Mgr, Tech Service
About The Position
Subject matter expert in pest control strategies for specified market segment/s and LOBs, responsible for developing, and supporting Operations with implementation of best of breed service delivery protocols and processes. Supports Operations in the resolution of service quality issues, pest infestation, and customer satisfaction issues through data analysis, site assessments, troubleshooting, coaching, development and deployment of corrective action plans. Coaches and develops pest control knowledge and acumen of Operations leaders to enable development and coaching of Technicians. Key Performance Indicators ESR Rate Claims Rate Escalation Rate, time(days) on escalation Material Usage/FSP Compliance Rate Material Cost Revenue % CVC NPS Customer Retention Colleague Retention Principal Duties and Responsibilities Proactively monitors service performance against KPIs, problem solves with Operations leaders, National Accounts, and Sales to ensure performance thresholds are met Performs site assessments (quality, structural, sanitation) to identify root cause/s of pest infestation, develops action plans in collaboration with Operations, and assists Operations with deployment of the Action Plan. Works collaboratively with Technical Account Managers and National Account Managers to drive Actions and Recommendation resolution by RTX and Customers. Works collaboratively with Branch leaders to resolve service quality issues, coaches and develops Branch leaders pest management competency and ability to coach and develop front line Technicians and sales colleagues. Develops action plans and SMART goals to improve service quality. Monitors, coaches, and assists Branch leaders in execution of action plans and issue resolution. Drives technical improvement to protocols, and service delivery processes to improve customer retention, operational efficiency, financial performance, and colleague retention Identifies projects to drive improvements and innovation including people, process, and technology-related projects Gives input on technical standards and standard operating procedures based on specific expertise to support service delivery excellence in the field Recommends projects to drive and incorporates industry-leading practices and develops cutting edge, best of breed practices to enable strong business performance Advise and support sales teams in business acquisition, building business relationships, and providing continuous improvement input (processes, data management, product/service) to improve the customer experience. Participates in industry and market segment trade associations, conferences and symposiums to advance the state of the industry and the drive Rentokil Termimix leadership and demonstration of competency and expertise Develops publications and presentations to support sales and marketing initiatives.
Requirements
- A minimum 5 yrs. of related structural pest management experience required.
- 2 years+ of Structural Pest Management field experience
- 1 years+ management experience required
- Strong project management skills
- Strong change management skills
- Written and verbal communication skills, including delivery of formal presentations
- Quantitative and qualitative analytical skills
- Excellent communication skills both written and verbal to collaborate with others under time sensitive conditions.
- Apply excellent leadership, interpersonal, and communication skills, including the ability to quickly and efficiently troubleshoot problems in a diverse and challenging environment.
- Continuous learner with ability to flex their influence while communicating and delegating effectively
- Ability and desire to listen and learn from colleagues and ability to empower and motivate teams to create and innovate.
- Board Certified Entomologist (BCE) or ACE
- 2 years+ of Structural Pest Management field experience
- 1 years+ management experience required
- Close visual acuity to perform detail-oriented activities at distances close to the eyes, as well as visual acuity to perform activities at or within arm’s reach with skill, control, and accuracy, such as preparing and analyzing data, viewing computer screen and expansive reading.
- Must possess a valid driver's license from state of residence
Nice To Haves
- Four year college biological science degree in entomology or related sciences is preferred, but not required.
- Board Certified Entomologist (BCE) or ACE preferred
Responsibilities
- Proactively monitors service performance against KPIs, problem solves with Operations leaders, National Accounts, and Sales to ensure performance thresholds are met
- Performs site assessments (quality, structural, sanitation) to identify root cause/s of pest infestation, develops action plans in collaboration with Operations, and assists Operations with deployment of the Action Plan.
- Works collaboratively with Technical Account Managers and National Account Managers to drive Actions and Recommendation resolution by RTX and Customers.
- Works collaboratively with Branch leaders to resolve service quality issues, coaches and develops Branch leaders pest management competency and ability to coach and develop front line Technicians and sales colleagues.
- Develops action plans and SMART goals to improve service quality.
- Monitors, coaches, and assists Branch leaders in execution of action plans and issue resolution.
- Drives technical improvement to protocols, and service delivery processes to improve customer retention, operational efficiency, financial performance, and colleague retention
- Identifies projects to drive improvements and innovation including people, process, and technology-related projects
- Gives input on technical standards and standard operating procedures based on specific expertise to support service delivery excellence in the field
- Recommends projects to drive and incorporates industry-leading practices and develops cutting edge, best of breed practices to enable strong business performance
- Advise and support sales teams in business acquisition, building business relationships, and providing continuous improvement input (processes, data management, product/service) to improve the customer experience.
- Participates in industry and market segment trade associations, conferences and symposiums to advance the state of the industry and the drive Rentokil Termimix leadership and demonstration of competency and expertise
- Develops publications and presentations to support sales and marketing initiatives.
Benefits
- Professional and Personal Growth
- Multiple avenues to grow your career
- Training and development programs available
- Tuition Reimbursement benefits (for FT Colleagues)
- Health and Wellness
- Full-time colleagues are eligible to begin enrollment immediately upon hire with benefits starting on day 1
- Health benefits including Medical, Dental, Vision, Disability, and Life Insurance plus much more
- Savings and Retirement
- 401(k) retirement plan with company-matching contributions
- Work-Life Balance
- Vacation days & sick days
- Company-paid holidays & floating holidays
- A company mindset that prioritizes health, safety, and flexibility
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What This Job Offers
Job Type
Full-time
Career Level
Manager
