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Field Operations Executive - Bangalore East

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Rentokil Initial

1mo ago

  • Job
    Full-time
    Junior, Mid & Senior Level
  • Bangalore
  • Quick Apply

AI generated summary

  • You should have good interpersonal, analytical, and communication skills, a B. Sc. in Chemistry/Zoology/Agriculture, and tech knowledge in pest management. Proficiency in computer software is essential.
  • You will train technicians, conduct inspections, manage materials, ensure service compliance, handle customer complaints, and promote safety and productivity in daily operations.

Requirements

  • 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 & Equipment.
  • 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.

Responsibilities

  • 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).
  • 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.
  • 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- overcommitments, recommendation regarding night service, additional visits, covered area mismatch, etc.
  • Self Development- Be updated with latest innovations, Service SOPs, SHE and PN updates.
  • 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.

FAQs

What is the primary role of a Field Operations Executive at Rentokil PCI?

The primary role of a Field Operations Executive is to oversee assigned service areas, ensuring the availability and training of qualified technicians, as well as maintaining the quality of service delivered to residential, small account, and SME clients.

What qualifications are required for this position?

A minimum educational qualification of B.Sc. in Chemistry, Zoology, or Agriculture is required, along with proficiency in computer applications such as Excel, Word, and PowerPoint.

What skills are essential for success in this role?

Essential skills include good interpersonal skills, analytical and problem-solving abilities, effective communication, proactive planning and organizing, and technical knowledge of pests, service processes, chemicals, and equipment.

What are the key responsibilities of a Field Operations Executive?

Responsibilities include ensuring the availability of trained technicians, conducting daily meetings, managing service documentation, performing pest audits, resolving customer complaints, and monitoring service productivity and efficiency.

How frequently should a Field Operations Executive conduct customer visits?

A Field Operations Executive is expected to conduct a minimum of 15 customer visits per week, which includes surprise visits, route rides, and pest audits.

What customer service expectations are tied to this role?

The role involves ensuring that customer complaints are resolved as per complaint management SOP and that service quality standards are consistently met to enhance customer retention.

Is prior experience in pest management necessary for this position?

While prior experience in operations of pest management or service industry is desirable, it is not strictly required for the role.

What is the significance of training for technicians in this position?

Training is crucial as it helps to improve service quality and customer retention, ensuring that all technicians are up to date with technical guidelines and service SOPs.

What kind of training is provided to employees at Rentokil PCI?

Employees receive training on technical aspects, service SOPs, and safety guidelines to enhance their skills and knowledge.

Are there opportunities for self-development in this role?

Yes, there are opportunities for self-development, including an expectation of achieving scores above 90% in online assessments related to innovations and service SOPs.

What is the expected completion rate for the Pest Management Inspection (PMI) audits?

The expected completion rate for PMI 'Pest Audit' as per icabs for QSRs and small branch accounts is 100%.

What kind of team will a Field Operations Executive work with?

A Field Operations Executive will work with a variety of teams, including external customers, internal ABM/BM, operations, sales colleagues, and planners.

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Rentokil Initial

Global leaders in Pest Control, Hygiene, Plants & Scenting services

Retail & Consumer Goods
Industry
10,001+
Employees
1925
Founded Year

Mission & Purpose

Rentokil Initial plc employs 44,500 people across 83 countries - offering the experience and expertise of a multi-national organisation, whilst delivering services with the agility and characteristics of a local business. As world leaders in Pest Control and Hygiene & Well-being services, we deliver services that protect people and enhance lives, to commercial and private customers worldwide. Rentokil Initial plc is listed on the London Stock Exchange (FTSE 50).