Job Description

1. Service Efficiency

• Ensure the achievement of monthly State Of Service (SOS), turnover, preparation cost and service KPIs targets.
• Ensure that routine services and treatments for Pest Control are in advanced fixed schedule and carried out by technicians on time for all zones.
• Ensure quality & timely delivery of services & treatments to New Business and Products/Jobs based on approved Safe Work Procedure (SWP) and Treatment Instruction (TI).
• Ensure that all Equipment for rent (EFR) installed at customer’s site are retrieved and returned once contract is not renewed.
• Ensure a high level of competence in the required skills amongst service staff by providing continuing training and practical assistance and guidance in the field. All the Technician must be rated through TPA for every 2 months.

2. Administration and Policy Directive

• Ensure all required documents (like Treatment Instruction, Account Checklist, Treatment Checklist etc.) for Pest Control are in order and approved by the authorized Manager for New Business and Jobs Sales prior to service, treatment or installation.
• Develop, recommend and implement policies that would increase service productivity and quality, reduce if not eliminate customer complaints, risk & losses to the business.
• Drive SHE policy compliance and zero tolerance policy. Achieve lost time accident rate (LTAR) target set for the year for Pest Control.
• Provide field coaching and hands-on training to service technicians.
• Conduct regular meetings with service team to draw plans, set targets, address issues and concerns, performance review, provide guidance, gather feedback, awareness drive, coaching and support to service staffs.
• Accurately maintain service records and submit on time reports and documents as required by management.

3. Customer Development

• Ensure all Customer complaints & inquiries are acted as a matter of urgency and importance following the company SOPs and 2/24 promise.
• Accurately maintain service records and submit on time reports and documents as required by management.
• Conduct regular quality inspection and customer visit to maintain good business relationship and thus improve customer retention.
• To be aware and act on potential sales and collection opportunities on the service area to help generate additional new business, up-selling and improve collection.
• Attend required trainings, meetings, conferences and other official company functions necessary for business growth, government legislation compliance and customers’ requirement.

4. Other requested tasks

• Build up, monitor & develop the company’s culture, standards by yourself and your team with professional image.
• Other tasks are required by Line Manager

Requirements

• College graduate with at least 1 year supervisory in the areas of customer service relationship and leading people
• The drive and ambition to achieve goals/objectives and the discipline, organization and perseverance to deliver outstanding customer service
• The ability to gather and make sense of large amounts of information and apply it to make business and customer focused decisions.
• Managing our own emotions to remain calm, focused and optimistic while dealing with a constant stream of demands
• The encouragement of long term development of organization to build capability.
• Building relationships and collaborating with others (e.g. customers, colleagues, partners and suppliers) to achieve our mission.
• The ability to inspire others to achieve Rentokil Initials objectives and to hold them accountable for high standards of performance