Job Description

About Rentokil PCIRentokil PCI is the leading pest control service provider in India. A Rentokil Initial brand, RentokilPCI was formed in 2017 through a joint venture (JV) between Pest Control India, the number onepest control company in India, and Rentokil, the world\xe2\x80\x99s leading pest control brand. Rentokil PCIaims to set new standards for customer service having operations across 300 locations in India.For more details:About the Role:\xe2\x97\x8f OE / Sr. OE shall be owner of his / her assigned service areas within the Branch in terms ofoperations related actions as given in job responsibilities, and shall be responsible forproviding qualified Technicians for execution of services. Responsible for Resi, SA, SMEs.Job Responsibilities:A. Core Operations\xe2\x97\x8f Ensure availability of qualified (trained & certified) Technicians at all time as per Technical Training Guidelines.\xe2\x97\x8f 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.\xe2\x97\x8f Ensure availability of recommended preparation, materials, and service tools in working condition to Technicians as per service SOPs. \xe2\x97\x8f Conduct daily 10 min stand up meeting, and explain safety and special instruction to assigned technicians to execute the job as per instructions received from Sales Team/Service Docket.\xe2\x97\x8f Ensure SCP devices are effectively used by technicians, troubleshooting of SCP issues and providing refresher training to technicians on the updates as & when required.\xe2\x97\x8f Ensure all On-Site service documentation in \'Partner Kit\' are up to date as per contractual requirements and as per myRentokil (for myR customer)\xe2\x97\x8f Ensure implementation and Compliance of service SOP, SHE golden rules, ATEX and PINK NOTE by self and the assigned technicians. \xe2\x97\x8f Minimum 15 customer visits per week that includes- Surprise visits, Rout ride, TPA, Customer complaints, Pest Audits, etc.- Resi & SA (including QSRs)\xe2\x97\x8f Ensure APL (Approved Preparations List) listed preparations, products and materials are used in line with service SOPs\xe2\x97\x8f 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\xe2\x97\x8f Ensure proper schedule of maintenance & repairs of equipment is established & is followed periodically\xe2\x97\x8f In case any of the Operations colleagues are on leave or position is vacant, should ensure entries are made in iCABS to achieve operations KPI of Branch.\xe2\x97\x8f 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 Service Planner.\xe2\x97\x8f Approval of conveyance amount for assigned technicians\xe2\x97\x8f Promote highest grooming standards (uniform, Safety shoes, PPEs)B. Advance Operations\xe2\x97\x8f Conduct PMI \'Pest Audit\' as per icabs- QSRs & Small branch accounts\xe2\x97\x8f Plan & execute 01 TPAs (Technicians Performance Assessment) per assigned technician with 1 development programs per year.\xe2\x97\x8f Identify & resolve Service delivery issues in coordination with the Branch Manager\xe2\x97\x8f Ensure customer complaints are resolved as per complaint management SOP and update the Root Cause in iCABS to ensure proper ticket closure in time.\xe2\x97\x8f Analyse customer complaints- CO- service wise and improve skills of identified Technicians to reduce CO & ensure closure by monitoring open tickets on weekly basis\xe2\x97\x8f Compliance and closure of audits non-conformities w.r.t. service operations (Internal / External)\xe2\x97\x8f Track and optimize material consumption as per SRF, Cost sheet and SOW and report deviations to line manager\xe2\x97\x8f 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.\xe2\x97\x8f Track and monitor materials consumption to ensure branch material consumption within the target.\xe2\x97\x8f Maintaining Optimum Stock Level and Ensuring Indents are raised after checking requirement and stock.\xe2\x97\x8f Monitor and drive service productivity and efficiency.\xe2\x97\x8f Carry out Pest Management Inspection- Pest Audits of assigned customers as per iCAB using rAuditor\xe2\x97\x8f Ensure Service leads are submitted by all technicians as per the target\xe2\x97\x8f 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.\xe2\x97\x8f Actively drive Service & Product Leads for assigned technician group within service area by on the job coaching to create density of customers.\xe2\x97\x8f Encourage technicians to plan their leaves in advance to curb absenteeism\xe2\x97\x8f Help Resolve any Grievances & IR issues of Technicians & bring to the notice of the Line Manager on day to day basis\xe2\x97\x8f Report any deviation that could impact service quality or productivity of technicians like over commitments, recommendation regarding night service, additional visits, covered area mismatch, etc.\xe2\x97\x8f Self Development- Be updated with latest innovations, Service SOPs, SHE and PN updatesKey Result Areas:\xe2\x97\x8f 100% completion of PMI \'Pest Audit\' as per icabs- QSRs & Small branch accounts\xe2\x97\x8f Material consumption target to be met 100% as per Branch AoP target\xe2\x97\x8f TPA and Development plan completion as per target- 100%\xe2\x97\x8f 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. Last Revision: October 2022\xe2\x97\x8f 100% Trained and qualified Technicians as per Technical Training Guideline (L-1 TAT 30 days; L-2 within 9-months of Joining)\xe2\x97\x8f Self learning and development- Above 90% score in online assessment.RequirementsCompetencies (Skills essential to the role):\xe2\x97\x8f Good interpersonal skills\xe2\x97\x8f Good Analytical & Problem-solving skills\xe2\x97\x8f Ability to communicate effectively\xe2\x97\x8f Should be proactive in planning & organizing\xe2\x97\x8f Technical knowledge of Pests, Service Processes, Chemicals & EquipmentsEducational Qualification / Other Requirement:\xe2\x97\x8f Minimum B. Sc. (Chemistry / Zoology / Agriculture). Any prior experience in operations of pest management or service industry is desirable.\xe2\x97\x8f Proficient in use of computer applications & systems with Excel, Word, PowerPoint (or its equivalent)\xe2\x97\x8f Should get well versed with various internal company systems such as iCABS, STP, iAuditor, SRA, SQA, SQS, TPA, my RentokilPCI, Service Leads App, U+ etc.BenefitsWhat can you expect from RPCI?\xe2\x9e\x94 Our values lie at the core of our mission and vision. We believe that it\xe2\x80\x99s our people who make our company what it is. We believe in:\xe2\x97\x8f Safety\xe2\x97\x8f Integrity\xe2\x97\x8f Innovation\xe2\x97\x8f Learning & Development\xe2\x97\x8f Open & Transparent\xe2\x97\x8f Performance Orientation\xe2\x97\x8f Attractive IncentivesDEI statement: At RPCI, we believe in commitment to build an inclusive, varied workplace welcoming to people of all backgrounds.

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