position

To lead, supervise, monitor and control all the operations and maintenance of the Distribution network to ensure network availability, quality of supply and operational safety. The incumbent will also be responsible for supervising all customer service activities for efficient customer service delivery in the area of responsibility.

Job Responsibilities

• Supervises the activities of the team to ensure that operational systems, procedures and safety standards are observed at all times.
• Authorises, controls and carries out switching operations in accordance with Transmission and Distribution standards, policies and procedures in the area of responsibility to ensure safety and minimal disruption to customer supplies.
• Acquires approval of way leaves and servitude rights from local land board authorities and other stakeholders to facilitate network development in accordance with statutory requirements.
• Recommends composite metering kiosks drawings for approval by the Engineer.
• Investigates, assesses public liability third party damages to equipment/appliances and recommends appropriate action following damages.
• Liaises with National Control Centre, other Distribution Service Centres, and outside utilities to coordinate system network coupling, outages, and other network operations.
• Contributes to formulation and review of operating and system control procedures and policies to ensure efficiency and safety.
• Directs field operators to faults on the distribution network and assists with the faults investigations to ensure the power supplies are restored within acceptable times
• Update schematics and operating diagram to ensure safety of personnel and equipment.
• Receives and logs all fault complaints from customers and refers them to Fault Crews for assessment and repairs
• Records and maintains a log on network activities and events to ensures availability of historical information for investigation and trend analysis.
• Executes faults resolution on SAP for effective customer satisfaction.
• Liaises with other regional utilities on issues of cross boarder power supplies to ensure continuity of power supply to customers
• Investigates and initiates repairs of network faults and supply quality problems to ensure speedy restorations of supplies and provision of supply services according to set standards.
• Checks metering kiosks to ensure that they are wired, installed and commissioned in accordance with Procedures, Regulations and Safety Standards.
• Supports others by performing prescribed project management activities following existing procedures
• Supervises issuance of allocated works orders, outage management, commissioning and follows up with Consultants on customer connection delivery progress to facilitate the resolution of any issues affecting the timely delivery of connections.
• Verifies and approve variations in the scope of work to ensure timely completion of the project.
• Advises Customer on connection requirements to facilitate effective project implementation.
• Works within strict quality standards to support the supply and distribution of electricity
• Conducts planned tasks observations to ensure that all activities are done with accordance to planned procedures for continuous improvement
• Produces accurate reports for others by collecting data from a variety of standard sources and inputting that data into standard formats
• Compiles and documents recurrent faults, defects and repairs to ensure systematic maintenance of the distribution network.
• Monitors fleet utilisation and arranges for fleet repair and maintenance in line with maintenance schedule and as and when there is breakdown
• Liaises with other department such as Service Delivery, Security Operations, Supply Chain in executing their functions in service centres
• Participates in safety inspections and reports on findings to maintain safety of personnel and good housekeeping of the plant.
• Participate and in formulation and implement safe working procedures on all system maintenance equipment for maximum operational safety

Qualifications

• Bachelors Degree in (Electrical) Engineering or equivalent

OR

• Diploma in (Electrical) Engineering or equivalent
• Class B Driver’s license required
• Senior Authorisation is compulsory at Distribution level – 66kV
• Registration with Engineers Registering Board (ERB) is compulsory at Professional level

Experience

• Degree with five (5) years post qualification experience in the power Transmission and distribution environment.

OR

• Diploma with seven (7) years post qualification experience in the power transmission & distribution environment.

Competencies