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Acts as a subject matter expert in pest control to develop service delivery protocols and support operations in resolving quality and infestation issues. Monitors KPIs and coaches branch leaders to improve technical competency and customer satisfaction.
Requires a minimum of 5 years of structural pest management experience, including at least 2 years in the field and 1 year in management. A biological science degree and Board Certified Entomologist (BCE) or ACE certification are preferred.
For more information about our benefits, see below!
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."
Job Summary
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.
Key Performance Indicators
ESR Rate
Claims Rate
Escalation Rate, time(days) on escalation
Material Usage/FSP Compliance Rate
Material Cost Revenue %
CVC
NPS
Customer Retention
Colleague Retention
Principal Duties and Responsibilities
Proactively monitors service performance against KPIs, problem solves with Operations leaders, National Accounts, and Sales to ensure performance thresholds are met
Performs site assessments (quality, structural, sanitation) to identify root cause/s 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 Actions and Recommendation resolution by RTX and Customers.
Works collaboratively with Branch leaders to resolve service quality issues, coaches and develops Branch leaders pest management competency and 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
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.
Participates 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
Develops publications and presentations to support sales and marketing initiatives.
Required Experience
Experience
Four year college biological science degree in entomology or related sciences is preferred, but not required.
Board Certified Entomologist (BCE) or ACE preferred
A minimum 5 yrs. of related structural pest management experience required.
2 years+ of Structural Pest Management field experience
1 years+ 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 to collaborate with others under time sensitive conditions.
Apply excellent leadership, interpersonal, and communication skills, including the ability to quickly and efficiently troubleshoot problems in a diverse and challenging environment.
Integrity, self-awareness, respect, empathy, and gratitude
Continuous learner with ability to flex their influence while communicating and delegating effectively
Ability and desire to listen and learn from colleagues and ability to 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 years+ management experience required
The physical demands are representative of those that must be met by an employee to perform the essential function to this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Incumbent must be prepared to:
Move up to 10 pounds regularly, and 11-20 lbs frequently, by lifting, carrying, pushing, pulling, or otherwise repositioning objects. Exerting up to 50 lbs of force to move objects is required occasionally.
Use legs and/or hands and arms to ascend or descend ladders, stairs, scaffolding, ramps, poles, etc., in a manner that exceeds what is required for ordinary locomotion.
Maintain his/her balance when walking, standing, or crouching on narrow, slippery, or erratically moving surfaces; balance exceeds that needed for ordinary locomotion.
Bend legs and spine downward and forward to crouch or squat, and bend legs at the knee to come to rest on a surface with one or both knees, including crawling on hands and knees or hands and feet.
Push objects forward, downward, or outward with sustained force using the upper extremities to press with steady force, and drag, draw, haul, or tug objects with sustained motion using the upper extremities to exert force.
Sitting for long periods of time while using office equipment such as computers, phones and etc.
Standing, walking for long period of time, accessing hard to reach areas requiring use of ladders to access heights, or bending/crawling to access low areas (under shelving, floors, etc)
Standing, walking for long periods of time, accessing hard to reach areas requiring use of ladders to access heights, or bending/crawling to access low areas (under shelving, floors, etc)
Fingering and Repetitive motions; such as movement of wrists, hands and fingers while picking, pinching and typing during your normal working environment.
Express or exchange ideas with others through the use of spoken word, quickly, accurately, and at an easily audible volume, and receive detailed information through oral communication at usual speaking levels without correction, and/or make fine discriminations in the nature of sounds in the environment.
Incumbent is required to have:
Close visual acuity to perform detail-oriented activities at distances close to the eyes, as well as visual acuity to perform activities at or within arm’s reach with skill, control, and accuracy, such as preparing and analyzing data, viewing computer screen and expansive reading.
Must possess a valid driver's license from state of residence
Incumbent will be subject to:
Inside working conditions: The change of building environment such as with or without air conditioning and heating.
Travel requirements:
Travel, within the US, 50-75% the time or workweek hours.
THIS POSTING IS FOR A CURRENT VACANCY AND THE EMPLOYER INTENDS TO FILL THIS POSITION NO SOONER THAN (October 31, 2026).
While starting pay falls within the given range, it can vary based on factors like geographic location, skills, education, and experience. Total earnings may also be affected by overtime, incentives, commissions, performance, and route assignment (where applicable).
Why Choose Us?
A career with the Rentokil family of companies can be a professional trajectory filled with opportunity. We pride ourselves on being a world-class team that rewards high performance, and we love to promote from within. We offer competitive pay and many of our roles offer performance incentives.
Below you'll find information about some of what we have to offer. All Full-Time Colleagues qualify for the following and Part-Time Colleagues qualify for most benefits after they meet certain criteria.
Click here to read more about our Total Rewards Program which includes:
Professional and Personal Growth
Multiple avenues to grow your career
Training and development programs available
Tuition Reimbursement benefits (for FT Colleagues)
Health and Wellness
Full-time colleagues are eligible to begin enrollment immediately upon hire with benefits starting on day 1
Health benefits including Medical, Dental, Vision, Disability, and Life Insurance plus much more
Savings and Retirement
401(k) retirement plan with company-matching contributions
Vacation days & sick days
Company-paid holidays & floating holidays
A company mindset that prioritizes health, safety, and flexibility
We are looking for individuals who want to make a difference where our customers live and work. Is that you?
This company is a Drug Free workplace.
Rentokil is committed to complying with all Federal, State, and local laws related to the employment of qualified individuals with disabilities.
California residents click here to review your privacy rights.
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
By applying to this job, you agree to receive initial texts from systems used on behalf of Rentokil North America, Inc., possibly including Workday, Loop, and HireVue. These systems utilize text messages to communicate with you throughout the application, interview, and pre-hire processes. You can set your communication preferences or opt out of text messages from each system at any time following the initial message. Message and data rates may apply.
The Rentokil and Terminix family of brands have come together to form the world’s leading pest control company. With our shared vision, we’ll be expanding our products, services, and technology. And with our combined resources, we’ll do more to power innovation and develop sustainable solutions for our planet. It’s all part of our commitment to putting you first and delivering the highest level of comfort and peace of mind to families, businesses and local communities around the corner and around the globe. This page is intended for corporate updates. To see brand specific content, visit our affiliated pages.
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