Technical Service Manager

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We are proud to be a member of the Rentokil family of companies, the global leader in Pest Control and other services across more than 90 countries. We pride ourselves on being a trusted partner to many of the world’s leading brands and serve consumer and business customers across multiple industries. We are extremely proud of our legacy of excellence and constantly work to fulfill our mission to “protect people, enhance lives, and preserve the planet.”

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.

• ESR Rate
• Claims Rate
• Escalation Rate, time (days) on escalation
• Material Usage/FSP Compliance Rate
• Material Cost Revenue %
• CVC
• NPS
• Customer Retention
• Colleague Retention

• Proactively monitor service performance against KPIs, 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, develop action plans in collaboration with Operations, and assist Operations with deployment of the Action Plan.
• Collaborate with Technical Account Managers and National Account Managers to drive Actions and Recommendation resolution by RTX and Customers.
• Collaborate with Branch leaders to resolve service quality issues, coach and develop Branch leaders’ pest management competency and ability to coach and develop front line Technicians and sales colleagues.
• Develop action plans and SMART goals to improve service quality. Monitor, coach, and assist Branch leaders in execution of action plans and issue resolution.
• Drive technical improvement to protocols, and service delivery processes to improve customer retention, operational efficiency, financial performance, and colleague retention.
• Identify projects to drive improvements and innovation including people, process, and technology‑related projects.
• Give input on technical standards and standard operating procedures based on specific expertise to support service delivery excellence in the field.
• Recommend projects to drive and incorporate industry‑leading practices and develop 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.
• Participate 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.
• Develop publications and presentations to support sales and marketing initiatives.

• 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 or more of structural pest management field experience.
• 1 year or more of management experience required.

• Strong project management skills.
• Strong change management skills.
• Written and verbal communication skills, including delivery of formal presentations.
• Quantitative and qualitative analytical skills.

• Thinks commercially, acts with urgency and competency.
• Excellent communication skills both written and verbal to collaborate with others under…