Position Title
REF 1787: Support Officer (DMA and Distribution Network Services)
About Our Organisation
The Water Authority of Fiji is a corporate body established under the Water Authority of Fiji Act 2007 to make provision for the effective management and administration of the Water and the wastewater systems.
We are responsible for providing access to quality drinking water and wastewater services to over 159,000 and 33,540 residential and non-residential metered customers in the urban areas of Fiji and also setting up water supply systems in rural areas.
Position Objective
The Support Officer (DMA & Distribution Network) is responsible for coordinating and providing operational, administrative and logistical support to the DMA & Distribution Network Services function to ensure the efficient planning, coordination and delivery of daily field operations. The position serves as the primary coordination link between Engineers, Supervisors, Team Leaders and field crews by managing work scheduling, customer service requests, procurement processes, operational reporting, resource coordination and stakeholder communications to support the timely delivery of maintenance, repairs, Non-Revenue Water (NRW) initiatives and distribution network operations. The role ensures accurate information management, compliance with WAF policies and procedures, and contributes to the effective achievement of operational, customer service and organisational objectives. The position reports to the Team Leader Operations.
Key Accountabilities
- Effective Coordination of Daily DMA & Distribution Network Operations
- Coordinate the daily operational activities of the DMA & Distribution Network teams to ensure planned and reactive maintenance works are delivered efficiently and in accordance with operational priorities.
- Coordinate work schedules, daily task allocations and field activities between Engineers, Supervisors, Team Leaders and field crews to maximise productivity and ensure optimum utilisation of available resources.
- Ensure daily work orders, maintenance activities, shutdowns, valve operations, leak repairs, customer complaints, Non-Revenue Water (NRW) activities and emergency works are appropriately assigned, monitored and completed within agreed service levels.
- Monitor daily work progress and follow up outstanding operational activities with Supervisors and Team Leaders to ensure timely completion.
- Coordinate emergency response activities, including burst mains, major leaks, supply interruptions and other operational incidents, ensuring relevant staff, equipment and materials are mobilised promptly.
- Assist in coordinating planned water shutdowns, commissioning works and network maintenance activities, including customer notifications and stakeholder communication.
- Monitor operational priorities and recommend adjustments to work programmes based on changing operational demands and customer requirements.
- Maintain close communication with Engineers, Supervisors and field staff to ensure operational issues are identified early and resolved promptly.
- Operational Administration and Technical Support
- Provide high quality administrative, operational and technical support to the Team Leader Operations, Engineers, Supervisors and Technical Officers to facilitate effective delivery of DMA and Distribution Network Services.
- Assist with the preparation, review and implementation of operational plans, maintenance programmes, Standard Operating Procedures (SOPs), work instructions and operational guidelines.
- Coordinate departmental meetings, toolbox meetings, operational briefings and planning sessions, including preparation of agendas, minutes and action registers.
- Maintain comprehensive filing systems and document control for all operational correspondence, reports, technical documents, drawings and records in both electronic and hardcopy formats.
- Assist with preparation of annual operational budgets, expenditure forecasts and monitoring of administrative and operational expenses.
- Monitor departmental action items and ensure timely follow-up and closure of outstanding operational matters.
- Coordinate leave records, duty rosters, overtime documentation and staff attendance information for operational teams where required.
- Customer Service Request and Work Order Coordination
- Coordinate the receipt, assessment, allocation and monitoring of customer complaints, requests and service orders received through Gentrack and other reporting platforms.
- Ensure all customer requests are accurately logged, prioritised and assigned to the appropriate operational teams in accordance with the WAF Customer Charter and operational priorities.
- Monitor work order completion, turnaround times and outstanding customer requests to ensure service level targets are achieved.
- Liaise with Customer Experience teams and operational staff to ensure customers receive timely updates regarding service interruptions, repair progress and restoration works.
- Coordinate the completion, verification and filing of Work Order Forms and supporting documentation.
- Analyse customer complaints and service request trends, identify recurring issues and provide recommendations for service improvement.
- Ensure complaints management records are maintained accurately and reporting requirements are fully complied with.
- Procurement, Stores and Logistics Coordination
- Coordinate procurement requirements for the DMA & Distribution Network teams to ensure uninterrupted operational activities.
- Prepare and process Asset Acquisition Forms (AAF), Stock Order Forms (SOF), Requests for Quotations (RFQ), Purchase Requisitions and other procurement documentation in accordance with WAF Procurement Policy.
- Liaise with Procurement, Warehouse, Finance and suppliers to monitor procurement progress and expedite delivery of critical operational materials.
- Coordinate the ordering, collection and distribution of fittings, valves, pipes, meters, repair materials, plant, equipment and consumables required for field operations.
- Monitor stock availability and provide advance notification of potential shortages affecting operational delivery.
- Verify procurement documentation prior to approval and ensure compliance with delegated authorities and procurement procedures.
- Coordinate logistics support including transportation, fleet scheduling and equipment mobilisation for operational activities.
- Operational Reporting, Information Management and Performance Monitoring
- Coordinate the collection, verification and consolidation of daily, weekly and monthly operational reports from Supervisors and Team Leaders.
- Compile and maintain operational dashboards relating to burst mains, leaks, NRW activities, customer complaints, shutdowns, valve operations, work orders and maintenance performance.
- Maintain accurate records of damage reports, reinstatement works, utility claims, GIS updates and infrastructure information.
