Operations Field Specialist

2 weeks ago

Denver, Colorado, United States Rentokil Pest Control South Africa Full time

About Rentokil Pest Control South Africa

Rentokil Pest Control South Africa is a premier provider of pest management solutions. As a part of the Rentokil Initial brand, we are committed to delivering exceptional service standards across various locations.

Role Overview:

The Operations Field Specialist will take ownership of designated service territories within the branch, focusing on operational responsibilities and ensuring the provision of skilled Technicians for service execution. This role encompasses responsibilities for Residential, Small Accounts, and SMEs.

Key Responsibilities:

Core Operations:

  • Guarantee the presence of qualified (trained & certified) Technicians at all times in accordance with Technical Training Guidelines.
  • Mentor and train assigned technicians to enhance service quality and customer retention in the designated service area, adhering to Technical Training Guidelines and service SOPs.
  • Ensure that recommended preparations, materials, and service tools are available and in good working condition for Technicians as per service SOPs.
  • Conduct daily briefings to communicate safety and specific instructions to technicians based on directives from the Sales Team/Service Docket.
  • Oversee the effective use of SCP devices by technicians, troubleshoot SCP issues, and provide refresher training as necessary.
  • Maintain up-to-date on-site service documentation in the 'Partner Kit' in compliance with contractual obligations.
  • Implement and ensure adherence to service SOPs, SHE golden rules, ATEX, and PINK NOTE by both self and assigned technicians.
  • Conduct a minimum of 15 customer visits weekly, including surprise visits, route rides, customer complaints, and pest audits.
  • Ensure compliance with the Approved Preparations List (APL) for all service-related materials.
  • Maintain material storage according to best practices and ensure proper disposal of waste materials.
  • Establish and follow a schedule for maintenance and repairs of equipment.
  • In the absence of Operations colleagues, ensure proper entries are made in the system to meet branch operational KPIs.
  • Ensure technicians complete treatments within the designated Standard Treatment Time (STT) while adhering to the route plan.
  • Approve conveyance expenses for assigned technicians.
  • Promote high grooming standards among technicians.

Advanced Operations:

  • Conduct Pest Management Inspections (PMI) and Pest Audits for assigned customers.
  • Plan and execute Technicians Performance Assessments (TPAs) for each technician, along with annual development programs.
  • Identify and address service delivery challenges in collaboration with the Branch Manager.
  • Ensure customer complaints are managed according to SOPs and that root causes are documented for timely resolution.
  • Analyze customer complaints to improve technician skills and reduce service issues.
  • Ensure compliance with audit requirements related to service operations.
  • Monitor and optimize material consumption, reporting any deviations to management.
  • Maintain adequate stock levels of materials and prioritize the use of near-expiry items.
  • Track material consumption to ensure alignment with branch targets.
  • Encourage technicians to manage their leave schedules proactively.
  • Assist in resolving technician grievances and report issues to management.
  • Monitor and report any factors affecting service quality or technician productivity.

Self-Development:

Stay updated with the latest innovations, service SOPs, and safety protocols.

Key Performance Indicators:

  • Achieve 100% completion of PMI Pest Audits.
  • Meet material consumption targets as per branch objectives.
  • Complete TPAs and development plans as per targets.
  • Maintain a low rate of customer complaints per technician.
  • Ensure all technicians are trained and qualified according to guidelines.
  • Achieve high scores in online assessments for self-learning.

Requirements:

Essential Skills:

  • Strong interpersonal and communication skills.
  • Excellent analytical and problem-solving abilities.
  • Proactive planning and organizational skills.
  • Technical knowledge of pest management processes, chemicals, and equipment.

Educational Background:

A minimum of a B.Sc. in Chemistry, Zoology, or Agriculture is required. Previous experience in pest management operations or a related service industry is preferred.

Technical Proficiency:

Proficient in computer applications, including Excel, Word, and PowerPoint. Familiarity with internal company systems is essential.

Work Environment:

This role involves collaboration with external customers and internal teams, including Operations and Sales colleagues.

What We Offer:

At Rentokil Pest Control South Africa, we value our employees and are committed to fostering a culture of safety, integrity, innovation, and continuous learning.

Diversity and Inclusion:

We are dedicated to building an inclusive workplace that welcomes individuals from diverse backgrounds.

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