Operations Executive - Andheri East

About Rentokil PCI

• Rentokil PCI is the leading pest control service provider in India. A Rentokil Initial brand, Rentokil
• PCI was formed in 2017 through a joint venture (JV) between Pest Control India, the number one
• pest control company in India, and Rentokil, the world’s leading pest control brand. Rentokil PCI
• aims to set new standards for customer service having operations across 300 locations in India.
• For more details: https://www.rentokil-pestcontrolindia.com

About the Role

• ● OE / Sr. OE shall be 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 execution of services. Responsible for Resi, SA, SMEs.

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 like over commitments, 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. Last Revision: October 2022
• ● 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)
● 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.
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
● Attractive Incentives
DEI statement: At RPCI, we believe in commitment to build an inclusive, varied workplace welcoming to people of all backgrounds.
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