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Rentokil

Global pest control and hygiene services

Field Operations Executive

Business OperationsConfirmed live in the last 24 hours
Full-timeMumbai, Maharashtra, IndiaNo salary listed

About the Job

Requirements

  • A minimum B.Sc. in Chemistry, Zoology, or Agriculture is required.
  • Good interpersonal skills are required.
  • Analytical and problem-solving skills are required.
  • The ability to communicate effectively is required.
  • Proactive planning and organizing ability is required.
  • Technical knowledge of pests, service processes, chemicals, and equipment is required.
  • Proficiency in computer applications and systems, including Excel, Word, PowerPoint, or equivalent, is required.
  • The employee should become proficient with internal systems including iCABS, STP, iAuditor, SRA, SQA, SQS, TPA, myRentokilPCI, Service Leads App, and U+.
  • Prior experience in pest-management operations or the service industry is desirable.

Responsibilities

  • Ensure qualified, trained, and certified technicians are available at all times in accordance with Technical Training Guidelines.
  • Coach and train assigned technicians to improve service quality and customer retention, following Technical Training Guidelines and service standard operating procedures.
  • Ensure technicians have recommended preparation materials and service tools in working condition, in accordance with service standard operating procedures.
  • Conduct a daily 10-minute stand-up meeting and explain safety and special instructions to assigned technicians for executing jobs according to instructions from the Sales Team or Service Docket.
  • Ensure technicians use SCP devices effectively, troubleshoot SCP issues, and provide refresher training on updates as required.
  • Keep all on-site service documentation in Partner Kit up to date in accordance with contractual requirements and myRentokil requirements for myR customers.
  • Ensure the employee and assigned technicians implement and comply with service standard operating procedures, SHE golden rules, ATEX, and PINK NOTE.
  • Conduct at least 15 customer visits per week, including surprise visits, route rides, TPAs, customer complaint visits, and pest audits for Resi and SA, including QSRs.
  • Ensure preparations, products, and materials listed on the Approved Preparations List are used in accordance with service standard operating procedures.
  • Maintain material stores appropriately and ensure empty containers, used TG/Control boards, pesticide wrappers, and damaged materials are disposed of in accordance with standard operating procedures.
  • Establish and periodically follow an appropriate schedule for equipment maintenance and repairs.
  • When operations colleagues are on leave or a position is vacant, ensure entries are made in iCABS to achieve branch operations KPIs.
  • Ensure technicians perform treatments competently within the Standard Treatment Time and follow the route plan and timings set by the Service Planner.
  • Approve conveyance amounts for assigned technicians.
  • Promote grooming standards, including uniforms, safety shoes, and personal protective equipment.
  • Conduct PMI pest audits in iCABS for QSRs and small-branch accounts.
  • Plan and execute one Technician Performance Assessment per assigned technician, with one development program per year.
  • Identify and resolve service-delivery issues in coordination with the Branch Manager.
  • Ensure customer complaints are resolved in accordance with the complaint-management standard operating procedure and update root causes in iCABS to ensure timely ticket closure.
  • Analyze service-wise customer complaints and improve the skills of identified technicians to reduce complaints; monitor open tickets weekly to ensure closure.
  • Ensure compliance with and closure of audit non-conformities related to service operations, both internal and external.
  • Track and optimize material consumption according to SRF, cost sheet, and SOW, and report deviations to the line manager.
  • Ensure adequate stocks are available in the branch for pending and new jobs, according to the Approved Preparations List and standard operating procedures, and ensure near-expiry materials are used first.
  • Track and monitor material consumption to keep branch consumption within target.
  • Maintain optimum stock levels and raise indents after checking requirements and available stock.
  • Monitor and drive service productivity and efficiency.
  • Conduct pest-management inspections and pest audits for assigned customers using iCAB and rAuditor.
  • Ensure all technicians submit service leads according to target.
  • Monitor and report input costs at major sites to the line manager against agreed gross margins, and discuss action plans to bring costs within limits.
  • Drive service and product leads for the assigned technician group through on-the-job coaching to increase customer density.
  • Encourage technicians to plan leave in advance to reduce absenteeism.
  • Help resolve technician grievances and industrial-relations issues, and notify the line manager daily.
  • Report deviations that could affect service quality or technician productivity, including overcommitments, recommendations for night service, additional visits, and covered-area mismatches.
  • Keep up to date with the latest innovations and updates to service standard operating procedures, SHE, and PN.
  • Achieve 100% completion of PMI pest audits in iCABS for QSRs and small-branch accounts.
  • Meet the branch AoP material-consumption target in full.
  • Complete Technician Performance Assessments and development plans according to the 100% target.
  • Keep technician call-out complaints below three per month and analyze and retrain technicians with more than three complaints per month.
  • Ensure all technicians are trained and qualified according to Technical Training Guidelines, including L-1 TAT within 30 days and L-2 within nine months of joining.
  • Complete self-learning and development and achieve a score above 90% in the online assessment.

Desired Qualifications

  • Prior experience in pest-management operations or the service industry.

About the Company

Rentokil

Global pest control and hygiene services

Rentokil Initial plc provides pest control and hygiene and well-being services to commercial and private customers around the world. It operates with the reach of a multinational company (about 68,500 staff across 89 countries) and the responsiveness of a local business, using trained technicians to deliver pest management and hygiene solutions that protect people and improve everyday life. The company differentiates itself by its global scale and local execution, as well as its status as a public, FTSE 100-listed firm with extensive experience in its fields. Its goal is to help people stay safe and healthy by preventing pests and improving hygiene in workplaces and homes.

Company size
10,001+
Company stage
IPO
Headquarters
Crawley, United Kingdom
Founded
1925

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