From the shop floor to the global arena has been a steep learning curve for KSB Pumps and Valves’ Osedza Tshifhango, who recently became the first female field service specialist within KSB’s entire global network of 16 000 employees.
Field service has traditionally been a male-dominated environment demanding long shifts, extensive travel and the physical and technical stamina to repair complex pump systems in operational conditions, often under severe pressure. Yet, these were precisely the challenges that initially drew the lightly built and feminine bench technician to the position.
Having joined KSB as a qualified artisan, Osedza Tshifhango worked on both standard and engineered pump assemblies, where she gained a reputation for handling complex builds and delivering reliable results before being singled out for the field services position.
“From the beginning, I wanted to prove myself through my work and to me, it doesn’t really matter that I am a woman because if men can do it, there is no reason why I wouldn’t be able to. Although it is not an easy role, especially with a family, I know if I want to grow, I have to take the challenges in my stride,” she says.
KSB Pumps and Valves veteran and former field service manager Craig Hawkins says that despite her quiet and reserved nature, she showed all the hallmarks of being a good field services specialist. As a result, he actively encouraged her to move onto the road. “I saw true value in Osedza’s abilities, and she was always a step ahead, dedicated and not afraid to ask questions. Knowledge is power, and she wanted to keep learning and moving forward.”
With all the hard work and acquired skills during her time in the workshop, Tshifhango was offered the position and made aware that the transition would require careful consideration, as a KSB Field service specialist job involves hands-on labour, at times with heavy lifting and strenuous tasks. In addition, there would be technical and overnight work, extensive travel and direct responsibility for equipment uptime, among other equally demanding duties. Shortly after the offer was made, having mulled over the decision and consulted her family, Osedza Tshifhango was keen to begin and accepted the offer.
“Now, a year into the new role, she is performing well. She has more than proven her ability under demanding conditions and is unflinching when confronted with any task, including 24-hour shifts and even working over Christmas to bring critical pumps back online. This is also reflected in our clients’ responses, where some were initially surprised to see a woman arrive on site; they were soon put at ease once they realised how adept she is at doing her work under any conditions. She knows what she is doing, and the respect soon follows. In fact, customer feedback has been overwhelmingly positive. They are gobsmacked to see a woman matching the guys skill for skill in what has thus far been a male-dominated job,” says Hawkins.
Tshifhango balances her career with raising two children, who her family also supports. “My children are proud of what I do, and that motivates me a lot,” she says. Her appointment opens the way for more women to join the ranks of field service specialists within KSB Pumps and Valves in South Africa, as well as for the global group. It proves that the most challenging jobs in pump maintenance demand skill, not stereotypes.
Osedza Tshifhango holds an N6 certificate in electrical engineering, an N4 qualification in mechanical engineering, and a qualification in boiler making. She is actively building her expertise through the KSB Academy, which offers more than 400 modules across mechanical, electrical and instrumentation fields related to pumps, valves, and pumping systems.
Looking ahead, she has her sights set higher: “In future, I would like to be a manager and possibly run a department or a depot. People like Craig within the organisation, as well as on-the-job learning and formal courses through our own Academy, have helped my career tremendously, and I believe that the more you learn, the more confident you are on-site. There are days when you’re exhausted, but when the equipment runs again and the customer is satisfied, it’s worth it,” she says.
Craig Hawkins believes that her goals are realistic: “She’s already shown the ethic and leadership that is required, and with her quiet determination and willingness to work hard, she definitely has what it takes.
