MGR SERVICE QUALITY

Terminix; Atlanta (GA); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Health benefits

401(k) matching

Paid time off

Job summary

Rentokil North America, Inc. is seeking a subject matter expert in pest control strategies to support Operations with best-in-class service delivery protocols and process improvements. You will coach leaders, resolve pest issues, and drive customer satisfaction through data-driven actions.

The role requires strong project management and leadership abilities, with a focus on improving service quality, safety, and efficiency across branches and national accounts.

Qualifications

• BCE or ACE certification preferred.
• Minimum 2+ years in Structural Pest Management field; 1+ year in a leadership role.
• Four year college biological sciences degree in entomology or related field preferred but not required.

Responsibilities

• Monitor service performance against KPIs and collaborate with Operations and Sales to meet thresholds.
• Conduct site assessments to identify root causes and develop action plans with Operations for deployment.
• Collaborate with Technical Account Managers and National Account Managers to drive resolution of issues.

Skills

Project management

Change management

Communication skills

Analytical skills

Education

BSc in Entomology or related

Job description

Benefits Start Day 1 for Full-Time Colleagues - No Waiting Period!

For more information about our benefits, see below!

We are proud to be a member of the Rentokil family of companies, the global leader in Pest Control and other services across more than 90 countries. We pride ourselves on being a trusted partner to many of the world's leading brands and serve consumer and business customers across multiple industries. We are extremely proud of our legacy of excellence and constantly work to fulfill our mission to "protect people, enhance lives, and preserve the planet."

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.

CANDIDATE SUMMARY

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.

Why Choose Us?

A career with the Rentokil family of companies can be a professional trajectory filled with opportunity. We pride ourselves on being a world-class team that rewards high performance, and we love to promote from within. We offer competitive pay and many of our roles offer performance incentives.

Below you'll find information about some of what we have to offer. All Full-Time Colleagues qualify for the following and Part-Time Colleagues qualify for most benefits after they meet certain criteria.

Professional and Personal Growth

• Multiple avenues to grow your career
• Training and development programs available
• Tuition Reimbursement benefits (for FT Colleagues)

Health and Wellness

• Health benefits including Medical, Dental, Vision, Disability, and Life Insurance plus much more
• Full-time colleagues are eligible to begin enrollment immediately upon hire with benefits starting on day 1

Savings and Retirement

• 401(k) retirement plan with company-matching contributions

Work-Life Balance

• Vacation days & sick days
• Company-paid holidays & floating holidays
• A company mindset that prioritizes health, safety, and flexibility

We are looking for individuals who want to make a difference where our customers live and work. Is that you?

This company is a Drug Free workplace.

Rentokil is committed to complying with all Federal, State, and local laws related to the employment of qualified individuals with disabilities.

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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.

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