Operations Executive - Meghalaya

Rentokil PCI; Shillong; On-site; INR 279,000 - 391,000; Full time

Job summary

Rentokil PCI is seeking a field operations professional based in Meghalaya. The role involves ensuring qualified technicians are available, coaching staff, and managing service materials and tools according to SOPs. A training stint in Guwahati is planned for 3–5 months.

Fresh graduates with BSc in Agriculture/Botany/Zoology/Chemistry are welcome. A driving license and 2-wheeler are mandatory for field work and movement across sites.

Qualifications

• Minimum B. Sc. (Chemistry / Zoology / Agriculture).
• Any prior experience in operations of pest management or service industry is desirable.

Responsibilities

• Ensure availability of qualified technicians at all times per Technical Training Guidelines.
• Coach and train technicians to improve service quality and customer retention.
• Ensure availability of required preparations, materials and tools as per SOPs.
• Conduct daily stand-up meetings and brief technicians on safety and instructions from Sales/Service Docket.
• Ensure SCP devices are used correctly and provide refresher training as needed.
• Keep on-site service documentation up to date per contractual requirements and MyRentokilPCI system.
• Promote compliance with SOPs, SHE rules, ATEX and PN.
• Complete a minimum of 15 customer visits per week including surprise visits and pest audits.

Skills

Driving license

Education

B.Sc. (Chemistry / Zoology / Agriculture)

Tools

Excel

Word

PowerPoint

Job description

Job Location - Meghalaya

NOTE: Candidate will be stationed for 3-5 months in Guwahati Branch at Ulubari for training purpose.

Freshers are welcomed from BSc Agriculture/Botany/Zoology/Chemistry

2 wheeler and Driving license is Mandatory as the role if field operations role

Job Responsibilities

1. 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)

1. 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- overcommitments, recommendation regarding night service, additional visits, covered area mismatch, etc.
• Self Development- Be updated with latest innovations, Service SOPs, SHE and PN updates.

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, myRentokilPCI, Service Leads App, U+ etc