JOB DESCRIPTION
Title Operations Executive
Function Service Sales Division
Location Across India
Reports To Assistant Branch Manager/Branch Manager
Work Level / Grade
ABOUT US:
Rentokil PCI brings to the Indian market the expertise of over 90 years of Rentokil, the
world's largest commercial pest control company with operations in more than 70 countries
and PCI, the number one pest control company in India with presence in the local market for
over 60 years.
Rentokil PCI aims to set new standards for customer service with operations across 300 plus
locations in India. The company also focuses on developing industry-leading service
operations through the sharing of best practices, new innovations and the use of digital
technologies.
POSITION RESPONSIBILITIES / REQUIREMENTS:
Operations Executive is responsible to manage assigned Service area & team of minimum 15
technicians to achieve targeted SOS of his territory and Productivity with Quality & timely
execution of service as per schedule. By maintaining the required skill of the team up to date as
per ‘Technical Training Structure of RPCI’. The person will report to the Assistant Branch
Manager/Branch Manager. The incumbent will have to work as part of a multi-functional team and
this involves collaboration with the internal team and external stakeholders.
GENERAL DUTIES & RESPONSIBILITIES
• OE shall be owner of his / her service area in terms of all operations related actions and
shall Execute daily service operations with a team of assigned Technicians within a given
service areas
• Ensure quality of service delivery by effective supervision on technicians - on the job as
per company SOPs
• Ensure technicians carry out treatment within a given Time on Site (ToS) in a competent
manners. (OE to engage technicians via route riding, training on the job).
● Carry out pest management Audits of customer sites as per agreed schedule by i
or R auditor.
• Complete & close customer audit non-conformities (external / internal). Follow up &
implement CAPA at customer site
• On Site Documentation: Implementation of SOP, Compliance and closure of audits
nonconformities (Internal / External). Send service dockets of completed services to
NKA for invoicing on time.
• Handle assigned customer complaints in his / her service areas, within 24 hours &
resolve complaint at earliest, as per the customer's convenience and update the Root
Cause in iCABS to ensure proper ticket closure
• Identify & resolve Service delivery issues in coordination with the Branch Manager
KEY DELIVERABLES
● Responsible to achieve targeted SOS, technician’s productivity, ToS, material consumption,
complaint management, TPA/SQA, customer visits, Absenteeism & OT, Service leads-
submissions & conversions, Technician & Customer retention
• Hands on Training of technicians and Supervisors on the job & utilize U+ for such activities
• Arrange & support ABM/BMs, DMs for Pest Awareness Programs at Customers (and conduct
PAP (Pest Awareness Program) for shop floor staffs only)
• Ensure safety in operations and at site.
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CORE COMPETENCIES
● Good interpersonal skills
• Organizing skills
• Good Analytical & Problem-solving skills
• Ability to communicate effectively internally and externally
• Technical knowledge of Pests, Service Processes, Pesticides & Equipments
• Knowledge of various food safety standards
• Fluency in verbal and written English with local language is essential
EDUCATIONAL / OTHER REQUIREMENTS
● Any Science Graduate (Zoology, Chem,Biology, Botany, Agriculture) okil PCI June’ 2018 Page
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