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 manner. (OE to engage technician via route riding, training on the job).
Plan execute 02 TPAs (Technicians Performance Assessment) per assigned technician with 2 development programs per year. Coach train assigned technicians in order to improve the service quality
Convey special instructions, if any, to technicians to execute the job as per Service Docket (liaison with Sales colleagues)
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 non- conformities (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 customers convenience and update the Root Cause in iCABS to ensure proper ticket closure
Identify resolve Service delivery issues in coordination with the Branch Manager
Conduct daily 10 min stand up meeting monthly operations meeting
Be conversant with STP (Service Track Pest) and monitor, analyses visit extraction notes for all high infestation related service visits on daily basis take action.
Digital Initiative: Be conversant with all in house systems.
Maintain Material consumption, Overtime Hrs. schedule at an agreed targeted level for the assigned service area and for technician
Approval of conveyance amount for assigned technicians
Monitor report to ABM/BM on input costs at all major sites as per gross margin agreed discuss action plans to bring it within limits
Actively drive Service Product Leads for assigned technician group within service area by implementing STA (See, Tell, Ask) and T.I.M.E. (Train, Incentivise, Monitor, Engage) on the job coaching to create density of customers.
Innovation: conduct trials and report findings as per the guidelines, implement new service lines as per the SOPs.
Minimum 18 customer visits per week for Resi SA (Residential Small Accounts segment heavy branch), includes, Customer complaints. For Specific Site based OEs -Number shall not be applicable but Retention of customer/s at site would be main KPI with all scheduled services completed efficiently and effectively.
Inventory: Help ABM/BM to manage Inventory - coordinate with other Ops colleagues to manage Stock Levels of branches forecasting, Indenting receipt of material for branch (as an assigned function within branch by BM).
Ensure APL (Approved Preparations List) is followed by all assigned technicians all chemical containers have original labels
Ensure proper schedule of maintenance repairs of equipment is established followed (via JOC).
Encourage technicians to plan their leaves in advance to curb absenteeism
Help Resolve any Grievances IR issues of Technicians bring to the notice of ABM/BM on day today basis
Report any deviation that could impact service quality or productivity of technicians like- over commitments, recommendation regarding night service (if it is not needed),covered area mismatch, etc
Minimum B. Sc. (Chemistry / Zoology / Agriculture). Any prior experience in operations of pest management or service industry is desirable.
Proficient in use of computer applications systems with Excel, Word, PowerPoint (or its equiva
