Service Manager

Service Manager

The role of the Service Manager is to support the technicians in their pest management objectives in both commercial and residential accounts. This position is responsible for managing a reduced route and a group of 8-12 Service Technicians in the field, overseeing their day-to-day activities and professional development while ensuring the delivery of stellar customer service. Additionally, this role provides safe and effective pest management solutions to evaluate new customers' needs, maximizes required performance outcomes, keeps records of service activities, and submits reports to management as required.

Provide pest control services to clients by managing teams and individual pest control technicians.

Position Responsibilities

Problem Solving & Creativity

• Take initiative to research, identify, and resolve problems in a timely manner. Gather and analyze information skillfully to anticipate problems, think of creative solutions in advance, and to fully understand problems before acting. Explore and suggest innovative approaches and methods and ways to improve efficiency without sacrificing quality.

Critical Thinking & Judgement

• Recognize priorities and act on them in a timely manner considering critical factors. Demonstrate sound decision making, good judgment, and strong analysis with both fellow employees and customers alike. Look for creative solutions when needed, focus on relevant information, ask the right questions, and separate reliable facts from false assumptions – remain objective. Make decisions based on sound, fact-based judgements while adhering to professional ethics and best practices.

Customer Service Focus

• Skillfully manage difficult or emotional customer situations. Meet commitments and be true to your word. Respond promptly to customer needs/questions and solicit feedback to improve service.

Communication & Teamwork

• Convey information in a clear, accurate, and appropriate manner in a variety of situations both verbally and in writing. Accept and offer feedback constructively. Contribute to building a positive team environment with strong morale among team members in the field and at the office. Collaborate with fellow employees. Follow manager instructions, asking questions for clarification to ensure accuracy. Adapt to differences in personalities, work styles, and cultures within and outside the department, treating others with respect, dignity, and fostering the value of diversity and inclusion.

Leadership

• Effectively communicate by considering the "who, what and how" when crafting your message, making sure your message is understood, and both managing and preventing conflicts with consideration and purpose. Give specific and appropriate praise for individual and team efforts. Engage others by considering individual strengths, weaknesses, and interests. Keep your team apprised of significant changes and plans on the horizon, and encourage feedback regarding assignments, project agendas, and workplace policies.

Technologically Driven

• Use technological resources to develop new and innovative ways to enhance business practices and the customer experience overall. Cross-collaborate across departments, learn about other teams, and work with other people, processes, and technologies throughout the company.

Qualifications and Education Requirements

• Excellent verbal and written communication skills, including ability to effectively communicate with internal and external customers
• High School diploma or GED required
• Minimum of 21 years old for vehicle insurance purposes
• Valid driver's license and acceptable motor vehicle record
• Minimum 2 years' experience in a pest control service technician role
• Currently holds state issued Certified Operator license.
• Ability to work outdoors in all regular seasonal weather conditions.
• Technical proficiency with computers, smart phones, PestPac, etc.
• Good oral and written communication skills
• Solid attention to detail

Preferred Skills

• Prior customer service experience
• Prior pest control experience
• Prior management experience

Physical Requirements

• Physical ability to perform the work including bending, lifting, carrying 50 lbs of equipment, kneeling, crawling, entering confined spaces, and climbing ladders or scaffolds.
• Requires normal range of hearing and vision to record, prepare and communicate appropriate reports.
• Requires dexterity and data entry skills.

Supervisory Responsibilities

• Technicians