Get to Know Our People - Silvana Farrugia

1. I’ve worked at Viva Energy since May 2006 (first with Shell and then with Viva Energy since 2014).
2. My first job was as a Chief Chemist at a Lubricants plant in Melbourne.
3. My role is as a Product Support Engineer on the Fuels and Lubricants Technical Helpdesk. I love the technical aspects of fuels and lubricants. I’m a chemist at heart.
4. I help people reach their destination by recommending the correct lubricant or fuel for their specific application so they can optimise their equipment which is good for their business.
5. The best part of my job is the diverse nature of enquiries from customers all over Australia including large mining customers as well as smaller general public customers.
6. The biggest misconception people have about my role is that the enquiries are simple and repetitive.
7. I was led to this career by my interest in how the internal combustion engine operated, together with my passion for Chemistry.
8. I prefer to start the day by eating my Weet-Bix with whatever fruit I have available – kiwi, bananas, apples, grapes, yum!
9. I prefer to end the day by kissing my children good night.
10. I am energised by Viva Energy’s business strategy, it covers all bases, and makes me feel excited about the next challenge.
11. In light of COVID-19, how has your role or way of working changed? I’m still helping our customers, but am doing this from home. I look forward to performing my role back at the office and terminals as that really helps ideas flow.
12. The most interesting thing I am working on right now is Product Quality audits of our lubricants terminals. Prior to the current travel restrictions, I had an opportunity to meet many colleagues in different parts of the business, and see our terminals all over the country which I really enjoyed. It was wonderful to meet so many dedicated people. I’m also working with our Lubricants team and again before our “new normal” came into effect, I valued the chance to meet many customers face-to-face whom I had spoken with on the telephone. These experiences have all added to my skills, but made use of my current experience and knowledge.
13. The one behavior I attribute my success to is sharing my knowledge and experience with customers, because it helps them get the most out of their equipment.
14. The most funny/memorable moment I had at work was when after 14 years working in this business, my Manager called the helpdesk posing as a farmer who needed oil for his pump, and questioned whether I had the knowledge to help him. I mentioned that I’d been working in the oil industry for 32 years and that I might be able to help. It finally clicked who it was and we both laughed until we cried.
15. The worst job I ever had was as a cashier at a local shop, but from this, I learned all about customer service and the value of money.
16. The biggest mistake I made early on in my career was trying to do everything without any help, and I learned that work can be better when we all work together.
17. The greatest career advice I was given was always ask when you don’t know.
18. The most important skill every person should have is to listen and be open to new ideas.
19. The one topic I wish I knew more about is how transmissions work.
20. Early bird or night owl? Early bird.