Technical Service Manager

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.

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