Senior Field Operations Executive

About Rentokil PCIRentokil PCI is the leading pest control service provider in India. A Rentokil Initial brand, RentokilPCI was formed in 2017 through a joint venture (JV) between Pest Control India, the number onepest control company in India, and Rentokil, the world's leading pest control brand. Rentokil PCIaims to set new standards for customer service having operations across 300 locations in India.For more details: https://www.rentokil-Job Responsibilities:A. Core Operations● Ensure availability of qualified (trained & certified) Technicians at all time as per TechnicalTraining Guidelines.● Coach and train assigned technicians in order to improve the service quality and customerretention of the assigned service area, as per Technical Training Guidelines & service SOPs.● Ensure availability of recommended preparation, materials, and service tools in workingcondition to Technicians as per service SOPs.● Conduct daily 10 min stand up meeting, and explain safety and special instruction toassigned technicians to execute the job as per instructions received from SalesTeam/Service Docket.● Ensure SCP devices are effectively used by technicians, troubleshooting of SCP issues andproviding 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 contractualrequirements and as per myRentokil (for myR customer)● Ensure implementation and Compliance of service SOP, SHE golden rules, ATEX and PINKNOTE by self and the assigned technicians.● Minimum 15 customer visits per week that includes- Surprise visits, Rout ride, TPA,Customer complaints, Pest Audits, etc.- Resi & SA (including QSRs)● Ensure APL (Approved Preparations List) listed preparations, products and materials areused in line with service SOPs● Ensure material stores are maintained appropriately as per good storage practice anddisposal of empty containers, used TG/Control board, pesticides wrappers and damagedmaterials are disposed in line with SOP● Ensure proper schedule of maintenance & repairs of equipment is established & isfollowed periodically● In case any of the Operations colleagues are on leave or position is vacant, should ensureentries are made in iCABS to achieve operations KPI of Branch.● Ensure technicians carry out treatment within a given Standard Treatment Time (STT) in acompetent manner and effectively follow the route plan and timings defined by ServicePlanner.● Approval of conveyance amount for assigned technicians● Promote 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 with1 development programs per year.● Identify & resolve Service delivery issues in coordination with the Branch Manager● Ensure customer complaints are resolved as per complaint management SOP and updatethe Root Cause in iCABS to ensure proper ticket closure in time.● Analyse customer complaints- CO- service wise and improve skills of identified Techniciansto reduce CO & ensure closure by monitoring open tickets on 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 reportdeviations to line manager● Ensure adequate stocks of materials as pending & new jobs in line with APL and SOPs areavailable in branch, and near expiry materials are used first.● Track and monitor materials consumption to ensure branch material consumption withinthe target.● Maintaining Optimum Stock Level and Ensuring Indents are raised after checkingrequirement and stock.● Monitor and drive service productivity and efficiency.● Carry out Pest Management Inspection- Pest Audits of assigned customers as per iCABusing 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 marginagreed & discuss action plans to bring it within limits.● Actively drive Service & Product Leads for assigned technician group within service area byon 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 LineManager on day to day basis● Report any deviation that could impact service quality or productivity of technicians likeovercommitments, recommendation regarding night service, additional visits, covered areamismatch, 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 andre-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.RequirementsCompetencies (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 & EquipmentsEducational Qualification / Other Requirement:● Minimum B. Sc. (Chemistry / Zoology / Agriculture years of experience in operations ofpest management or service industry is desirable.● Proficient in use of computer applications & systems with Excel, Word, PowerPoint (or itsequivalent)BenefitsWhat can you expect from RPCI?➔ Our values lie at the core of our mission and vision. We believe that it's our people whomake our company what it is. We believe in:● Safety● Integrity● Innovation● Learning & Development● Open & Transparent● Performance OrientationDEI statement: At RPCI, we believe in commitment to build an inclusive, varied workplacewelcoming to people of all backgrounds.