Opportunity brief
Rentokil Initial is hiring for the role of Field Operations Executive!
Responsibilities of the Candidate:
- OE shall be owner of his / her service area in terms of all operations related actions and shall 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 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. - Digital Initiative: Be conversant with all in house systems. - Maintain Material consumption, and 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. - 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). - 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 (via JOC). - 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
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, iAuditor, SRA, SQA, SQS, TPA, myRentokilPCI, Service Leads App, U+ etc