Technical Manager

Job Description:

Overview

Technical Operations Manager at American Pest oversees all manner of pest control training for the company across all involved departments. This includes new hires, training for certifications, and general pest control trainings for other departments such as customer service, sales, and marketing. The Technical Operations Manager stays up to date with products, materials, and new training methods. They also ensure the team stays vigilant with obtaining and maintaining certifications for field technicians.

Essential Functions & Responsibilities

• Oversee training specialists daily duties and responsibilities
• Assist and oversee training specialists on:
  • New hire training
  • Quarterly technician and manager training
  • All State certification training and upkeep (including ACE)
  • Cross-departmental training – SAS, Customer Service, Sales, Marketing, etc.
• Collaborating with Field Operations manager on technical training
• Compile weekly, monthly, quarterly, and annual reports for Director of Operations
• Update and advise Director of Operations on best products and materials for use within the company according to legislation and cost efficiency
• Oversee technician certifications – both initial and ongoing recertification through Certemy
• Develop new ideas and collaborate with Director of Operations and other team members on pest control training methods
• Other duties as assigned

Qualifications

• A 4-year life sciences or entomology degree required (Graduate or Doctorate degree preferred)
• ACE or BCE preferred
• Minimum of 3 years in the pest control industry required
• Current State Certifications (Maryland, Virginia, and/or Washington D.C.)
• Exceptional attention to detail
• Exemplary oral and written communication skills
• Technical proficiency with computers, smart phones, etc.
• Advanced proficiency with the Microsoft Office Suite
• Experience with LMS 365 and Certemy preferred
• Experience speaking to and teaching small to large groups
• Previous management experience preferred
• Ability to safely move about customer locations, ascend/descend stairs and ladders to service out of the way areas, and position self to conduct service under/around furniture, equipment, and tight spaces
• Ability to safely move items and equipment weighing up to 50 pounds
• Ability to work outdoors in all regular seasonal weather conditions
• Availability to work a flexible schedule (typical hours range between 6:00 a.m. and 6:00 p.m. with occasional exceptions)
• A valid driver’s license with an acceptable driving record
• The ability to read, write, speak, and comprehend English
• Legal eligibility to work in the U.S.

Job Competencies

• 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.
• Communication & Teamwork – Be responsive – not just to your direct team but to others within the organization. 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. Ask questions for clarification to insure accuracy. Be willing to help wherever help is needed. 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.
• Detail & Organization – Artfully organize and track details across several weeks or months. Guarantee accuracy of all work and reports with an eye for finding errors and areas of concern.
• 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. Be available to your team and partners within the company – if they are working, so are you. Engage others by considering individual strengths, weaknesses, and interests. Keep your team apprised of important changes and plans on the horizon, and encourage feedback regarding assignments, project agendas, and workplace policies.
• Dependability & Passion – Above all, do the right thing. Take responsibility and ownership of your job and responsibilities. Commit to doing your best every day. Company first – branch second. Consistently adhere to your work schedule and complete assignments keeping in mind both time and quality. Maintain a professional attitude and appearance. Seek out new responsibilities and tasks as well as ways to expand your skillset. Maintain a strong and steady performance in all circumstances, from start to finish, without being derailed by obstacles, pressures, or demands. Be punctual and reliable. Demonstrate the purpose, values, and vision of the company.
• Technologically Driven – Use American Pest’s 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.
• 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 taking action. Explore and suggest new approaches and methods and ways to improve efficiency without sacrificing quality.
• Inspiring Personality – Exhibit an approachable, social, nurturing, and empathetic demeanor. Aspire to always be better and lead others to a higher level of achievement. 
• 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.