E/EE, Service Quality, Water Reclamation Network

This role (Engineer/Executive Engineer) is with the Service Quality Section, under the Water Reclamation (Network) Department.

As an Engineer under the Service Quality Section, you will play a role in maintaining high standards of stakeholder engagement and service quality. Your responsibilities include: 1. Lead and oversee shift teams in the Operations Centre and First Response Teams to ensure effective management of feedback cases and operational incidents, which may include cross functions coordination and team support. 2. Perform and supervise stakeholder and case management duties in accordance with required service standards including supervising the day-to-day assignment and handling of feedback cases, quality of feedback response and service, and timely resolution of feedback cases. 3. Drive improvements to service delivery and performance through review and analysis of feedback trends and level sensor data, identification of recurring issues and root causes, and recommend follow ups. 4. Ensure effective resources deployment, response and stakeholders’ coordination through constant review of Standard Operating Procedures (SOP) and refining workflow processes. 5. Oversee and manage contractors responsible for the maintenance of level sensors, including payment, performance monitoring, work scheduling, and ensuring compliance with contractual requirements. Ensure sensors are properly maintained, calibrated, and operational through regular audits and timely follow-up on maintenance and rectification works.

1. Degree in Civil, Mechanical or Environmental Engineering 2. Independent and able to lead a small team 3. Strong analytical skills in reviewing data, trends and root causes identification 4. Good interpersonal communication skills with the ability to communicate with members of the public, contractors and other stakeholders