About the Role:
OE / Sr. OE shall be the 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 the execution of services. Responsible for Resi, SA, and SMEs.
Job Responsibilities:
Core Operations
- Ensure the availability of qualified (trained & certified) Technicians at all times 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-minute stand up meetings, and explain safety and special instructions to assigned technicians to execute the job as per instructions received from Sales Team/Service Docket.
- Ensure SCP devices are effectively used by technicians, troubleshoot of SCP issues and provide 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 include- Surprise visits, Rout rides, 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 the position is vacant, should ensure entries are made in iCABS to achieve the operations KPI of the 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 the Service Planner.
- Approval of conveyance amount for assigned technicians
- Promote the highest grooming standards (uniform, Safety shoes, PPEs)
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 program 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 the skills of identified Technicians to reduce CO & ensure closure by monitoring open tickets on a 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 the line manager
- 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
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.
- 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.
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, myRentokilPCI, Service Leads App, U+ etc
