Technical Service Manager

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."

About the Role

Subject matter expert in pest control strategies for specified market segment/s and lines of business, 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

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 drive Rentokil Termimix leadership and demonstration of competency and expertise.
• Develops publications and presentations to support sales and marketing initiatives.

Requirements

• 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 of 5 years of related structural pest management experience required.
• 2+ years of Structural Pest Management field experience.
• 1+ years of 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

• Thinks 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 the 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.

Qualifications

• Board Certified Entomologist (BCE) or ACE.
• 2+ years of Structural Pest Management field experience.
• 1+ years of 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 of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• 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 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 while using office equipment such as computers, phones, etc.
• Standing, walking for long periods, accessing hard-to-reach areas requiring the use of ladders to access heights, or bending/crawling to access low areas (under shelving, floors, etc.).
• Fingering and repetitive motions; such as movement of wrists, hands, and fingers while picking, pinching, and typing during your normal working environment.
• Express or exchange ideas with others through the use of spoken word, quickly, accurately, and at an easily audible volume, and receive detailed information through oral communication at usual speaking levels without correction, and/or make fine discriminations in the nature of sounds in the environment.
• Close visual acuity to perform detail-oriented activities at distances close to the eyes, as well as visual acuity to perform activities at or within arm’s reach with skill, control, and accuracy, such as preparing and analyzing data, viewing a computer screen, and expansive reading.
• Must possess a valid driver's license from the state of residence.

Incumbent will be subject to 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% of the time or workweek hours.

Pay

Base Pay Range Yearly: $80,300.00 - $122,100.00. 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).

Benefits

All Full-Time Colleagues qualify for the following benefits starting on day 1, and Part-Time Colleagues qualify for most benefits after meeting certain criteria:

• Professional and Personal Growth:
  • Multiple avenues to grow your career.
  • Training and development programs available.
  • Tuition Reimbursement benefits (for FT Colleagues).
• Health and Wellness:
  • 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.