Field Operations Executive - Sonepat

Rentokil PCI Service Owner

Rentokil PCI is a leading pest control service provider in India. A Rentokil Initial brand, Rentokil PCI was formed in 2017 through a joint venture 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 focuses on developing industry-leading service operations through the sharing of best practices, new innovations, and the use of digital technologies.

General Duties & Responsibilities:

• Own service area in terms of all operations related actions and 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
• 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
• 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
• 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
• Help ABM/BM to manage Inventory – coordinate with other Ops colleagues to manage Stock Levels of branches & forecasting, Indenting & receipt of material for branch
• 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
• 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