Job description
Designation - Operations Executive
Location - Guwahati
Work Experience - 0- 3 Years
Qualification - B.Sc - Agriculture/Botany/Chemistry/Zoology
Ownership of 2 Wheeler Mandatory
About company
About Rentokil PCI
Rentokil PCI is the leading pest control service provider in India. A Rentokil Initial brand, Rentokil PCI was formed in 2017 through a joint venture (JV) between Pest Control India, the number one pest control company in India, and Rentokil, the worlds leading pest control brand. Rentokil PCI aims to set new standards for customer service having operations across 300 locations in India.
For more details: https://www.rentokil-pestcontrolindia.com
About the Role:
The Operations Executive / Sr. Operations Executive will be responsible for ensuring service quality, technician capability, material readiness, and compliance through hands-on supervision, audits, and performance monitoring across assigned service areas. The incumbent will report to the AOM/OM/ABM/BM. The incumbent will have to work as part of a multi-functional team, and this involves collaboration with the internal team and external stakeholders.
Job Responsibilities:
Core Operations
- Ensure the availability of qualified (trained & certified) Technicians at all times 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-minute stand up meetings, and explain safety and special instructions to assigned technicians to execute the job as per instructions received from Sales Team/Service Docket.
- Ensure SCP devices are effectively used by technicians, troubleshoot of SCP issues and provide 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 include- Surprise visits, Rout rides, 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 the position is vacant, should ensure entries are made in iCABS to achieve the operations KPI of the 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 the Service Planner.
- Approval of conveyance amount for assigned technicians
- Promote the highest grooming standards (uniform, Safety shoes, PPEs)
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 program 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 the skills of identified Technicians to reduce CO & ensure closure by monitoring open tickets on a 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 the line manager
- 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
Key Result Areas:
- 100% completion of PMI 'Pest Audit' as per icabs- QSRs & Small branch accounts
- Material consumption target to be met 100% as per Branch AoP target
- TPA and Development plan completion as per target- 100%
- Ensure 'Call Out' complaint per technicians are less than 3 per month, and analyse and re-train Technicians with more than 3 complaints per month.
- 100% Trained and qualified Technicians as per Technical Training Guideline (L-1 TAT 30 days; L-2 within 9-months of Joining)
- Self learning and development- Above 90% score in online assessment.
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