Operations Executive - Chandigarh

Overview

Own the daily service operations for an assigned service area in Chandigarh, leading a team of technicians to deliver quality pest management service.

What you'll do

• Own all operations related actions for the assigned service area.
• Execute daily service operations with a team of assigned technicians within the given service areas.
• Ensure quality of service delivery through effective on-the-job supervision of technicians as per company SOPs.
• Ensure technicians carry out treatment within the given Time on Site (ToS) in a competent manner, engaging technicians via route riding and on-the-job training.
• Plan and execute 02 TPAs (Technicians Performance Assessment) per assigned technician with 2 development programs per year.
• Coach and train assigned technicians to improve service quality.
• Convey special instructions to technicians to execute jobs as per the Service Docket, liaising with Sales colleagues.
• Carry out pest management audits of customer sites as per the agreed schedule.
• Complete and close customer audit non-conformities (external and internal), and follow up and implement CAPA at customer sites.
• Implement SOPs and ensure compliance and closure of audit non-conformities.
• Send service dockets of completed services to NKA for invoicing on time.
• Handle assigned customer complaints within 24 hours, resolve them at the earliest per customer convenience, and update the Root Cause in iCABS for proper ticket closure.
• Identify and resolve service delivery issues in coordination with the Branch Manager.
• Conduct a daily 10-minute stand-up meeting and a monthly operations meeting.
• Be conversant with STP (Service Track Pest), and monitor and analyse visit extraction notes for all high infestation service visits daily and take action.
• Be conversant with all in-house systems.
• Maintain material consumption and overtime hours schedule at the agreed targeted level for the assigned service area and technicians.
• Approve conveyance amounts for assigned technicians.
• Monitor and report input costs at all major sites to ABM/BM as per the agreed gross margin, and discuss action plans to bring them within limits.
• Actively drive Service and Product Leads for the assigned technician group by implementing STA (See, Tell, Ask) and T.I.M.E. (Train, Incentivise, Monitor, Engage) on-the-job coaching to create customer density.
• Conduct trials and report findings as per guidelines, and implement new service lines as per SOPs.
• Achieve minimum 18 customer visits per week for Resi and SA (Residential and Small Accounts segment heavy branch), including customer complaints; for site-based OEs, retention of customer(s) at site is the main KPI with all scheduled services completed efficiently and effectively.
• Help ABM/BM manage inventory, coordinating with other Ops colleagues on stock levels, forecasting, indenting and receipt of branch material.
• Ensure the Approved Preparations List (APL) is followed by all assigned technicians and all chemical containers have original labels.
• Ensure a proper schedule of equipment maintenance and repairs is established and followed via JOC.
• Promote the highest grooming standards (uniform, safety shoes, PPEs).
• Encourage technicians to plan leaves in advance to curb absenteeism.
• Help resolve technician grievances and IR issues, and bring them to the notice of ABM/BM daily.
• Report any deviation that could impact service quality or technician productivity, such as over-commitments, night service recommendations where not needed, or covered area mismatches.

What you'll need

• Minimum B.Sc. (Chemistry / Zoology / Agriculture).
• Proficient in computer applications and systems with Excel, Word, PowerPoint (or equivalent).
• Well versed with internal company systems such as iCABS, STP, iAuditor, SRA, SQA, SQS, TPA, myRentokilPCI, Service Leads App, U+ etc.

Nice to have

• Prior experience in operations of pest management or the service industry.

Details

• Location: Chandigarh, India.