Technical Services Manager

Technical Services Manager - Region 19

Services Centers:
Territory ranging from S. Mississippi to St. Louis, MO

Application Deadline:
Monday, February 13, 2012Position Summary
As part of the Technical Department this person will be responsible for developing technical expertise and service quality within their assigned Service Centers. This person will report to the Regional Technical Manager but will work closely with the Regional Manager, Corporate Quality Assurance Manager, and Service Center Managers. They will also interact closely with Technicians to ensure quality standards are met and that technical knowledge remains current. In addition this person will be primarily responsible for assessing service quality through quality assurance audits. They will also conduct periodic district audits of Service Centers. In addition, they will be responsible for ensuring technical meetings, technician training, and technician coaching are completed properly within Service Centers. They will be responsible for assisting on challenging pest concerns or with clients that require technical expertise. In some situations this person may be asked to provide technical assistance during the sales process and may be required to assist with complex set ups for new service. Finally, this person will also be expected to participate in state and/or national industry meetings as well as present at these meetings as an industry expert when the opportunity presents itself.

Personal Performance Requirements Deliver Results-Implement a comprehensive program of training and development of technical expertise within your assigned Service Centers that ensures we will continue to lead in this area within the pest control industry. Continue to focus on and resolve issues that affect service quality and ensure that we maintain the best relationships possible with our customers. Act Commercially-Have the ability to gather and make sense of large amounts of information and apply it to make business and customer focused decisions. Analyze problems thoroughly and make good and timely decisions. Manage Yourself-Manage emotions to remain calm, focused and optimistic while dealing with a constant stream of demands. When required be able to make tough decisions. Coach and Develop--Work with managers and technicians to implement technician training programs developed by NAPC. Provide guidance along with fair and consistent feedback to technicians that have been coached in the field. Develop and improve the training, performance assessment, and technician development skills of Service Center Managers. Work with Others-Build relationships with the Corporate Quality Assurance Manager, your Regional Manager(s), other Technical Services Managers, and Sales Managers in order to achieve our mission. Clearly establish priorities with respect to technical and training development within your Service Centers and keep managers regularly informed of progress and developments that impact them.Display Leadership-Be respected as an NAPC leader when working in your assigned Service Centers. Conduct yourself with a high degree of integrity and recognize that the other colleagues in our organization will take their lead from your actions. Hold yourself and our colleagues to the highest standards.

Key Responsibilities
-Identify insects submitted from service centers as well as provide information regarding biology & appropriate mitigation advice.
-Verify coaching is being conducted and is of good quality through auditing of coaching paperwork and by field assessment of technicians within Service Centers.
-Validate quality of technician service quality and customer service skills through field assessments and regular review of training progress of newly hired technicians.
-Verify quality of services being provided by technicians by reviewing Service Center Manager QA's and conducting independent QA work in assigned offices.
-Ensure consistency of Quality Assurance reporting between managers by conducting co-inspections with Service Center, Regional, and/or Corporate Quality Assurance Manager.
-Be the technical expert in challenging pest situations and help to develop action plans to provide solutions to control.
-Provide assistance to ensure Service Centers implement and conduct effective training programs for newly hired technicians.
-Monitor monthly technical meetings and provide guidance to ensure meetings are conducted professionally and are well run with good technician input. Work to develop the presentation skills of those managers who may benefit from this assistance.-Maintain relationships with state regulatory agencies to ensure we remain in compliance with respect to pesticide law within the states where you operate. Validate compliance within your Service Centers.
-Serve as the regional technical expert for NAPC when working with customers or prospective customers; may include giving seminars to customers & prospective customers.
-Prepare regular progress reports of the Service Centers within your assigned region(s).
-Introduce and implement into practice new technology within Service Centers.Requirements
-A college degree in a biological science, such as Entomology, Mammology, or similar fields, is required. MS or PhD preferred; BS with significant (at least 5 yrs) related experience will be considered.
-Travel 75% of the time within your assigned Service Centers.
-Maintain active membership in at least one state pest control association.
-Be or become an Associate (ACE) or Board Certified Entomologist (BCE), or Registered Sanitarian within a year of being selected for the position.-Be familiar with local, state, & federal laws regarding pesticides as well as general familiarity with OSHA, FDA, EPA, USDA, and third party auditing agencies of the states where you work.
-Established proficiency in PowerPoint, Word, Excel, Outlook and other standard computer programs required.
-Good public speaking skills required.
-Bilingual (English/Spanish) preferred but not required.
-Be, or become, proficient in fumigation, termite control, weed control, and other applicable lines of business.