Field Operations Executive

Job Description

Full job description

Field Operations Executive

Job Responsibilities:

A. Core Operations

• Ensure availability of qualified (trained & certified) Technicians at all time 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 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.

• Ensure SCP devices are effectively used by technicians, troubleshooting of SCP issues and

providing 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 includes- Surprise visits, Rout ride, 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 position is vacant, should ensure

entries are made in iCABS to achieve operations KPI of 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 Service
Planner.

• Approval of conveyance amount for assigned technicians
• Promote 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 programs 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 skills of identified Technicians

to reduce CO & ensure closure by monitoring open tickets on 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 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 likeovercommitments, 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.

Requirements:
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)

Benefits:

• Safety
• Integrity
• Innovation
• Learning & Development
• Open & Transparent
• Performance Orientation

Location: Salem