Field Operations Executive - Tirupati

About the Company

Rentokil PCI is a major pest management services provider in India. The business is part of Rentokil Initial and was launched in 2017 through a joint venture between Pest Control India, India’s leading pest control company, and Rentokil, a global pest control leader. The organization operates from more than 300 locations across the country and focuses on raising the bar for customer service.

Role Overview

The OE / Sr. OE will own the assigned service areas within the branch from an operations perspective. The role involves ensuring that trained technicians are available for service execution and supporting residential, SA, and SME customers.

Core Responsibilities

• Keep trained and certified technicians available at all times in line with technical training standards.
• Coach and upskill technicians to improve service quality and customer retention, following technical guidelines and service SOPs.
• Make sure technicians have the right preparation materials, consumables, and working service tools.
• Hold daily 10-minute team huddles to share safety guidance and special instructions based on sales or service docket inputs.
• Ensure technicians use SCP devices properly, resolve device issues, and provide refresher training whenever updates are introduced.
• Maintain current on-site service records in Partner Kit and myRentokil, where applicable, as per contractual expectations.
• Follow and enforce service SOPs, SHE golden rules, ATEX, and PINK NOTE requirements for self and technicians.
• Complete at least 15 customer visits every week, including surprise checks, route rides, TPA, complaints handling, and pest audits for residential and SA accounts, including QSRs.
• Ensure only APL-approved preparations, products, and materials are used.
• Oversee storage practices, disposal of empty containers and waste materials, and maintain compliance with disposal SOPs.
• Plan and monitor equipment maintenance and repairs on a recurring basis.
• When colleagues are absent or positions are vacant, ensure iCABS entries are updated to support branch operations KPIs.
• Confirm technicians complete treatments within standard treatment time and follow the route plan and timings set by the service planner.
• Approve conveyance claims for assigned technicians.
• Promote strict grooming standards, including uniform, safety shoes, and PPE use.

Advanced Operations

• Carry out PMI pest audits for QSRs and small branch accounts through iCABS.
• Plan and complete one TPA for each assigned technician and implement one development plan per technician each year.
• Work with the Branch Manager to resolve service delivery issues.
• Resolve customer complaints in accordance with the complaint handling SOP and update root causes in iCABS for timely closure.
• Study complaint patterns by service type, retrain technicians where needed, and drive weekly closure of open tickets.
• Ensure compliance-related audit gaps and non-conformities in service operations are closed.
• Monitor material usage against SRF, cost sheet, and SOW, and escalate deviations to the line manager.
• Keep adequate stock for pending and upcoming jobs, follow APL/SOP usage norms, and use near-expiry stock first.
• Track material usage so that branch consumption remains within target.
• Maintain optimum stock levels and raise indents only after reviewing actual need and available inventory.
• Improve service productivity and efficiency across the assigned area.
• Conduct pest management inspections using iCAB and rAuditor tools.
• Ensure all technicians submit service leads as per target.
• Report major-site input costs against agreed gross margin and propose corrective action when costs drift beyond limits.
• Drive service and product leads through on-the-job coaching to help build customer density.
• Encourage technicians to plan leave in advance to reduce absenteeism.
• Address technician grievances and IR-related issues promptly, escalating to the line manager when required.
• Flag any issue that may affect service quality or technician productivity, such as overcommitment, night service recommendations, extra visits, or area mismatches.
• Stay current with new processes, innovations, SOP changes, and safety updates.

Key Result Areas

• Achieve 100% completion of PMI pest audits for QSRs and small branch accounts.
• Meet the branch material consumption target at 100% of the AoP benchmark.
• Complete TPAs and development plans at 100% against target.
• Keep technician call-out complaints below 3 per month and retrain technicians who exceed that threshold.
• Ensure every technician is trained and qualified as per the technical training guideline, with L-1 completed within 30 days and L-2 within 9 months of joining.
• Maintain above 90% in self-learning and development online assessments.

Skills and Competencies

The role calls for strong people handling, structured planning, sound problem-solving, clear communication, and working knowledge of pest management tools, chemicals, equipment, and service workflows.

Education and Other Requirements

A minimum qualification of B.Sc. in Chemistry, Zoology, or Agriculture is required. Prior experience in pest management operations or the service industry is preferred. The candidate should be comfortable working with computer applications such as Excel, Word, and PowerPoint, and should be able to use internal platforms such as iCABS, STP, iAuditor, SRA, SQA, SQS, TPA, myRentokilPCI, Service Leads App, and U+.

Work Relationships

This is an individual contributor role. The position works closely with customers and customer representatives externally, and with ABM/BM, operations and sales colleagues, and planners internally.

Benefits and Values

The company emphasizes safety, integrity, innovation, learning and development, openness and transparency, and performance orientation. It also states a commitment to building an inclusive workplace that welcomes people from all backgrounds.