Field Operations Executive

Rentokil Initial Hygiene India Private Limited; Bhopal; On-site; INR 350,000 - 600,000; Full time

Benefits offered by this job

Attractive Base Salary

Group Mediclaim Insurance Policy

Travel Reimbursement

Equal Opportunities

Job summary

Rentokil Initial Hygiene India Private Limited seeks a Field Operations Executive in Bhopal to lead a team of technicians and drive timely, high-quality pest management services. You will ensure safety policies are followed, coordinate with the Branch Manager, and optimize field processes using internal systems.

You will supervise service delivery, conduct audits, and mentor staff to meet SOPs and client expectations while maintaining inventory and cost controls.

Qualifications

• Minimum B.Sc. (Chemistry / Zoology / Agriculture). Any prior experience in 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, myRentokilPCI, Service Leads App, U+ etc

Responsibilities

• Own and manage service area in terms of operations and lead a team of technicians.
• Ensure quality of service delivery through supervision of technicians as per SOPs.
• Ensure on-site treatments are completed within the scheduled Time on Site (ToS).
• Plan and execute TPAs and development programs for technicians.
• Coach and train technicians to improve service quality.
• Communicate special instructions to technicians and liaise with Sales.
• Carry out pest management audits and close non-conformities with CAPA.
• Complete and close customer audits and ensure timely invoicing.
• Handle customer complaints within 24 hours and update root cause in iCABS.
• Identify and resolve service delivery issues with Branch Manager.
• Conduct daily stand-up and monthly operations meetings.
• Be fluent with Service Track Pest (STP) and monitor visit notes for high infestation cases.
• Be familiar with in-house systems and maintain documentation and stock usage.
• Monitor inventory and overtime, approving conveyance for technicians.
• Report input costs to ABM/BM and work to maintain gross margin.
• Promote new service lines and conduct trials per SOPs.
• Maintain minimum 18 customer visits per week for residential/small accounts; KPI is retention.
• Manage inventory across branches and coordinate with Ops colleagues.

Skills

Interpersonal skills

Organizing skills

Analytical & problem-solving

Communication skills

Pest management knowledge

Food safety knowledge

English + local language

Education

B Sc in Chemistry / Zoology / Agriculture

Tools

Excel

Word

PowerPoint

iCABS

STP

iAuditor

SRA

SQA

SQS

TPA

myRentokilPCI

Service Leads App

U+

Job description

Field Operations Executive -Bhopal

ABOUT US: Rentokil PCI brings to the Indian market the expertise of over 90 years of Rentokil, the world'slargest commercial pest control company with operations in more than 70 countries and PCI, the number one pest control company in India with presence in the local market for over 60 years. Rentokil PCI aims to set new standards for customer service with operations across 300 plus locations in India. The company also focuses on developing industry-leading service operations through the sharing of best practices, new innovations and the use of digital technologies.

POSITION RESPONSIBILITIES / REQUIREMENTS

Operations Executive is responsible to manage assigned Service area & team of minimum 15 technicians to achieve targeted SOS of his territory and Productivity with Quality & timely execution of service as per schedule. By maintaining the required skill of team up to date asper ‘Technical Training Structure of RPCI’. The person will report to the Assistant Branch Manager/Branch Manager. The incumbent will have to work as part of a multi-functional team and this involves collaboration with the internal team and external stakeholders.

SHE (Safety, Health & Environment) Be conversant with Safety on the job as utmost priority. Know company SHE rules & adhere to company SHE policy in totality. Implementation and monitoring of SRAs PPEs and SHE related reporting. Be a safety coordinator for his/her assigned service areas & be responsible for assigned technicians. Know use of First Aid Box (Renew), Fire Extinguisher (Renew), PPE Register, maintain & issue

GENERAL DUTIES & RESPONSIBILITIES

• OE shall be owner of his / her service area in terms of all operations related actions andshall Execute daily service operations with a team of assigned Technicians within a given service areas


• Ensure quality of service delivery by effective supervision on technicians - on the job as per company SOPs


• Ensure technicians carry out treatment within a given Time on Site (ToS) in a competent manner. (OE to engage technician via route riding, training on the job).


