Technical Service Manager

Job Summary Subject matter expert in pest control strategies for specified market segment(s) and lines of business. Responsible for developing, supporting, and implementing best-of-breed service delivery protocols and processes that enable operational excellence. Key Performance Indicators ESR Rate Claims Rate Escalation Rate & time (days) on escalation Material Usage / Faster Service Provider (FSP) Compliance Rate Material Cost & Revenue Percentage Customer Voice of Customer (CVC) Net Promoter Score (NPS) Customer Retention Colleague Retention Principal Duties and Responsibilities Proactively monitor service performance against KPIs and problem‑solve with Operations leaders, National Accounts, and Sales to ensure performance thresholds are met. Perform site assessments (quality, structural, sanitation) to identify root causes of pest infestation and develop action plans in collaboration with Operations. Assist Operations with deployment of the action plan and coordinate with Technical Account Managers and National Account Managers to drive resolution. Collaborate with branch leaders to resolve service quality issues and coach them in pest‑management competency; enable coaching of front‑line technicians and sales colleagues. Develop action plans and SMART goals for improving service quality and monitor, coach, and assist branch leaders in execution. Drive technical improvement to protocols and service‑delivery processes to enhance customer retention, operational efficiency, financial performance, and colleague retention. Identify and lead projects for improvements and innovation—including people, process, and technology—while incorporating industry‑leading practices. Advising and supporting sales teams in business acquisition, building relationships, and providing continuous‑improvement input for processes, data management, and product/service enhancements. Participate in trade associations, conferences, and symposiums to advance industry practice and demonstrate leadership. Develop publications and presentations that support sales and marketing initiatives. Required Experience and Education Four‑year college degree in biological science, entomology, or related field (preferred). Board Certified Entomologist (BCE) or ACE certification (preferred). Minimum 5 years of structural pest management experience; 2+ years of field work; 1+ year of management experience. Required Skills Strong project‑management and change‑management skills. Excellent written and verbal communication, including formal presentations. Quantitative and qualitative analytical skills. Leadership Traits Commercial mindset, urgency, and competency. Strong communication, interpersonal, and problem‑solving abilities. Integrity, self‑awareness, respect, empathy, gratitude, and a continuous‑learning attitude. Ability to listen, learn, delegate, and empower teams for innovation. Physical Demands and Working Conditions The role requires frequent lifting and carrying of up to 20 lbs, occasional lifting up to 50 lbs, and the use of ladders, stairs, scaffolding, and other equipment. It also requires limited walking, standing, and crouching in potentially narrow or slippery environments. The position involves long periods of computer and phone use, travel within the U.S. 50–75% of the time, and occasional work in varying indoor conditions. A valid driver’s license is required. Benefits Full‑time colleagues qualify for day‑one benefits including medical, dental, vision, disability, life insurance, 401(k) retirement plan with company match, vacation and sick days, company‑paid holidays, and additional wellness and development programs. Legal and EEO Statement Rentokil is a drug‑free workplace and is committed to complying with all federal, state, and local equal‑employment‑opportunity laws, including laws related to the employment of qualified individuals with disabilities. #J-18808-Ljbffr