Technical Services Manager

Applicants must be currently authorized to work in Canada. Please note that Rentokil Terminix does not provide Labour Market Impact Assessment (LMIA) sponsorship, work permit support, permanent residency support, or assistance with work permit renewals.

This role provides District offices with remote and on-site support performing site assessments, risk analysis, and supporting Operations through coaching and solution development.  The TSM identifies improvement opportunities and works with Operations at the District & Regional level to develop & deliver training and improvements to meet Quality standards, increase customer retention, and further develop Rentokil associate’s expertise.

The TSM supports the Sales and Marketing teams with technical information, customer issue response and support, and providing presentations, articles, and interviews in support of business activities. The TSM supports Operations with knowledge of provincial/federal rules and regulations, certification and licensing requirements, and assistance in achieving associates’ certifications.

The TSM advances the safety culture through training support, field interaction with associates, and conducting facility audits and assessments. The TSM works to identify product, process, and associate development opportunities to deliver best-in-class programs and services and supports R&D initiatives in conducting field trials and product evaluations.

The TSM stays current on urban pest trends, pest management innovations, and IPM solutions to ensure Rentokil provides best-in class customer service with the best trained specialists in the industry.

Role and Responsibility:

• Effectively utilize analytical tools to monitor the success pest programs, identify areas of opportunity/need for improvement, and develop action plans. Track improvement progress and adjust.
• Support Operations in issue resolution through conduct of risk assessments, root cause analysis, and development of action plans to resolve pest issue at customer sites.  Utilize 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 resolves customer pest issue through innovation, process and protocol development, and in-field execution.
• Support program implementation: conduct protocol training, ensure product usage and equipment operating protocols are executed and program goals are achieved.
• Develop Rentokil Specialist to be the most competent pest control specialist in the industry through in-field coaching and by utilizing 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 the Regional Director and District Managers to advance associates through training and career advancement program as scheduled. Ensure action plans are developed and executed to meet goal of full training compliance.
• Utilize 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 centers/regional customers as well as provide information regarding biology & appropriate mitigation advice.
• Assist Field Customer Service team to meet/exceed customer service quality standard by supporting customer quality service programs and initiatives, identifying deficiencies, and developing action plans to improve. 
• Assist Sales/Marketing department to support local/regional/national initiative.  Provide technical expertise, content, articles, and interviews for industry events and public outreach.  Develop customer facing presentations to support Sales.
• Maintain relationships with provincial regulatory agencies to ensure we remain in compliance with respect to pesticide law within the provinces where you operate.

• Four-year college degree in a biological science. Entomology is preferred, but not required.
• Associate (ACE) or Board Certified Entomologist (BCE), or Registered Sanitarian (RS).
•  A minimum 5 yrs. of related urban pest management experience required.
• Travel up to 75% of the time within your assigned Region.
• Demonstrated proficiency in Google Sheets, PowerPoint, Word, Excel, Gmail and other standard computer programs required.
• Excellent public speaking, communication, and customer service skills required.
• Be, or become proficient in: fumigation, termite control, turf & ornament, vegetation management, wildlife management, and other applicable lines of business.
• Be, or become a provincially certified applicator in the province of residence.

• Be knowledgeable of local, provincial, federal laws regarding pesticides as well as general familiarity with Occupational Health and Safety Legislation, Ministry of Environment requirements, and third party auditing agencies of the provinces where you work.
• Excellent public speaking, communication, and customer service skills required.
• Four-year college degree in a biological science. Entomology is preferred, but not required.
• Associate (ACE) or Board-Certified Entomologist (BCE), or Registered Sanitarian (RS).