• Plan & execute 02 TPAs (Technicians Performance Assessment) per assigned technician with 2 development programs per year.


• Coach & train assigned technicians in order to improve the service quality


• Convey special instructions, if any, to technicians to execute the job as per Service Docket (liaison with Sales colleagues)


• Carry out pest management Audits of customer sites as per agreed schedule by i or R auditor.


• Complete & close customer audit non-conformities (external / internal). Follow up & implement CAPA at customer site


• On Site Documentation: Implementation of SOP, Compliance and closure of audits non- conformities (Internal / External). Send service dockets of completed services to NKA for invoicing on time.


• Handle assigned customer complaints in his / her service areas, within 24 hours & resolve complaint at earliest, as per the customer's convenience and update the Root Cause in iCABS to ensure proper ticket closure


• Identify & resolve Service delivery issues in coordination with the Branch Manager


• Conduct daily 10 min stand up meeting & monthly operations meeting


• Be conversant with STP (Service Track Pest) and monitor, analyses visit extraction notes for all high infestation related service visits on daily basis & take action.


• Digital Initiative: Be conversant with all in house systems.


• Maintain Material consumption, Overtime Hrs. schedule at an agreed targeted level for the assigned service area and for technician


• Approval of conveyance amount for assigned technicians


• Monitor & report to ABM/BM on input costs at all major sites as per gross margin agreed & discuss action plans to bring it within limits


• Innovation: conduct trials and report findings as per the guidelines, implement new service lines as per the SOPs.


• Minimum 18 customer visits per week for Resi & SA (Residential & Small Accounts segment heavy branch), includes, Customer complaints. For Specific Site based OEs - Number shall not be applicable but Retention of customer/s at site would be main KPI with all scheduled services completed efficiently and effectively.


• Inventory: Help ABM/BM to manage Inventory – coordinate with other Ops colleagues to manage Stock Levels of branches & forecasting, Indenting & receipt of material for branch (as an assigned function within branch by BM).


• Promote highest grooming standards (uniform, Safety shoes, PPEs)


• Encourage technicians to plan their leaves in advance to curb absenteeism


• Help Resolve any Grievances & IR issues of Technicians & bring to the notice of ABM/BM on day today basis


• Report any deviation that could impact service quality or productivity of technicians like- over commitments, recommendation regarding night service (if it is not needed),covered area mismatch, etc

CUSTOMER RELATIONSHIP MANAGEMENT

• Carry out SQA (Service Quality Audit), SQS (Service Quality Survey), periodic audits & manager external audits on customer visits


• Visit customers (along with technicians/standalone) as assigned in allocated service area.


• CVC (Customer Voice Count) reports - Addressing issues highlighted by customers, seek help from BM to do this

CORE COMPETENCIES

• Good interpersonal skills


• Organizing skills


• Good Analytical & Problem-solving skills


• Ability to communicate effectively internally and externally


• Technical knowledge of Pests, Service Processes, Pesticides & Equipment’s


• Knowledge of various food safety standards


• Fluency in verbal and written English with local language is essential

EDUCATIONAL / OTHER REQUIREMENTS

• 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, myRentokilPCI, Service Leads App, U+ etc

Do you have what it takes? If you want to be considered for this role you will need: 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, myRentokilPCI, Service Leads App, U+ etc

Benefits

Benefits Are you interested? Here’s what you can expect when you join us

• Attractive Base Salary


• Group Mediclaim Insurance Policy


• Travel Reimbursement


• Equal Opportunities

Rentokil Initial believes in supporting all employees to provide equal opportunities and avoid discrimination. We also place emphasis on workplace diversity which means that we are serious about creating an inclusive environment that accepts each individual's differences, embraces their strengths and provides opportunities for all colleagues to achieve their full potential.