Technical Manager- Technical & QA - Bangalore

About Rentokil PCI

Rentokil PCI is India's leading pest control service provider and a Rentokil Initial brand. Formed in 2017 through a joint venture between Pest Control India and Rentokil, it operates across 300 locations, aiming to set new standards in customer service. The company focuses on industry-leading operations through best practices, innovation, and digital technologies. In 2024, Rentokil PCI strengthened its market leadership by acquiring HiCare, expanding its services and footprint further.

For more details: https://www.rentokil-pestcontrolindia.com

Requirements

About the Role:

This position is responsible for enhancing service quality, audit readiness of Third Party audited sites in the assigned region, and Technical excellence through leadership, customer focus, and continuous service quality improvement initiatives across assigned regions.

The incumbent will report to the Regional Technical Manager/General Manager. The incumbent will have to work as part of a multi-functional team, and this involves working with the possible stakeholders across India.

Job Responsibilities:

Improve service quality to enhance customer retention as per AoP target in assigned region

Ensure compliance with all PMI SOS requirements in the assigned region, completing them according to iCABs standards and achieving the PMI SOS targets set in the AoP.

Support branches in resolving complaints as per iCAB CO tickets as per request from BM/DM after understanding the previous actions taken by BM/DM. Thoroughly investigate the issues, resolve and submit CAPA.

Provide support to branches and customers to ensure successful qualification of third-party audits and FSSAI inspections, based on the updated lists in iCABs.

Monitor and report deviations in RPCI service SOPs at branches and PMI-audited sites

Assist branches with the standardization of site documentation for third-party audits, PMI audit report improvement, and site-specific SOPs. Ensure all are aligned with the contract agreement, SoW, and RPCI Service SOPs.

Oversee complaint handling and CVC performance. Provide support to branches in managing escalated complaints, driving corrective actions, and ensuring the timely submission of RCA and CAPA reports in line with established procedures.

Conduct Skill assessment for technicians handling Global, NK & Branch-HD & LA assigned

Conduct surprise visits at NKA & HD accounts as and when required.

Ensure newly inducted FBs and OEs are trained and skilled for PMI audits

Deliver agreed SHE Plan targets (LTAR, WDLR); complete scheduled SHE audits

Assist branches in managing risks in line with Pink Notes

Promote reduction in toxic pesticide use by offering sustainable solutions

Track and report stock level deviations against RPCI SOPs and APL

Conduct PMI audits, PAP, PRA and generate Pest Service Leads through regular site visits

Monitor and track the closure of Non-conformances identified during PMI audits, ensuring completion within the agreed-upon timeline and alignment with the AOP targets

Conduct and complete new product and service trials as assigned, and drive service innovation as per approved plans

Support revenue growth through Pest Awareness Programs, PMI audits, additional service and product recommendation by enhancing overall customer experience

Key Result Areas:

Service Quality & Customer Retention

Complaint resolution and CAPA

PMI SOS, Audit Compliance and 3rd party success

SHE & Sustainability initiatives

SOP implementation and standardization of audited site SOPs and documentation

100% Route ride with assigned branch operations team handling HD accounts (Branch & NK accounts)

CRR of assigned accounts as per AoP targets

Material consumption improvements as per Branch AoP targets of assigned branches

Revenue Growth Support- PAP, Additional business by PMI audit recommendations, SL, Pest

identification, innovative solutions.

Competencies (Skills essential to the role):

Customer Orientation & Mobility

Leadership & Team Management

Communication & Presentation

Skills in various PMS, sound knowledge of pest & pest management options (ERDM principle)

Food safety standards & regulations, pest audit skill & report writing skills

Good team player with the ability to collaborate with cross-functions

Possess strong communication, analytical, keen observation, report preparation & presentation skills

Positive Attitude and take pride in their work

Ability to work Independently

Negotiation skills for getting work done, persuasive

Problem-Solving

Educational Qualification / Other Requirement:

Minimum Bachelor's or Master's Degree in Agriculture / Botany / Zoology / Biology / Microbiology / Chemistry / Biochemistry / Entomology / Agro-chemicals & Pest Management, BTech- Food Technology

Minimum 7+ years of experience in RPCI with minimum four years of experience in 'Handling HD Accounts'

Excellent computer skills and proficiency in Excel/spreadsheets, word docs, PowerPoint presentation / G slides / GSuite

Excellent communication skills in English both verbal and written.

Presentation and video editing skills

Certification from recognised institutes like CFTRI, NPPTI, or IGMRI (preferred))

Role Type / Key working relationships:

People Manager

Internal team

External stakeholders

Benefits

What can you expect from RPCI?

Our values lie at the core of our mission and vision. We believe that it's our people who

make our company what it is. We believe in:

Service

Relationships

Teamwork

Responsibility

DEI statement: At RPCI, we believe in commitment to build an inclusive, varied workplace

welcoming to people of all backgrounds.