[20140320] The Straits Times - Power Sector Draws Young Talentshttps://www.spgroup.com.sg/dam/spgroup/wcm/connect/spgrp/b1a97c06-76fa-4793-b491-f87dd3d61fcf/%5B20140320%5D+The+Straits+Times+-+Power+Sector+Draws+Young+Talents.pdf?MOD=AJPERES&CVID=B10 THURSDAY, MARCH 20, 2014 THURSDAY, MARCH 20, 2014 B11 A SPECIAL FEATURE BROUGHT TO YOU BY Power sector draws young talents Singapore Power awards scholarships to ITE and polytechnic students eyeing fulfilling careers in the dynamic energy sector KIMBERLEY KOH STUDENTS pursuing electrical or mechanical engineering courses at the Institute of Technical Education (ITE) and polytechnics can now apply for scholarships from Singapore Power if they are keen on careers in the energy sector. It is the first time the leading energy utility company is offering scholarships at the ITE and polytechnic levels, which have been named after the late unionist Mr Nithiah Nandan (see sidebar). The inaugural batch of 21 recipients of the Nithiah Nandan ITE and Polytechnic Scholarships received their Singapore Power study awards from Mr Lim Swee Say (right), Secretary-General of the National Trades Union Congress, during a presentation ceremony on Tuesday afternoon at the Devan Nair Institute of Employment and Employability (e2i). Thirteen recipients are from Singapore Polytechnic and Ngee Ann Polytechnic while the rest are students of ITE College East and ITE College West. The latest scholarships complement those that Singapore Power provides to current undergraduates and students who are about to enrol in universities. These are part of Singapore Power’s efforts to groom talent and develop their expertise in various areas to help the company sustain the reliability of Singapore’s world-class power system. After completing their studies, the scholarship recipients will begin their careers with Singapore Power, where they can look forward to upgrading their skills and knowledge under the company’s range of professional and personal development schemes. Singapore Power also offers the Engineering Development for Graduates (EDGE) programme, which aims to build a pipeline of engineering talents with Professional Engineer Certification. EDGE hires also can look forward to structured training programmes, job attachments, comprehensive training and rotational stints in key operational areas. Details are at www.singaporepower.com.sg Energy is critical to Singapore’s growth and all essential activities of daily life. It takes a dedicated, highly skilled workforce to power the nation. The work we do is central to ensuring reliable, cost-efficient power supply. We work closely with academic institutions, the Union of Power and Gas Employees and the labour movement to nurture diversity of talent and develop expertise for the power sector. The Singapore Power scholarships will be an important component to the suite of learning and development programmes available to SP employees, enabling them to advance and excel throughout their career with us. — MR WONG KIM YIN, GROUP CHIEF EXECUTIVE OFFICER, SINGAPORE POWER The power sector is a good model of how companies, learning institutions and the labour movement effectively build a pipeline of workers who are knowledgeable and committed to their jobs. Workers have a structured career path that rewards good performance and continuous upgrading efforts. I am pleased that the legacy of a highly respected unionist, the late Nithiah Nandan, is honoured through the Singapore Power scholarships. I hope these initiatives will inspire more Singaporeans to pursue a meaningful career in the power sector. — MR LIM SWEE SAY, SECRETARY-GENERAL, NATIONAL TRADES UNION CONGRESS NTUC Secretary-General Mr Lim Swee Say (sixth from left) with Mrs Nithiah Nandan, Singapore Power Group CEO Mr Wong Kim Yin, UPAGE leaders and recipients of the inaugural Nithiah Nandan ITE and Polytechnic scholarships. PHOTO: SINGAPORE POWER WORKERS’ CHAMPION REMEMBERED Singapore Power’s new ITE and Polytechnic scholarships are named after Mr Nithiah Nandan (below), the late union leader who fought for the welfare of workers in the power sector. PHOTO: SPH He was executive secretary of the Union of Power and Gas Employees (UPAGE) and a former Nominated Member of Parliament. He died of cancer in 2007. He believed in hard work and skills upgrading as key to improving the lives of rank-and-file workers. He convinced their employer to sponsor their studies – including those in their 50s – for a National Technical Certificate-3 metal machining certificate. To show his support and solidarity, Mr Nithiah and the UPAGE executive council members pledged not to accept any promotion for six years until every low-wage worker in the company received upgrading and was promoted. His push for continuous learning eventually paid off as the prospects of the low-income employees improved. Paying tribute to Mr Nithiah, Singapore Power described him as a man of