● 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)
● 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 over commitments, recommendation regarding night service, additional visits, covered area mismatch, etc.
● Self Development- Be updated with latest innovations, Service SOPs, SHE and PN updates