About the Role:
- OE / Sr. OE shall be the owner of his / her assigned service areas within the Branch in terms of operations-related actions as given in job responsibilities and shall be responsible for providing qualified Technicians for the execution of services. Responsible for Resi, SA, and SMEs.
Job Responsibilities:
A. Core Operations
- Ensure the availability of qualified (trained & certified) Technicians at all times as per Technical Training Guidelines.
- Coach and train assigned technicians in order to improve the service quality and customer retention of the assigned service area, as per Technical Training Guidelines & service SOPs.
- Ensure availability of recommended preparation, materials, and service tools in working condition to Technicians as per service SOPs.
- Conduct daily 10-minute stand up meetings, and explain safety and special instructions to assigned technicians to execute the job as per instructions received from Sales Team/Service Docket.
- Ensure SCP devices are effectively used by technicians, troubleshoot of SCP issues and provide refresher training to technicians on the updates as & when required.
- Ensure all On-Site service documentation in Partner Kit are up to date as per contractual requirements and as per myRentokil (for myR customer)
- Ensure implementation and Compliance of service SOP, SHE golden rules, ATEX, and PINK NOTE by self and the assigned technicians.
- Minimum 15 customer visits per week that include- Surprise visits, Rout rides, TPA, Customer complaints, Pest Audits, etc.- Resi & SA (including QSRs)
- Ensure APL (Approved Preparations List) listed preparations, products, and materials are used in line with service SOPs
- Ensure material stores are maintained appropriately as per good storage practice and disposal of empty containers, used TG/Control board, pesticides wrappers, and damaged materials are disposed in line with SOP
- Ensure proper schedule of maintenance & repairs of equipment is established & is followed periodically
- In case any of the Operations colleagues are on leave or the position is vacant, should ensure entries are made in iCABS to achieve the operations KPI of the Branch.
- Ensure technicians carry out treatment within a given Standard Treatment Time (STT) in a competent manner and effectively follow the route plan and timings defined by the Service Planner.
- Approval of conveyance amount for assigned technicians
- Promote the highest grooming standards (uniform, Safety shoes, PPEs)
B. Advance Operations
- Conduct PMI Pest Audit as per icabs- QSRs & Small branch accounts
- Plan & execute 01 TPAs (Technicians Performance Assessment) per assigned technician with 1 development program per year.
- Identify & resolve Service delivery issues in coordination with the Branch Manager
- Ensure customer complaints are resolved as per complaint management SOP and update the Root Cause in iCABS to ensure proper ticket closure in time.
- Analyse customer complaints- CO- service-wise and improve the skills of identified Technicians to reduce CO & ensure closure by monitoring open tickets on a weekly basis
- Compliance and closure of audits non-conformities w.r.t. service operations (Internal / External)
- Track and optimize material consumption as per SRF, Cost sheet and SOW and report deviations to the line manager
- Ensure adequate stocks of materials as pending & new jobs in line with APL and SOPs are available in branch, and near expiry materials are used first.
- Track and monitor materials consumption to ensure branch material consumption within the target.
- Maintaining Optimum Stock Level and Ensuring Indents are raised after checking requirement and stock.
- Monitor and drive service productivity and efficiency.
- Carry out Pest Management Inspection- Pest Audits of assigned customers as per iCAB using rAuditor
- Ensure Service leads are submitted by all technicians as per the target
- Monitor & report to Line Manager on input costs at all major sites as per gross margin agreed & discuss action plans to bring it within limits.
- Actively drive Service & Product Leads for assigned technician group within service area by on the job coaching to create density of customers.
- Encourage technicians to plan their leaves in advance to curb absenteeism
- Help Resolve any Grievances & IR issues of Technicians & bring to the notice of the Line Manager on day to day basis
- Report any deviation that could impact service quality or productivity of technicians like- overcommitments, recommendation regarding night service, additional visits, covered area mismatch, etc.
- Self Development- Be updated with latest innovations, Service SOPs, SHE and PN updates.
Key Result Areas:
- 100% completion of PMI Pest Audit as per icabs- QSRs & Small branch accounts
- Material consumption target to be met 100% as per Branch AoP target
- TPA and Development plan completion as per target- 100%
- Ensure Call Out complaint per technicians are less than 3 per month, and analyse and re-train Technicians with more than 3 complaints per month.
- 100% Trained and qualified Technicians as per Technical Training Guideline (L-1 TAT 30 days; L-2 within 9-months of Joining)
- Self learning and development- Above 90% score in online assessment.
Competencies (Skills essential to the role):
- Good interpersonal skills
- Good Analytical & Problem-solving skills
- Ability to communicate effectively
- Should be proactive in planning & organizing
- Technical knowledge of Pests, Service Processes, Chemicals & Equipments
Educational Qualification / Other Requirement:
- Minimum B. Sc. (Chemistry / Zoology / Agriculture). Any prior experience in operations of pest management or service industry is desirable.
- Proficient in use of computer applications & systems with Excel, Word, PowerPoint (or its equivalent)
- Should get well versed with various internal company systems such as iCABS, STP, iAuditor, SRA, SQA, SQS, TPA, myRentokilPCI, Service Leads App, U+ etc
Role Type / Key working relationships:
- Individual Contributor
- External team- Customers and Customer representative
- Internal team- ABM/BM, Operations & Sales Colleagues, Planners
What can you expect from RPCI?
- Our values lie at the core of our mission and vision. We believe that it s our people who make our company what it is. We believe in:
- Safety
- Integrity
- Innovation
- Learning & Development
- Open & Transparent
- Performance Orientation
DEI statement:
At RPCI, we believe in commitment to build an inclusive, varied workplace welcoming to people of all backgrounds.
