Senior/Jr. Engineer - Electricity

Role & responsibilities

Senior Engineer Distribution / Metering & Customer Operations

Experience: 3–6 Years

Qualification: B.E./B.Tech in Electrical Engineering preferred
Diploma holders with relevant experience in electrical distribution, metering or utility operations may also be considered.

Preferred Experience / Knowledge

• Experience in electricity distribution, metering, customer operations or utility field operations.
• Strong understanding of meter reading, new connections, billing-related activities and field service operations.
• Experience in supervising field teams, Junior Engineers and vendor manpower.
• Knowledge of MERC regulations, Electricity Act, electrical safety requirements and utility SOPs will be preferred.
• Exposure to SAP/GIS, MIS reporting and field-force management systems will be an advantage.

Key Responsibilities

1. Team Management & Field Governance

• Supervise Junior Engineers, field staff and vendor manpower engaged in distribution and customer operations.
• Allocate daily field activities and monitor manpower deployment and productivity.
• Review field performance against defined operational targets and service-level TATs.
• Conduct regular and surprise field inspections to assess work quality, compliance and customer service.
• Identify operational gaps and implement corrective actions to improve field productivity and service quality.

2. Meter Reading & Bill Distribution Governance

• Ensure timely completion of monthly meter-reading activities as per defined targets and operational cycles.

• Monitor key performance parameters, including:

• Meter-reading cycle completion

• Actual meter-reading percentage

• Optical/manual reading performance

• Estimated and not-read cases

• Abnormal/exception cases

• Bill delivery

• POD compliance

• Analyze meter-reading deviations and identify root causes.

• Coordinate corrective actions, re-reading and exception resolution.

• Ensure meter-reading and bill-distribution activities are completed within defined TATs and quality standards.

• Drive achievement of operational KPIs, including 99% cycle completion, 99.5% actual meter reading and 99% bill delivery, as applicable.

3. New Connection & Service Operations

• Supervise new connection applications, field verification and service-related activities.
• Review site verification reports prepared by Junior Engineers and ensure technical/prerequisite compliance.
• Monitor customer/site readiness, meter release, installation and service execution.
• Coordinate with Service, Customer Service, Meter Management and other internal teams for timely execution.
• Monitor deviation, objection and pending cases and ensure timely resolution.
• Track work orders through execution to final closure within defined TATs.

4. Customer Complaint Management

• Handle escalated customer complaints related to metering, billing, meter reading and service connections.
• Conduct or coordinate joint site inspections for complex customer issues.
• Review field findings and ensure appropriate corrective action.
• Coordinate with relevant internal teams for resolution of customer complaints.
• Support resolution of TMC/CGRF and regulatory-related cases, wherever applicable.
• Ensure customer complaints are closed within prescribed TATs with proper documentation.

5. MIS, KPI & Performance Monitoring

• Prepare, review and analyze operational MIS and performance reports.

• Monitor and report:

• Daily field productivity

• Meter-reading status

• Exception and not-read cases

• New connection status

• Pending work orders

• Customer complaint status

• TAT/SLA performance

• Manpower productivity

• Safety performance

• Analyze trends and operational deviations and recommend corrective actions.

• Ensure accurate and timely submission of daily, weekly and monthly performance reports.

6. Compliance, Audit & Safety

• Ensure compliance with applicable Electricity Act provisions, MERC regulations, company SOPs and safety requirements.
• Ensure field teams follow prescribed electrical safety procedures and LSSR requirements.
• Conduct periodic checks to ensure compliance with operational and safety standards.
• Maintain proper records and documentation for internal and external audits.
• Track audit observations and ensure timely closure of corrective actions.
• Report safety incidents, near misses and non-compliance issues and drive corrective measures.

7. Vendor Management

• Monitor deployment, attendance, productivity and performance of vendor manpower.
• Allocate and review vendor work assignments against operational requirements.
• Verify work completion and quality before closure.
• Monitor vendor performance against defined SLA/TAT and productivity targets.
• Identify recurring performance issues and coordinate corrective actions with vendors.
• Escalate persistent performance, quality or compliance issues to management.

Key Skills

Electrical Distribution | Power Distribution | Metering Operations | Meter Reading | New Connection Operations | Customer Complaint Management | Field Operations | Team Management | Vendor Management | MIS Reporting | KPI Management | SLA/TAT Management | SAP | GIS | Work Order Management | Electricity Billing | Field Verification | Electrical Safety | LSSR | MERC Regulations | Electricity Act | Audit & Compliance

Preferred Candidate Profile

Candidates with 3–6 years of experience in electricity distribution, utility operations, metering, field service operations or customer operations will be preferred.

Preferred candidate profile

Experience 3 to 6 years

Qualification

B.E./B.Tech in Electrical Engineering preferred.

Diploma with relevant distribution experience may also be considered.