- Coordinate submission of operational reports to management within required reporting timeframes.
- Monitor reporting compliance across operational teams and follow up outstanding submissions.
- Prepare analytical reports incorporating trends, observations and recommendations to support management decision-making.
- Respond promptly to ad hoc information requests from management and internal stakeholders.
- Ensure all records, correspondence, operational documentation and electronic databases are maintained accurately and remain readily accessible.
- Stakeholder and Utility Coordination
- Coordinate communication and operational activities with external stakeholders including Fiji Roads Authority (FRA), Energy Fiji Limited (EFL), Telecom Fiji Limited (TFL), municipal councils, contractors, consultants and landowners.
- Coordinate utility clearance requests, reinstatement approvals, road opening permits and related operational documentation including the payment claim verification and payment clearance for works undertaken on other utility reserves or carriageways.
- Facilitate damage claim inspections, verification processes and submission of supporting documentation for processing.
- Coordinate planned operational works requiring stakeholder engagement and ensure all relevant parties are informed in a timely manner.
- Assist Engineers and Supervisors in organising stakeholder meetings, site inspections and project coordination activities.
- Maintain effective working relationships with internal and external stakeholders to support efficient operational delivery.
- Resource Coordination and Operational Performance
- Coordinate daily deployment of operational staff, contractors, vehicles, equipment and specialised resources to ensure efficient delivery of work programmes.
- Monitor labour utilisation, overtime requirements and resource allocation to optimise operational efficiency.
- Coordinate staff rosters, leave coverage and emergency response arrangements in consultation with Supervisors and Team Leaders.
- Monitor operational Key Performance Indicators (KPIs), work programme completion rates and service delivery performance.
- Assist Supervisors and Engineers in identifying operational constraints, resource gaps and opportunities for continuous improvement.
- Support implementation and monitoring of Non-Revenue Water (NRW) initiatives including leak detection programmes, pressure management activities and network optimisation projects.
- Occupational Health, Safety and Compliance
- Ensure all operational activities comply with the WAF Occupational Health and Safety Management System (OHSMS), Standard Operating Procedures (SOPs), Traffic Management Plans and applicable legislation.
- Coordinate Occupational Health and Safety documentation including Job Safety Analyses (JSAs), toolbox meetings, permits to work, confined space documentation and incident reporting.
- Maintain OHS records, safety registers and compliance documentation for the operational teams.
- Monitor compliance with PPE requirements and safe work practices across field operations.
- Report hazards, incidents, near misses and unsafe conditions promptly in accordance with WAF reporting procedures.
- Promote a proactive safety culture and support continuous improvement of workplace health and safety performance.
- Continuous Improvement, Team Collaboration and Corporate Responsibilities
- Foster effective communication and collaboration between Engineers, Supervisors, Technical Officers, Team Leaders and field personnel to ensure seamless operational delivery.
- Promote teamwork, knowledge sharing and continuous improvement across the DMA & Distribution Network Services function.
- Identify opportunities to improve operational systems, reporting processes, workflow management and customer service delivery.
- Support implementation of organisational initiatives, business improvement programmes and strategic operational objectives.
- Uphold and demonstrate WAF's Vision, Mission, Values, Customer Charter, Code of Conduct and corporate governance principles in all aspects of work.
- Perform any other duties assigned by the Team Leader Operations or WAF Management consistent with the responsibilities of the position.
Qualification and Experience Requirement
- The Applicant must possess a Trade Certificate III/IV in Plumbing Sheet Metal, or relevant discipline with at least seven (7) years of experience
OR - Trade Test Certificate III in Pipe Fitter or Plumber General or relevant discipline with at least three (3) years of experience.
Skills and Abilities
- Experience on complaints management software- Gentrack or tools and waste & wastewater area of operations will be an added advantage.
- General knowledge of the purpose and operations of essential service providers or utilities.
- Thorough knowledge of water supply processes and policies
- Proven ability to work independently and under minimum supervision and willing to work on shifts, weekends and public holiday
- Ability to handle complex and unplanned tas
- Knowledge of GIS, GENTRACK Software and proficiency in the use of MS Office
- Good understanding of the budget and expenditure procedures and processes
- Very good and timely reporting; data presentation skills
- Proven ability to make sense of large amounts of information, and complex situations, getting to the heart of the problem quickly and make effective and timely decisions based on consideration of the facts and alternatives available
- Strong administrative experience/skills. Analytical and problem-solving skills.
- Ability to handle complex and unplanned tasks.
- Proven ability to work effectively in a Team.
- Working knowledge as well as experience with MS Office software together with good and timely report writing skills.
- Understanding of Traffic Management Plans and Practices while working within the FRA Carriage Way.
- Understanding Occupational Health and Safety Management Systems (OHSMS) and practices;
- Ability to handle NRW related works
- Advantage of Group 2 driving license
- Should be able to work on shift schedule
How To Apply For Position
Interested candidates are advised to apply online and complete the recruitment requirements on the portal. All applications should be received no later than 31st July, 2026
INCOMPLETE & LATE APPLICATIONS WILL NOT BE CONSIDERED. ONLY SHORTLISTED CANDIDATES WILL BE CONTACTED.
Employment Type
Established
SBU
Operations
Sub-Section
DMA & Distribution Network Services
Salary Scale
$20,000.00-$25,000.00 Per year
Job Location
Wailoku Depot - Suva
Vacancy Valid Till
July 31, 2026
