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Field Operations Executive

2 weeks ago

Mandideep, India Rentokil Initial Full time

**ABOUT US**:
Rentokil PCI brings to the Indian market the expertise of over 90 years of Rentokil, the world's largest commercial pest control company with operations in more than 70 countries and PCI, the number one pest control company in India with presence in the local market for over 60 years.Rentokil PCI aims to set new standards for customer service with operations across 300 plus locations in India. The company also focuses on developing industry-leading service operations through the sharing of best practices, new innovations and the use of digital technologies.
**POSITION RESPONSIBILITIES / REQUIREMENTS**:
Operations Executive is responsible to manage assigned Service area & team of minimum 15 technicians to achieve targeted SOS of his territory and Productivity with Quality & timely execution of service as per schedule. By maintaining the required skill of team up to date as per ‘Technical Training Structure of RPCI’.
The person will report to the Assistant Branch Manager/Branch Manager. The incumbent will have to work as part of a multi-functional team and this involves collaboration with the internal team and external stakeholders. SHE (Safety, Health & Environment)Be conversant with Safety on the job as utmost priority. Know company SHE rules & adhere to company SHE policy in totality. Implementation and monitoring of SRAs PPEs and SHE related reporting. Be a safety coordinator for his/her assigned service areas & be responsible for assigned technicians. Know use of First Aid Box (Renew), Fire Extinguisher (Renew), PPE Register, maintain & issue
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 auditor.
- Complete & close customer audit non-conformities (external / internal). Follow up & implement CAPA at customer site
- 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 a 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.
- 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 - Number shall not be applicable but Retention of customer/s at site would be main KPI with all scheduled services completed efficiently and effectively.
- Inventory: Help ABM/BM to manage Inventory - coordinate with other Ops colleagues to manage Stock Levels of branches & forecasting, Indenting & receipt of material for branch (as an assigned function within branch by BM).
- Ensure APL (Approved Preparations List) is followed by all assigned technicians & all chemical containers have original labels
- Ensure proper schedule of maintenance & repairs of equipment is established & followed (via JOC).
- Promote highest grooming standards (uniform, Safety shoes, PPEs)
- Encourage technicians to plan their leaves in advance to curb absenteeism
- Help Resolve any Grievances & IR issues of Technicians & bring to the notice of ABM/BM on day today basis
- Report any deviation that could impact service quality or productivity of technicians likeover commitments, recommendation regarding night service (if it is not needed), covered area mismatch, etc

CUSTOMER RELATIONSHIP MANAGEMENT
- Carry out SQA (Service Quality Audit), SQS (Service Quality S