Mgr, Tech Service

The Terminix International Company Limited Partnership; Town of Cheektowaga (NY); On-site; USD 73,000 - 111,000; Full time

Benefits offered by this job

Health benefits starting day 1

401(k) retirement plan

Training programs

Paid time off

Job summary

The Terminix International Company Limited Partnership is seeking a subject matter expert in pest control strategies to support Operations with best-in-class service delivery protocols and processes. You will analyze data, perform site assessments, and coach Operations leaders to resolve pest issues and improve customer satisfaction.

You will collaborate with Account Managers and Branch leaders to drive action plans, improve service quality, and deploy corrective actions across multiple markets.

Qualifications

• Four year college biological science degree in entomology or related sciences is preferred
• 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

Responsibilities

• Monitors service performance against KPIs and collaborates with Operations leaders to meet thresholds
• Performs site assessments to identify root causes of pest infestation and helps deploy action plans
• Collaborates with Technical Account Managers and National Account Managers to drive issue resolution
• Coaches Branch leaders to improve pest management competency and coaching abilities
• Develops SMART goals to improve service quality
• Drives improvements in protocols and service delivery to boost customer retention and efficiency

Skills

Project management

Change management

Communication skills

Analytical skills

Education

Board Certified Entomologist (BCE) or ACE

5+ yrs Structural Pest Management experience

2+ yrs Structural Pest Management field experience

1+ yrs management experience

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: 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

Leadership Traits and Characteristics

• Think 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 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.)

Incumbent & Travel Requirements

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

Current Vacancy & Posting Info

THIS POSTING IS FOR A CURRENT VACANCY AND THE EMPLOYER INTENDS TO FILL THIS POSITION NO SOONER THAN (October 31, 2026).

Base Pay Range Yearly

$73,000.00 - $111,000.00 While starting pay falls within the given range, it can vary based on factors like geographic location, skills, education, and experience. Total earnings may also be affected by overtime, incentives, commissions, performance, and route assignment (where applicable).

Why Choose Us?

A career with the Rentokil family of companies can be a professional trajectory filled with opportunity. We pride ourselves on having 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.

Benefits

• Professional and Personal Growth
• Multiple avenues to grow your career
• Training and development programs available
• Tuition Reimbursement benefits (for FT Colleagues)
• Health and Wellness Full-time colleagues are eligible to begin enrollment immediately upon hire with benefits starting on day 1
• Health benefits including Medical, Dental, Vision, Disability, and Life Insurance plus much more
• 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

Opportunities & Work Environment

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. 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. By applying to this job, you agree to receive initial texts from systems used on behalf of Rentokil North America, Inc., possibly including Workday, Loop, and HireVue. These systems utilize text messages to communicate with you throughout the application, interview, and pre-hire processes. You can set your communication preferences or opt out of text messages from each system at any time following the initial message. Message and data rates may apply. Rentokil is a family of companies in North America. We pride ourselves on being a trusted partner to many of the world's leading brands across industries as diverse as manufacturing, distribution, retail, food service, and hospitality. We are extremely proud of our legacy of excellence and constantly work to enhance the value and impact of our services.