Field Operations Executive

About Rentokil PCI
Rentokil PCI is the leading pest control service provider in India. A Rentokil Initial brand, Rentokil PCI was formed in 2017 through a joint venture (JV) between Pest Control India, the number one pest control company in India, and Rentokil, the world’s leading pest control brand. Rentokil PCI aims to set new standards for customer service having operations across 300 locations in India.
**Our family of businesses**:
Rentokil Pest Control is the world’s leading commercial pest control company, operating in 70 countries and ranked in the top 3 in 65 of those countries. Ranking in the top 3 in 38 of the 44 countries we operate in, Initial Hygiene is the market leader who provides quality, diligent and friendly services to all customers. In France, Initial Workwear specialises in the supply and laundering of workwear, garments and protective uniforms and equipment; focussing on top quality products and services. Our plant business; Ambius is seen as the expert in interior and exterior "landscaping"; operating across the US, Europe, Asia & Pacific. Steritech Brand Protection by Rentokil Initial is an industry leader and pioneer, providing innovative solutions that help customers to mitigate risks and drive business growth. We also have specialist businesses such as Medical Services, Specialist Hygiene and Property Care, which lead their respective fields. Across all of our operations globally, we have a positive reputation amongst our customers for our knowledge and integrity. We have central support functions of Human Resources, IT, Finance, Legal and Marketing & Innovation in the Rentokil Initial Head Office locations and in country. Working within our functions departments, you would be supporting all of our businesses within India.
Rentokil PCI is the leading pest control service provider in India. A Rentokil Initial brand, Rentokil PCI was formed in 2017 through a joint venture (JV) between Pest Control India, the number one pest control company in India, and Rentokil, the world’s leading pest control brand. Rentokil PCI aims to set new standards for customer service with operations across 250 locations in India. The JV brand also focuses on developing industry-leading service operations through the sharing of best practices, new innovations and the use of digital technologies.
GENERAL DUTIES & RESPONSIBILITIES
OE shall be owner of his / her service area in terms of all operations related actions and shall Execute daily service operations with a team of assigned Technicians within a given service areas
Ensure quality of service delivery by effective supervision on technicians - on the job as per company SOPs
Ensure technicians carry out treatment within a given Time on Site (ToS) in a competent manner. (OE to engage technician via route riding, training on the job).
Plan & execute 02 TPAs (Technicians Performance Assessment) per assigned technician with 2 development programs per year. Coach & train assigned technicians in order to improve the service quality
Convey special instructions, if any, to technicians to execute the job as per Service Docket (liaison with Sales colleagues)
Carry out pest management Audits of customer sites as per agreed schedule by i or R auditor.
Complete & close customer audit non-conformities (external / internal). Follow up & implement CAPA at customer site
**On Site Documentation**: Implementation of SOP, Compliance and closure of audits non
- conformities (Internal / External). Send service dockets of completed services to NKA for invoicing on time.
Handle assigned customer complaints in his / her service areas, within 24 hours & resolve complaint at earliest, as per the customer's convenience and update the Root Cause in iCABS to ensure proper ticket closure
Identify & resolve Service delivery issues in coordination with the Branch Manager
Conduct daily 10 min stand up meeting & monthly operations meeting
Be conversant with STP (Service Track Pest) and monitor, analyses visit extraction notes for all high infestation related service visits on daily basis & take action.
**Digital Initiative**: Be conversant with all in house systems.
Maintain Material consumption, Overtime Hrs. schedule at an agreed targeted level for the assigned service area and for technician
Approval of conveyance amount for assigned technicians
Monitor & report to ABM/BM 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 implementing STA (See, Tell, Ask) and T.I.M.E. (Train, Incentivise, Monitor, Engage) on the job coaching to create density of customers.
**Innovation**: conduct trials and report findings as per the guidelines, implement new service lines as per the SOPs.
Minimum 18 customer visits per week for Resi & SA (Residential & Small Accounts segment heavy branch), includes, Customer complaints. For Specific Site based OEs -Num