Technical Services Manager

Are you passionate about technical knowledge and problem-solving? Looking to build your career in an exciting industry and growing world-class organisation? See why so many of our team members recommend us to their friends.

**Who are we?**

Rentokil North America and its family of companies pride themselves on being a trusted partner to many of the world's leading brands across industries as diverse as manufacturing, distribution, retail, food service, and hospitality. We are extremely proud of our legacy of excellence and constantly work to enhance the value and impact of our services.

**Responsibilities**:
**What does a Technical Services Manager do?**

The Technical Service Manager (TSM) is responsible for providing technical knowledge and expertise, problem-solving, and coaching and development skills in support of Rentokil Operations. The Technical Service Manager works closely with Regional Operations Directors and provides District offices with remote and on-site support at customer locations performing site assessments, risk analysis, and supporting Operations through coaching and solution development. Utilising service data and customer feedback, the Technical Service Manager identifies improvement opportunities and works collaboratively with Operations management at the District and Regional levels to develop and deliver training and Operational improvements to meet Rentokil Quality standards, increase customer retention, and further develop Rentokil associate’s expertise.

The Technical Service Manager supports Rentokil's Sales and Marketing teams with technical information, customer issue response and support and provides presentations, articles and interviews to support Rentokil's business activities. The Technical Service Manager supports Operations with knowledge of provincial rules and regulations, certification and licensing requirements, and assistance in achieving associates certifications.

The Technical Service Manager advances the Rentokil safety culture through training support, field interaction with associates, and conducting facility audits and assessments. The Technical Service Manager works to identify the products, processes, and associate development opportunities to deliver Rentokil best-in-class programs and services and supports Rentokil’s Research and Development initiatives in conducting field trials and product evaluations.

The Technical Service Manager stays current on urban pest trends, pest management innovations, and integrated pest management solutions to ensure Rentokil provides best-in-class customer service with the best trained and most competent Pest Specialists in the industry.
- Effectively utilise analytical tools to monitor the success of pest programs, identify areas of opportunity or need for improvement, and develop action plans in collaboration with Operations to address. Track improvement progress and adjust.
- Support Operations in issue resolution through risk assessments, root cause analysis, and development of action plans to resolve pest issues at customer sites. Utilise remote data analysis, communication and coaching with Specialists and Operations Managers, and on-site support.
- Contribute to the development and implementation of best-in-class pest control programs that effectively and efficiently resolve customer pest issues through innovation, process and protocol development, and in-field execution.
- Support program implementation: Conduct protocol training, and ensure product usage and equipment operating protocols are executed and program goals are achieved.
- Develop Rentokil Pest Specialists to be the most competent pest control specialists in the industry through in-field coaching and utilising current Rentokil programs, including A) Rentokil Career Advancement, B) Certified Field Training Program, C) Customer Service Quality Program, D) Command Center data analytics.
- Work collaboratively with Regional Directors and District Managers to advance associates through training and career advancement programs as scheduled.
- Ensure action plans are developed and executed to meet the goal of full training compliance.
- Utilise Rentokil’s Digital Pest App to identify challenging accounts by Market segments and develop programs to enhance district team competency to meet/exceed customer expectations.
- Identify pests submitted from service centres/regional customers and provide information regarding biology & appropriate mitigation advice.
- Assist Field Customer Service teams in meeting/exceeding customer service quality standards by supporting customer quality service programs and initiatives, identifying deficiencies and developing action plans to improve.
- Assist Sales/Marketing department in supporting local/regional and national initiatives. Provide technical expertise, content, articles, and interviews for industry events and public outreach. Develop customer-facing presentations to support Sales.
- Maintain relationships wit