The primary purpose of this role is to oversee technician recruiting, hiring, ongoing training, coaching, development, and regular cadence of accountability, in order to maximize technician success and retention, as well as to ensure overall service quality to maximize customer retention.

Key Performance Indicators

• Customer Satisfaction & Retention

• Technician Retention

• Technician Percentage of Staffing Budget (including productivity, timekeeping, and licensing)

• Team Safety Performance

• Route Completion

• Branch Schedule Efficiency

• Sales Growth

• Service Cost Control (fleet maintenance, materials & supplies, hourly time management)

Principal Duties and Responsibilities

• Oversee ongoing technician training, coaching, development, and regular cadence of accountability, in order to maximize technician success and retention

• Recruit / hire residential and/or commercial pest, termite, specialty, and lawn technicians to maintain appropriate staffing levels

• Review and evaluate ongoing technician performance (via ride-a-longs and audits)

• Respond diligently and compassionately to customer concerns

• Ensure overall service quality to maximize customer retention

• Fill in periodically on customer appointments to help close any temporary staffing gaps

• Monitor branch scheduling and ensure customer appointments are completed efficiently and effectively

• Ensure safety standards are met or exceeded and that all operations are in regulatory compliance

• Monitor and maintain inventory levels of pest / termite control and home services products

Required Qualifications

Knowledge, Skills & Abilities

• Adept at problem solving and identifying practical solutions

• Ability to effectively lead and motivate others

• Good aptitude for basic/intermediate math, for calculations related to sales/service

• Strong communication skills (verbal, written, presenting)

• Ability to build rapport easily and establish trust with customers and employees

Minimum Education Level/Certifications

• High school diploma (or GED)

• Maintain licenses/certificates as required by federal, state, and/or local regulations

• Maintain valid drivers license

Physical Demands/Environmental Conditions

• Moving up to 20 lbs by lifting, carrying, pushing, pulling, or repositioning objects

• Sitting, climbing, balancing, stooping, kneeling, crouching, and crawling

• Working in damp and/or dusty locations, confined spaces, narrow aisles, or passageways

• Going up and down stairs, ladders, scaffolding, ramps, and poles

• Operating a motor vehicle safely

• Ensuring vehicle and other equipment is maintained and kept clean

• Wearing personal protective equipment, including OSHA-compliant respirators

• Having healthy vision to perform detail-oriented activities at distances close to the eyes or within arms reach

• Ability to tolerate a variety of environmental conditions, including seasonal weather (extreme heat/cold)

• Flexibility with working hours, including some evening and weekend work, a rotating on-call schedule, and extended (50-60 hours/wk) schedule during peak season

Travel Requirement

Travel up to 100% of time within assigned territory(s)