Field Operations Executive

1 week ago

Manila, National Capital Region, Philippines Rentokil PCI Full time

GENERAL DUTIES & RESPONSIBILITIES

  1. 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).

2. 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.

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.
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