integrity, commitment and strong conviction, which are values the company shares, and named the scholarships to honour his memory. WORKING in the dark, driving through peak-hour jams and dealing with people who may take out their frustrations on him — it is all in a day’s work for SP PowerGrid service technician Muhd Shaiffudin Wakiman (left) . Working 24/7 over three rotating shifts, the 35-year-old and his colleagues are the first to arrive at the site of any network incident like power disruptions. Armed with safety gear, tools, voltmeters and other electrical equipment, they work to ensure that the electrical supply is restored as quickly and efficiently as possible. Sometimes, they are literally groping in the dark. Serving with pride Professionalism and dedication are the key qualities of Singapore Power employees, who toil endlessly to ensure the country enjoys an uninterrupted supply of electricity, reports NICHOLAS YONG FOURTEEN years ago, Mr Kane Neo (left) joined Singapore Power, drawn by childhood memories of his home and his uncle. “I remember being fascinated by how electricity is transported to houses, when I looked up at the low voltage overhead cables outside my old kampung house. My uncle was also working in the power industry, and through him, I could see the respect and pride associated with the profession,” he says. He was 28 when he began his Singapore Power career as a member of the network management team responsible for ensuring continuous power supply to households in western Singapore. Mr Neo rose to oversee a crew of more than 20 engineers and technicians, First on the scene Rain or shine, technician Muhd Shaiffudin Wakiman is always hard at work PHOTOS: SINGAPORE POWER Sustaining reliability A diverse and holistic career is powering engineer Kane Neo’s efforts to shape Singapore’s energy landscape Mr Shaiffudin says: “It can get very dark in customers’ houses, even with torchlights. We need to walk carefully to avoid tripping, and also to handle the electrical equipment with extra care.” Starting as an assistant when he first joined the company in 2006, he has advanced in his career thanks to Singapore Power’s Progressive Wage Model that provides a structured pathway for employees to upgrade their skills, move up the career ladder and achieve higher income. Mr Shaiffudin’s “office” is a service van equipped with materials such as cables, fuses and a mobile generator. As the designated driver, he needs to be quick-thinking while on the road. “When we respond to disruptions during peak hours, the traffic conditions can be bad. We try to avoid the busy roads, or look for alternative routes to CUSTOMERS make some 75,000 calls a month to the Integrated Call Centre at Singapore Power, keeping 117 staff based there busy attending to requests for information and complaints. Some of these employees are mentored by the company’s awardwinning service ambassador, Ms Ires Wang (left), a veteran with 14 years of experience. Now a team coach in customer relationship management at SP Services, a subsidiary of Singapore Power, Ms Wang supervises her staff and gives advice on providing service. “Sometimes the issue may be small, but all the customer needs is a listening ear, an outlet for him to give feedback,” she says. The 35-year-old joined Singapore Power after graduating from Ngee AS A senior engineer at SP PowerGrid, a subsidiary of energy utility provider Singapore Power, Mr Jaimes Kolantharaj (left) handles “massive” and “complex” projects, with each typically lasting one to two years. The 32-year-old is currently working on the installation of circuits at a power transmission substation in Upper Jurong. The cables are for an upcoming power plant that supports the Tuaspring seawater desalination plant, the largest in Singapore. Attached to the Network Development division, Mr Jaimes ensures that each project meets the required specifications, is within budget and is delivered on time. He oversees the entire process from installation to testing to going live. whose tasks were to maintain and test cables and equipment. More than a decade later, he became the Head of Section in charge of the team looking after northern Singapore. The 42-year-old holds a bachelor’s degree with second class honours in electrical and electronics engineering from the University of Aberdeen in Britain. He is also a registered Professional Engineer under the Professional Engineers Board Singapore. Overseas stint In his eighth year with the company, Mr Neo was seconded for two years to Jemena, Singapore Power’s subsidiary in Australia, which builds, owns and maintains electricity, gas and water assets. get to our destination. It helps to know the roads in Singapore well,” he says. When it rains, their skills are tested and true teamwork surfaces. “Rain will affect our visibility, and we also have to make sure the electrical equipment doesn’t get wet. So while we wear our