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• Reviews and acts against complaints
• Utilizes the available resources during shift to attend the received complaints efficiently and effectively and achieves minimum response & repair time against the received complaints
• Supervises the team in executing strategies and plans related to emergency maintenance of water pipelines, service connections and associated apparatus
• Visits sites during emergency maintenance and gives advice to inspectors
• Supervises field activities and implements the formulated contingency plans for emergency situations, in compliance with the established standards and guidelines
• Receives complaints notification from relevant departments, prepares daily shift duty roaster and distributes work and mobilizes his crew for emergency repair works, as per priorities
• Assists in reviewing and updating information, forms and reports pertaining to various customer complaints, and participates in developing sequential procedures to act on them, as and when required