Field Operations Executive -Salt Lake

Rentokil Initial; Kolkata District; On-site; INR 223,200 - 390,600; Full time

Benefits offered by this job

Attractive Base Salary

Group Mediclaim Insurance Policy

Travel Reimbursement

Job summary

Rentokil Initial in Kolkata, India, is seeking an Operations Executive to oversee service area operations, manage a team of technicians, and ensure high-quality service delivery. Responsibilities include pest management audits, staff training, and customer complaint resolution.

The ideal candidate will hold a B. Sc. in Chemistry, Zoology, or Agriculture and possess excellent computer skills. Benefits include an attractive base salary, group medical insurance, and travel reimbursement.

Qualifications

• Minimum B. Sc. (Chemistry/Zoology/Agriculture) is required.
• Prior experience in operations of pest management or service industry is desirable.
• Proficient in computer applications, especially Excel, Word, PowerPoint.

Responsibilities

• Owner of service area operations, execute daily service operations.
• Ensure service quality and adherence to company SOPs through supervision.
• Handle customer complaints within 24 hours and resolve service issues efficiently.

Skills

Computer applications proficiency

Prior experience in pest management or service industry

Education

Minimum B. Sc. in Chemistry/Zoology/Agriculture

Tools

Excel

Word

PowerPoint

Job description

General Duties & Responsibilities

• OE shall be owner of his / her service area in terms of all operations related actions and shall execute daily service operations with a team of assigned technicians within a given service area.
• 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 to improve 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 an iAuditor 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 audit non‑conformities (internal / external). Send service dockets of completed services to NKA for invoicing on time.
• Handle assigned customer complaints within 24 hours, resolve complaints at earliest, 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, analyse visit extraction notes for all high‑infestation related service visits daily and take action.
• Digital initiative: Be conversant with all in‑house systems.
• Maintain material consumption, overtime hours schedule at an agreed target level for the assigned service area and for technicians.
• Approve 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.
• Actively drive service & product leads for assigned technician group within service area by implementing STA (See, Tell, Ask) and T.I.M.E. (Train, Incentivise, Monitor, Engage) on‑the‑job coaching to create density of customers.
• Innovation: Conduct trials, report findings per guidelines, implement new service lines as per SOPs.
• Minimum 18 customer visits per week for Resi & SA (Residential & Small Accounts segment heavy branch), includes customer complaints. For specific site‑based OEs, the number shall not be applicable but retention of customers at site would be the 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 the branch (as an assigned function within branch by BM).
• Ensure APL (Approved Preparations List) is followed by all assigned technicians & all chemical containers have original labels.
• Ensure proper schedule of maintenance & repairs of equipment is established & followed (via JOC).
• 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 a day‑to‑day basis.
• Report any deviation that could impact service quality or productivity of technicians such as over‑commitments, recommendations regarding night service (if not needed), covered area mismatch, etc.

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.

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.