Position OverviewProvide a leadership role while working with region, branch and service management to provide the highest quality service to every customer while operating with the service standards establish by the company. Provide, monitor, assist and ensure technical training of all branch/region associates. Ensure and monitor compliance with all federal, state and local regulations as well as Terminix quality standards. Provide assistance and advice in sales, service and customer relations. Communicate the vision of Service and Quality measurements to all associates. Take a proactive, strategic approach to all issues driving service excellence and quality in the company. ServiceMaster is committed to Diversity and Inclusion. We encourage diverse candidates to apply to this position. An Equal Opportunity/Affirmative Action Employer – of Minorities/Females/Vets/Disability Responsibilities1. Monitors and assists region and branch personnel with technical specialist support in the investigation and resolution of customer complaints, damage claims and assist in the mediation of regulatory and customer complaints to claims utilizing the “Solve It” program.2. Contributes to the positive work climate in the area of responsibility and to the overall team effort of the company.3. Works with the Division Vice President, Regional Manager, Technical Specialist, Quality Assurance Specialist and Branch Managers to ensure that compliance is met at all times.4. Motivates, directs and monitors each service center to achieve company goals in pest control and termite control customer retention utilizing the Service and Satisfaction formula models.5. Monitors on-time pest control and termite service delivery to achieve or exceed company standards.6. Provides continuing education with regard to changes in regulations, standards, service, techniques and equipment, company policy and procedures as well as license maintenance requirements via continuing education.7. Teaches, trains, and directs the proper use of the relevant programs to monitor and ensure maintenance of required training, certification and licensing records.8. Ensures compliance with regulatory and safety standards by maintaining standards through inspection of branches and vehicles.9. Instructs field service management on the use of the Mission computer system to create and generate reports.10. Participates in applicable federal, state and local industry-related meetings and disseminates the information to division, regional and branch associates.11. Monitors and assists the Division Vice President with the required service-staffing levels for the region on a branch-by-branch basis.12. Assists the Division Vice President with the monitoring and maintaining of vehicles at their budgeted levels including ordering and turn-ins.13. Monitors and supports the technical specialist, region, and branch and service managers on servicing special accounts.14. Reviews and monitors quality assurance audit scores and establishes accountability system that ensures compliance with the program within the division. Education and Experience Requirements• High School Diploma or General Education Degree (GED) required • Associate’s degree or one to two years related experience with successful background in service management preferred Knowledge, Skills, and Abilities• Business acumen • Skill in managing and leading assigned projects • Skill in organization and time management • Skill in written and verbal communications, including public speaking • Skill in group presentations and meeting management • Skill in providing clear and concise feedback • Attention to detail and analytical skills • Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals • Skill with Microsoft Office applications (Word, Excel, Outlook, PowerPoint) • Knowledge of laws, regulations, methods, and techniques in area of specialty. • Ability to obtain and maintain pest management certifications as needed • Certifications and licenses may be required in some areas by federal and state law • Position may require frequent overnight travel • Ability to relocate as needed DisclaimerThe above statements are intended to describe the general nature and level of work being performed by associates assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.
ServiceMaster Global Holdings, Inc. (NYSE: SERV) is a leading provider of essential residential and commercial services, operating through an extensive service network of more than 8,000 company-owned, franchised and licensed locations. The company’s portfolio of well-recognized brands includes American Home Shield (home warranties), AmeriSpec (home inspections), Furniture Medic (furniture repair), Merry Maids (residential cleaning), ServiceMaster Clean (janitorial), ServiceMaster Restore (disaster restoration) and Terminix (termite and pest control).
We serve residential and commercial customers through an employee base of approximately 13,000 company associates and a franchise network that independently employs an estimated 33,000 additional people. The company is headquartered in Memphis, Tenn. Go to www.servicemaster.com for more information about ServiceMaster or follow the company at twitter.com/ServiceMaster or facebook.com/ServiceMaster.