Technical Service Manager

Job Summary

Subject matter expert in pest control strategies for specified market segments 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.

• Proactively monitors service performance against KPIs and problem‑solves with Operations leaders, National Accounts and Sales to ensure performance thresholds are met.
• Performs site assessments (quality, structural, sanitation) to identify root causes 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 action and recommendation resolution for RTX and customers.
• Works collaboratively with branch leaders to resolve service quality issues, coaches and develops branch leaders’ pest management competency and their 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 of Rentokil Termimix leadership and demonstration of competency and expertise.
• Develops publications and presentations to support sales and marketing initiatives.

• Required Experience:
  
  Four‑year college degree in biological science (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;
  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;
  Integrity, self‑awareness, respect, empathy, and gratitude;
  Continuous learner who flexes influence while communicating and delegating effectively;
  Ability 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 required.

• Move up to 10 pounds regularly and 11‑20 pounds frequently by lifting, carrying, pushing, pulling or otherwise repositioning objects.

• Exert up to 50 pounds of force to move objects occasionally.

• Use legs, hands or arms to ascend or descend ladders, stairs, scaffolding,…