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Field Operations Executive - Thoraipakkam (Chennai)

Field Operations Executive - Thoraipakkam (Chennai)

Rentokil Initialchennai, India
3 hours ago
Job description

About the Role

  • OE / Sr. OE shall be the owner of his / her assigned service areas within the Branch in terms of operations-related actions as given in job responsibilities and shall be responsible for providing qualified Technicians for the execution of services. Responsible for Resi, SA, and SMEs.

Job Responsibilities :

A. Core Operations

  • 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)

    • B. Advance Operations

  • 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.

    • Key Result Areas :

  • 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.

    • Competencies (Skills essential to the role) :

  • 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 & Equipments

    • Educational Qualification / Other Requirement :

  • 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

    • Role Type / Key working relationships :

  • Individual Contributor
  • External team- Customers and Customer representative
  • Internal team- ABM / BM, Operations & Sales Colleagues, Planners

    • Benefits

    What can you expect from RPCI?

  • Our values lie at the core of our mission and vision. We believe that it’s our people who make our company what it is. We believe in :
  • Safety
  • Integrity
  • Innovation
  • Learning & Development
  • Open & Transparent
  • Performance Orientation

    • DEI statement : At RPCI, we believe in commitment to build an inclusive, varied workplace welcoming to people of all backgrounds.

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