Field Lead

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Field Lead

2 days ago Requisition ID: 1015

Field Lead

Department: Operations

Reports To: Branch Manager

Proposed Salary: $25 - $28 per hour + KPI’s

Primary Purpose: The Field Lead is a senior field-based leadership role responsible for maintaining service quality, customer satisfaction, and operational consistency across the branch. This position serves as the primary support to the Branch Manager for all field-related functions, acting as a coach, quality control leader, and escalation point for service pros.

The Field Lead is expected to lead by example in the field, proactively address issues before they escape, and ensure the branch delivers consistent, high-quality service.

Licensing Requirements

• Required: Branch 2 License (Structural)
• Preferred: Branch 2 & 3 License (WDO)

Pay Structure

Base Pay – Branch 2 Licensed Field Lead

Hourly: $25.00 – $27.00 per hour

(Placement within range based on experience, performance history, and branch size.)

Branch 3 License Incentive

Pay Increase: +$1.00–$2.00 per hour

This increase reflects expanded technical expertise, increased liability, and the ability to support termite-related field operations and escalations.

Monthly KPI’s

• QA’s - 10
• Completion of ride-along requirements - 7

Core Responsibilities

Field Operations & Quality Control

• Conduct a minimum of 7 service pro ride-alongs per month
• Provide coaching, feedback, and documented follow-up
• Reinforce service standards, safety, and customer communication
• Perform routine 10 Quality Assurance (QA) inspections
• Identify trends and corrective actions
• Partner with service pros to improve performance
• Ensure proper service execution, labeling, documentation, and compliance

Customer Satisfaction & Reputation Management

• Serve as escalation point for customer complaints and service issues
• Actively work to flip bad reviews through follow-up visits, corrective service, and customer communication
• Proactively identify at-risk accounts and intervene before cancellation or negative feedback
• Support retention efforts through service recovery and education

Route Coverage & Field Support / Assist with route coverage during:

• Absences
• Help rebalance routes when needed to maintain service quality
• Step into the field as required to ensure commitments are met

Leadership & Coaching

• Mentor service pros and reinforce company expectations
• Support onboarding and ongoing development of field staff
• Serve as a role model for professionalism, efficiency, and customer care
• Work with HSET team members to develop service pros and quality

Assist the Branch Manager with larger field-related initiatives, including:

• Operational projects
• Field process improvements
• Training initiatives
• Special customer situations

Provide feedback from the field to help improve systems, scheduling, and communication

Key Performance Expectations

• Consistent completion of ride-alongs and QA’s
• Measurable improvement in service quality and customer satisfaction
• Reduction in repeat complaints and negative reviews
• Strong partnership with Branch Manager, HSET and Sales leadership
• High credibility and respect among service pros

Field Lead is a leadership development role and a natural stepping stone toward: