Technical Service Manager

Job Summary 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, development and deployment of corrective action plans. Coaches and develops pest control knowledge and acumen of Operations leaders to enable development and coaching of technicians. Key Performance Indicators ESR Rate Claims Rate Escalation Rate, time(days) on escalation Material Usage/FSP Compliance Rate Material Cost Revenue % CVC NPS Customer Retention Colleague Retention Principal Duties and Responsibilities Proactively monitors service performance against KPIs, problem solves with Operations leaders, National Accounts, and Sales to ensure performance thresholds are met Performs site assessments (quality, structural, sanitation) to identify root cause/s of pest infestation, develops action plans in collaboration with Operations, and assists Operations with deployment of the Action Plan. Works collaboratively with Technical Account Managers and National Account Managers to drive Actions and Recommendation resolution by RTX and Customers. 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. Required 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 years of related structural pest management experience required. 2 years+ of Structural Pest Management field experience. 1 year+ 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 Required Leadership Traits and Characteristics 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. Formal Education, Qualifications or Training Board Certified Entomologist (BCE) or ACE 2 years+ of Structural Pest Management field experience 1 year+ management experience required. Salary and Benefits Base Pay Range: $73,000.00 – $111,000.00 yearly. Pay may vary depending on location, skills, education, and experience. Total earnings may also be affected by overtime, incentives, commissions, performance, and route assignment. Benefits start day one for full‑time colleagues. Health benefits including medical, dental, vision, disability, and life insurance. 401(k) retirement plan with company matching. Vacation days, sick days, company‑paid holidays and floating holidays. Training and development programs available. Physical Demands and Working Conditions Physical demands are representative of those that must be met by an employee to perform the essential functions of this job. Incumbent must be prepared to lift up to 10 pounds regularly and move 11‑20 lbs frequently; sometimes up to 50 lbs may be required. Use of ladders, stairs, scaffolding, or poles; maintain balance on narrow or slippery surfaces; crawl or squat; push or pull objects, and maintain long periods of standing or walking in various environments. Fingering and repetitive motions may occur. Adequate visual acuity is required for detail‑oriented tasks. Incumbent is required to have close visual acuity and a valid driver's license from the state of residence. Travel: 50‑75% of time within the U.S. Rentokil is committed to complying with all Federal, State, and local laws related to the employment of qualified individuals with disabilities. #J-18808-Ljbffr