Technical Service Manager

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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."

Market Technical Director

• Regional Directors, Branch Managers, Operations Managers
• National Account Executives
• Strategic Account Managers
• Product & Innovation Managers
• SHE Regional Managers
• Service Quality Managers

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, and development of corrective action plans. Coaches and develops pest control knowledge and acumen of Operations leaders to enable development and coaching of Technicians.

• ESR Rate
• Claims Rate
• Escalation Rate
• Material Usage/FSP Compliance Rate
• Material Cost Revenue %
• CVC
• NPS
• Customer Retention
• Colleague Retention

• Proactively monitors service performance against KPIs, problem solves with Operations leaders, National Accounts, and Sales to ensure performance thresholds are met
• 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.

• 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 of formal presentations
  • Quantitative and qualitative analytical skills

• 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 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.

• Board Certified Entomologist (BCE) or ACE
• 2 years+ of Structural Pest Management field experience
• 1 years+ management experience required

The physical demands are representative of those that must be met by an employee to perform the essential function 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…