raincoats, sometimes one of us will hold the umbrella to shelter the other guy who does the work. And when there is lightning or heavy rain, we need to stop work as a safety precaution,” he says. Mr Shaiffudin also repairs and maintains network equipment, and assists engineers on site at substations and transformers during wider outages. He also communicates with the public during disruptions to allay their concerns. It is perhaps this last role — of reassuring frustrated customers — that is perhaps the most challenging part of his job. Mr Shaiffudin cites an incident when he was called to attend to a house without power, where the lights had shut down due to a network fault. He Customers matter most Passion, patience and perseverance make up call centre team coach Ires Wang’s award- winning ways Ann Polytechnic with an engineering diploma. Passion for her job is key to her career longevity. She says: “I have always wanted a career in customer service. When I am able to meet my customers’ needs, or win over an angry customer, it makes my day. The best and most satisfying part of my job is to receive customers’ appreciation through e-mail or letters.” Service DNA She recalls attending to a customer some years ago on the eve of Chinese New Year. The customer had closed his utilities account and asked for his deposit to be refunded urgently as he was leaving Singapore. “I had to handle the case till past office hours,” she says. “I also came back to the office on the second day Powering the future Engineer Jaimes Kolantharaj works behind the scenes to enhance the power infrastructure It is a role that requires Mr Jaimes to deal with various stakeholders. Externally, he meets with representatives from government agencies such as the Land Transport Authority to discuss land use issues, or National Parks Board to ensure the minimal impact of construction on greenery. Internally, he and his colleagues from the Planning and Strategy Division chart the roadmap for Singapore’s future electricity infrastructure. International experience Armed with professional experience from working in India, Qatar and Dubai, he joined the company in 2011, drawn by its reputation as one with the world’s shortest and least power disruptions. “Even in developed nations and advanced economies, power outages can be common. In Singapore, the power network is one of the most reliable and efficient,” says Mr Jaimes, who holds a Master in Power Engineering from the He was responsible for electrical networks in north and south-east Melbourne and led a team in charge of substations, underground protection facilities and high voltage test laboratories. He says: “I met stakeholders like customers and unions to communicate the project and understand their interests. I worked with people of diverse cultures and backgrounds and expanded my professional network.” When he came back to Singapore, he returned to network management and assumed a leadership position. He says: “I oversaw projects to enhance the reliability of our system, and provide a higher level of service delivery to our customers and stakeholders, such as cable diversion works for the construction of the Downtown Line rail network. “A lot of the work we do goes on behind the scenes, like monitoring our network, and testing and maintaining our equipment. What the public see is road digging works we carry out for cable says: “To repair it, we needed to shut down the neighbour’s supply, due to the network configuration. The neighbour was naturally unhappy and we had to explain the situation to him.” Fewest outages Singapore consumers enjoy the world’s fewest and shortest power failures. When an interruption does occur, it could be due to numerous reasons such as customers’ faulty appliances and electric switchboards. But this often cuts no ice with customers concerned over food in their refrigerators going bad, and people frustrated with having to take the stairs when the lift is out of order. Progress on getting the job done can be hampered by countless enquiries. Mr Shaiffudin says: “Customers are always asking what’s going on. They want immediate updates on what caused the fault and when it will be fixed. We help them understand that our priority is to restore power safely, as of Chinese New Year to follow up. In the end we managed to deliver the cheque to him on time.” Ms Wang’s commitment and professionalism netted her the Gold Award in the 2006 Excellence Service Awards, which are annual accolades given out to high performers in various industries. Employees like Ms Wang have contributed to the power company’s strong service DNA. In 2012, SP Services was honoured as a finalist at the Singapore Service Excellence Medallion Awards for its customerfocused culture. The company’s one-stop service for all utilities led customers to rate it ahead of utility providers in Hong Kong, Japan and Australia. Frontline customer service is challenging, and