Field Operations Executive - Mumbai (Santacruz West)

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.

For more details: https://www.rentokil-pestcontrolindia.com

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.
Job 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
• 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 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. Last Revision: October 2022
• 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.

Requirements

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, my RentokilPCI, Service Leads App, U+ etc.

Benefits

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
• Attractive Incentives

DEI statement: At RPCI, we believe in commitment to build an inclusive, varied workplace welcoming to people of all backgrounds.