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Field Operations Executive

2 weeks ago

Ranjangaon, India Rentokil Initial Full time

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.

**About the Role**:

- OE / Sr. OE shall be 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 execution of services. Responsible for Resi, SA, SMEs.

**Responsibilities**:
A. Core Operations
- Ensure availability of qualified (trained & certified) Technicians at all time 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 min stand up meeting, and explain safety and special instruction to assigned technicians to execute the job as per instructions received from Sales Team/Service Docket.
- Ensure SCP devices are effectively used by technicians, troubleshooting of SCP issues and providing 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 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 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 Last Revision: October 2022
- In case any of the Operations colleagues are on leave or position is vacant, should ensure entries are made in iCABS to achieve operations KPI of 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 Service Planner.
- 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 with 1 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 update the Root Cause in iCABS to ensure proper ticket closure in time.
- Analyse customer complaints
- CO- service wise and improve skills of identified Technicians to 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 report deviations to 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 over commitments, recommendation regarding night service, additional visits, covered a