Field Operations Executive - Rajarhat

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

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.

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)
• 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
• DEI statement: At RPCI, we believe in commitment to build an inclusive, varied workplace
• welcoming to people of all backgrounds.
• .