Field Lead

Field Lead

Department: Operations

Reports To: Branch Manager

Proposed Salary: $25 - $28 per hour + KPI's

Primary Purpose: The Field Lead is a senior field-based leadership role responsible for maintaining service quality, customer satisfaction, and operational consistency across the branch. This position serves as the primary support to the Branch Manager for all field-related functions, acting as a coach, quality control leader, and escalation point for service pros.

The Field Lead is expected to lead by example in the field, proactively address issues before they escalate, and ensure the branch delivers consistent, high-quality service.

Licensing Requirements

Required: Branch 2 License (Structural)

Preferred: Branch 2 & 3 License (WDO)

Pay Structure

Base Pay - Branch 2 Licensed Field Lead

Hourly: $25.00 - $27.00 per hour

(Placement within range based on experience, performance history, and branch size.)

Branch 3 License Incentive

Pay Increase: +$1.00-$2.00 per hour

This increase reflects expanded technical expertise, increased liability, and the ability to support termite-related field operations and escalations.

Monthly KPI's

• QA's - 10
• Completion of ride-along requirements - 7
• NEED
• NEED
• NEED

Core Responsibilities

Field Operations & Quality Control

Conduct a minimum of 7 service pro ride-alongs per month

Provide coaching, feedback, and documented follow-up

Reinforce service standards, safety, and customer communication

Perform routine 10 Quality Assurance (QA) inspections

Identify trends and corrective actions

Partner with service pros to improve performance

Ensure proper service execution, labeling, documentation, and compliance

Customer Satisfaction & Reputation Management

Serve as escalation point for customer complaints and service issues

Actively work to flip bad reviews through follow-up visits, corrective service, and customer communication

Proactively identify at-risk accounts and intervene before cancellation or negative feedback

Support retention efforts through service recovery and education

Route Coverage & Field Support / Assist with route coverage during:

• Absences
• High-volume periods
• Emergencies

Help rebalance routes when needed to maintain service quality

Step into the field as required to ensure commitments are met

Leadership & Coaching

Mentor service pros and reinforce company expectations

Support onboarding and ongoing development of field staff

Serve as a role model for professionalism, efficiency, and customer care

Work with HSET team members to develop service pros and quality

Branch Manager Support

Assist the Branch Manager with larger field-related initiatives, including:

• Operational projects
• Field process improvements
• Training initiatives
• Special customer situations
• Provide feedback from the field to help improve systems, scheduling, and communication

Key Performance Expectations

Consistent completion of ride-alongs and QA's

Measurable improvement in service quality and customer satisfaction

Reduction in repeat complaints and negative reviews

Strong partnership with Branch Manager, HSET and Sales leadership

High credibility and respect among service pros

Career Path

Field Lead is a leadership development role and a natural stepping stone toward:

Branch Manager

Senior Branch Manager

Operations Leadership roles