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. Collaborates 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. Advises and supports 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. Candidate Summary 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. Minimum 5 years of related structural pest management experience required. 2+ years of structural pest management field experience. 1+ year of management experience required. Skills Strong project management skills. Strong change management skills. Excellent written and verbal communication skills, including delivery of formal presentations. Quantitative and qualitative analytical skills. 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. Integrity, self‑awareness, respect, empathy, and gratitude. Continuous learner with ability to flex influence while communicating and delegating effectively. Ability and desire to listen and learn from colleagues and 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 of management experience. Physical Demands and Working Conditions The physical demands are representative of those that must be met by an employee to perform the essential function of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. Incumbent must be prepared to move up to 10 pounds regularly and 11‑20 lbs frequently by lifting, carrying, pushing, pulling or otherwise repositioning objects. Exerting up to 50 lbs of force occasionally is required. Use of legs and/or hands and arms to ascend or descend ladders, stairs, scaffolding, ramps, poles, etc. while maintaining balance on narrow or slippery surfaces. Employees will also perform repetitive motions such as fine manipulation of wrists, hands and fingers while picking, pinching and typing. Good visual acuity is required for detail‑oriented activities at close distances and for activities within arm’s reach. A valid driver’s license from the state of residence is required. Base Pay Range Yearly: $73,000.00 – $111,000.00. Starting pay falls within this range and may vary based on geographic location, skills, education, and experience. Total earnings may also be affected by overtime, incentives, commissions, performance, and route assignment (where applicable). Benefits Benefits start day 1 for full‑time colleagues – no waiting period. Professional and Personal Growth – multiple avenues to grow your career, training and development programs, tuition reimbursement benefits (for full‑time colleagues). Health and Wellness – full‑time colleagues are eligible to begin enrollment immediately upon hire with benefits covering medical, dental, vision, disability, and life insurance. Savings and Retirement – 401(k) retirement plan with company matching. Work‑Life Balance – vacation days, sick days, company‑paid holidays and floating holidays. A company mindset that prioritizes health, safety, and flexibility. Equal Employment Opportunity Statement This company is a Drug‑Free workplace. Rentokil is committed to complying with all Federal, State, and local laws related to the employment of qualified individuals with disabilities. California residents have privacy rights. It is unlawful in Massachusetts to require or administer a lie‑detector test as a condition of employment or continued employment. By applying to this job, you agree to receive initial texts from systems used on behalf of Rentokil North America, Inc., possibly including Workday, Loop, and HireVue. These systems utilize text messages to communicate with you throughout the application, interview, and pre‑hire processes. You can set your communication preferences or opt out of text messages from each system at any time following the initial message. Message and data rates may apply. #J-18808-Ljbffr