Job Description
ABOUT US:
Rentokil PCI brings to the Indian market the expertise of over 90 years of Rentokil, the worldslargest 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 asper 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 andshall 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 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 customers 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.
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).
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 like- over 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 Survey), periodic audits manager external audits on customer visits
Visit customers (along with technicians/standalone) as assigned in allocated service area.
CVC (Customer Voice Count) reports - Addressing issues highlighted by customers, seek help from BM to do this
KEY DELIVERABLES
Responsible to achieve targeted SOS, technician s productivity, ToS, material consumption, complaint management, TPA/SQA, customer visits, Absenteeism OT, Service leads- submissions conversions, Technician Customer retention
Hands on Training of technicians and Supervisors on the job utilize U+ for such activities
Arrange support ABM/BMs, DMs for Pest Awareness Programs at Customers (and conduct PAP (Pest Awareness Program) for shop floor staffs only)
Ensure safety in operations and at site.
CORE COMPETENCIES
Good interpersonal skills
Organizing skills
Good Analytical Problem-solving skills
Ability to communicate effectively internally and externally
Technical knowledge of Pests, Service Processes, Pesticides Equipment s
Knowledge of various food safety standards
Fluency in verbal and written English with local language is essential
EDUCATIONAL / OTHER REQUIREMENTS
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,
Do you have what it takes? If you want to be considered for this role you will need: