Technical Service Manager

About the role

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.

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

Requirements

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.

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 functions 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)

Pay

Yearly: $84,300.00 - $96,900.00 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).

Schedule

Travel, within the US, 50-75% the time or workweek hours.