having to do this without eye contact ups the ante. Says Ms Wang: “Dealing with customers over the phone is both a science and an art. The words that we say, our tone — all these have to be done the right way to avoid Nanyang Technological University. Mr Jaimes is also attracted by Singapore Power’s stellar track record in professional staff development. He says: “The company puts a lot of emphasis on training the employee; they feel that you should be trained well before you are immersed into the job. We also have all the modern facilities, and as a power engineer, it’s a dream to work with such sophisticated and high-end equipment.” In just two years, he has participated in major efforts to upgrade and expand the power network to meet growing demand and ensure continued and sustained reliability. Recently, Mr Jaimes oversaw the installation of high voltage cables from Jurong Pier to Upper Jurong, and from Upper Jurong to Tuas. These projects will help to strengthen the power network in western Singapore, he says. “The length of the Upper Jurong-Tuas circuit is about 9.5km long. Part of it was laid via the Tuas sea tunnel,” he says. “Typical cables are jointed, but the one installed in the undersea tunnel replacement.” So education is key to fostering public understanding, he adds. “We have to explain to customers that the projects we undertake now and our investments in infrastructure are necessary for the continued sustained reliability of our power network into the future.” Mr Neo’s diverse work experiences and unrelenting passion for the industry make him an authority on power engineering. He is now a deputy director at the SP Engineering Board, helping to establish a framework to shape and guide the company with enhanced operational policies and identify best practices, areas of improvement and new technologies. He also meets representatives from local and overseas companies to establish partnerships.He has been travelling to Europe and Asia to see what can be adapted for Singapore. He says: “A career at Singapore Power is not just a job. Here you will take in first hand the complexities of running the nation’s power network.” soon as possible. “When faced with an angry customer, the most important thing is to show empathy, and to assure customers that we are there to help. Whatever the situation, we take it in our stride, think on our feet and focus on service restoration.” As a professional who takes pride in his work, he gets a sense of satisfaction when customers are assured at seeing them arrive on site, knowing that help has arrived. More so, when supply has been restored. His wife is supportive of his work but their two children aged five years and three months are too young to understand the demands of his job and shift work. Mr Shaiffudin says with a chuckle: “My son always asks why I have to work when other people are not working. “This is a challenge I’ve taken up — to be part of a team that ensures the lights stay on, and provides power whenever and wherever it is needed.” miscommunication.” It helps to have a positive mindset and not to take things personally, she adds. “It is natural for customers to get upset occasionally when things do not go their way. What matters most is for us to promptly resolve the issue. I tell my staff, the customer is not angry with you, but the situation,” she says. She notes that callers become most annoyed when they are passed from department to department, with their issue still unresolved, or without viable alternative solutions. She says: “Imagine you are the caller with an issue to resolve. What kind of service would you expect? And how would you like the service staff to assist? Once we have the answers, we will then work towards meeting those expectations.” Her supervisory role means she still handles challenging customers daily. “As service staff, the most important thing is to build customers’ trust in us, so they will be assured that their interests are well taken care of.” wasn’t, and this was due to the space constraints within the tunnel. So the cable, which was 2.3km long, had to be transported and laid in one single piece. It took us a lot of planning and effort to get it done. “Installation of transmission cables is always a challenge because Singapore is densely built above and underground, and finding space for laying cables can be tricky. “It always feels like I am doing something important to enhance the Singapore network, or to help new industrial development. Whenever I come out of the office, I can see one of the transformers that I helped to build, and I feel very proud.” Besides working on high-profile projects, Mr Jaimes found time to attend training programmes on operations and maintenance, project management and communication. “Doing something you enjoy is important, but working for a company that nurtures you is equally important. I am glad I can have the best of both worlds.”