- Location
- San Marcos CA, United States of America
- Workplace
- Onsite
- Type
- Full-time
- Seniority
- Manager
- Education
- High School
- Source
- Workday
Description
Job Description:
The SMART Program Lead is responsible for developing, supporting, and sustaining a scalable SMART operating model across the platform. This role serves as the primary local subject matter expert for SMART operations, helping branches successfully deploy, maintain, troubleshoot, and manage SMART solutions while ensuring consistent alignment between branch operations, field service, back office, sales, customer experience, and platform leadership. The ideal candidate combines technical pest control and SMART expertise, process discipline, branch-level coaching, data-driven decision-making, and strong cross-functional influence.
1. Branch Development — Training, Troubleshooting, and Deployment Principles
The SMART Program Lead develops branch capability by delivering training, supporting troubleshooting, reinforcing deployment standards, and helping local teams consistently execute SMART principles in the field.
2. Inventory Administration
The SMART Program Lead strengthens inventory control and account oversight by ensuring devices are properly ordered, tracked, reconciled, redeployed, and aligned with customer and branch needs.
3. Alarm Handling, Back Office Processes, and Quality Assurance
The SMART Program Lead supports effective alarm handling, back-office workflows, and quality assurance by converting SMART activity into timely action, escalation visibility, and consistent process execution.
Qualifications and Education Requirements
High School diploma or GED required; additional technical, operational, business, or pest management education preferred.
Strong understanding of SMART operations, pest control field service, branch operations, customer communication, and the SMART customer value journey.
Experience with SMART tools and reporting platforms such as Panorama, SMART Device Tool, Power BI, WisePlan, SMART reporting, and related operating systems preferred.
Demonstrated ability to train, coach, influence, and support branch teams without direct authority.
Ability to travel to branches or platform locations as needed to provide training, field support, onsite assessment, and implementation support.
Required Skills
Excellent verbal and written communication skills, including the ability to communicate effectively with internal and external customers.
Ability to perform essential job functions safely and successfully while meeting qualitative and quantitative productivity standards.
Solid technical troubleshooting, root-cause problem solving, organization, data analysis, follow-up, and process improvement skills.
Ability to interpret data to identify biological or technical trends, support alarm handling, and convert data into branch-level action.
Must be able to talk, listen, and speak clearly by telephone, video meeting, and in person.
Valid Driver’s License with acceptable driving record.
Preferred Skills
Pest Control license required where applicable by state.
Prior experience supporting SMART installations, device maintenance, repairs, alarm handling, reporting, and branch training.
Experience building or improving processes related to work order management, escalations, inventory control, reverse logistics, quality assurance, and customer reporting.
Experience working cross-functionally with operations, sales, customer service, retention, finance, supply chain, and leadership teams.
Physical Requirements
Requires prolonged sitting, some bending, stooping, and stretching.
Requires eye-hand coordination and ability to operate a keyboard, photocopier, telephone, calculator, and other office equipment.
Requires ability to hear and see to record, prepare, and communicate appropriate reports.
Requires ability to operate and deploy SMART equipment as well as assist with mechanical repairs in the field.
Ability to perform the work, including bending, lifting, carrying up to 50 lbs. of equipment, kneeling, crawling, entering confined spaces, and climbing ladders or scaffolds as needed for field support.
Requires working under stressful conditions or working irregular hours when business needs require.
Supervisory Responsibilities
N/A. This role does not directly supervise employees but is expected to provide training, coaching, guidance, and accountability support to branch and platform teams.
Additional Notes
This position is integral to the organization’s vision of being a global leader in preventive pest control by supporting SMART adoption, branch capability, customer value, operating discipline, and consistent execution. The SMART Program Lead should maintain a close line of communication with SMART Inc., AXNA SMART Operations, Anticimex Innovation Center, Group SMART Support, and platform leadership to support updates, platform-level projects, product improvements, training needs, and escalation resolution.
