Technical Service Manager

Job Summary

Subject matter expert in pest control strategies for specified market segment/s and LOBs, responsible for developing, and  supporting Operations with implementation of best of breed service delivery protocols and processes.  Supports Operations in the resolution of service quality issues, pest infestation, and customer satisfaction issues through data analysis, site assessments, troubleshooting, coaching, development and deployment of corrective action plans.  Coaches and develops pest control knowledge and acumen of Operations leaders to enable development and coaching of Technicians.  

Key Performance Indicators 

ESR Rate

Claims Rate

Escalation Rate, time(days) on escalation

Material Usage/FSP Compliance Rate

Material Cost Revenue %

CVC

NPS

Customer Retention

Colleague Retention

Principal Duties and Responsibilities

• Proactively monitors service performance against KPIs, problem solves with Operations leaders, National Accounts, and  Sales to ensure performance thresholds are met

• Performs site assessments (quality, structural, sanitation) to identify root cause/s of pest infestation, develops action plans in collaboration with Operations, and assists Operations with deployment of the Action Plan.

• Works collaboratively with Technical Account Managers and National Account Managers to drive Actions and Recommendation resolution by RTX and Customers.

• Works collaboratively with Branch leaders to resolve service quality issues, coaches and develops Branch leaders pest management competency and ability to coach and develop front line Technicians and sales colleagues.

• Develops action plans and SMART goals to improve service quality.  Monitors, coaches, and assists Branch leaders in execution of action plans and issue resolution.

• Drives technical improvement to protocols, and service delivery processes to improve customer retention, operational efficiency, financial performance, and colleague retention

• Identifies projects to drive improvements and innovation including people, process, and technology-related projects 

• Gives input on technical standards and standard operating procedures based on specific expertise to support service delivery excellence in the field 

• Recommends projects to drive and incorporates industry-leading practices and develops cutting edge, best of breed practices to enable strong business performance 

• Advise and support sales teams in business acquisition, building business relationships, and providing continuous improvement input (processes, data management, product/service) to improve the customer experience.

• Participates in industry and market segment trade associations, conferences and symposiums to advance the state of the industry and the drive Rentokil Termimix leadership and demonstration of competency and expertise

• Develops publications and presentations to support sales and marketing initiatives.

Required Experience

• Experience

  • Four year college biological science degree in entomology or related sciences is preferred, but not required. 

  • Board Certified Entomologist (BCE) or ACE preferred

  • A minimum 5 yrs. of related structural  pest management experience required.

  • 2 years+ of Structural Pest Management field experience

  • 1 years+ management experience required

• Skills

• Strong project management skills

  • Strong change management skills 

  • Written and verbal communication skills, including delivery of formal presentations

  • Quantitative and qualitative analytical skills

Required Leadership Traits and Characteristics

• Thinks commercially, acts with urgency and competency

• Excellent communication skills both written and verbal to collaborate with others under time sensitive conditions. 

• Apply excellent leadership, interpersonal, and communication skills, including the ability to quickly and efficiently troubleshoot problems in a diverse and challenging environment.

• Integrity, self-awareness, respect, empathy, and gratitude

• Continuous learner with ability to flex their influence while communicating and delegating effectively

• Ability and desire to listen and learn from colleagues and ability to empower and motivate teams to create and innovate.

Formal Education, Qualifications or Training

• Board Certified Entomologist (BCE) or ACE

• 2 years+ of Structural Pest Management field experience

• 1 years+ management experience required

Physical Demands and Working Conditions

The physical demands are representative of those that must be met by an employee to perform the essential function to this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Incumbent must be prepared to:

• Move up to 10 pounds regularly, and 11-20 lbs frequently, by lifting, carrying, pushing, pulling, or otherwise repositioning objects. Exerting up to 50 lbs of force to move objects is required occasionally. 

• Use legs and/or hands and arms to ascend or descend ladders, stairs, scaffolding, ramps, poles, etc., in a manner that exceeds what is required for ordinary locomotion. 

• Maintain his/her balance when walking, standing, or crouching on narrow, slippery, or erratically moving surfaces; balance exceeds that needed for ordinary locomotion. 

• Bend legs and spine downward and forward to crouch or squat, and bend legs at the knee to come to rest on a surface with one or both knees, including crawling on hands and knees or hands and feet. 

• Push objects forward, downward, or outward with sustained force using the upper extremities to press with steady force, and drag, draw, haul, or tug objects with sustained motion using the upper extremities to exert force. 

• Sitting for long periods of time while using office equipment such as computers, phones and etc.

• Standing, walking for long period of time, accessing hard to reach areas requiring use of ladders to access heights, or bending/crawling to access low areas (under shelving, floors, etc)

• Standing, walking for long periods of time, accessing hard to reach areas requiring use of ladders to access heights, or bending/crawling to access low areas (under shelving, floors, etc)

• Fingering and Repetitive motions; such as movement of wrists, hands and fingers while picking, pinching and typing during your normal working environment.

• Express or exchange ideas with others through the use of spoken word, quickly, accurately, and at an easily audible volume, and receive detailed information through oral communication at usual speaking levels without correction, and/or make fine discriminations in the nature of sounds in the environment.

Incumbent is required to have:

• Close visual acuity to perform detail-oriented activities at distances close to the eyes, as well as visual acuity to perform activities at or within arm’s reach with skill, control, and accuracy, such as preparing and analyzing data, viewing computer screen and expansive reading.

• Must possess a valid driver's license from state of residence

Incumbent will be subject to:

• Inside working conditions: The change of building environment such as with or without air conditioning and heating.

Travel requirements:

• Travel, within the US, 50-75% the time or workweek hours.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.