Hero Facility Services

Job Summary

The Regional Process Manager (RPM) is responsible for overseeing day-to-day service operations within an assigned region; including vendor coordination, service call dispatching and maintaining up to date vendor records. The RPM ensures that service calls meet client expectation. The ideal candidate is highly organized, proactive, and skilled at balancing multiple priorities while maintaining strong communication with vendors and maintain excellent internal communication while driving service quality and efficiency.

Key Responsibilities

Service Coordination & Dispatch

• Manage and dispatch service requests to vendors, ensuring timely response and completion.

• Communicate scope of work and client expectations clearly to vendors.

• Monitor service progress and follow up to ensure work is completed efficiently and on schedule.

• Build and maintain strong relationships with service vendors across multiple trades.

• Assign work based on vendor capabilities, availability, and service needs.

• Address performance concerns and ensure vendors meet quality and service expectations.

• Track service requests, quotes, and invoices to ensure timely processing and resolution.

• Ensure all documentation is complete, organized, and up to date.

• Address delays, communication gaps, or pricing concerns proactively.

• Support overall client satisfaction by ensuring consistent and reliable service execution.

Vendor Development

• Partner with vendors to improve service delivery and performance over time.

• Identify opportunities to strengthen the vendor network and enhance service capabilities.

Compliance & Standards

• Ensure vendors adhere to company standards, contractual requirements, and documentation guidelines.

• Maintain consistency in service execution and pricing expectations.

Performance Expectations

• Ensure service requests are addressed promptly and efficiently.

• Obtain vendor quotes in a timely manner and follow up as needed.

• Maintain accurate documentation for all service-related activities.

• Support high levels of client satisfaction through reliable service delivery.

• Foster strong, dependable vendor relationships.

Qualifications & Skills

• Strong organizational and time management skills.

• Excellent communication and relationship-building abilities.

• Ability to manage multiple priorities in a fast-paced environment.

Hero Facility Services is a national facility management company committed to supplying companies with top-tier service providers and contractors. We service our clients with integrity and transparency leading us to sustain strong relationships with our clients. We are 100% committed to providing our clients with professional and highly competent contractors to maintain facilities across America. Some of the benefits Hero offers to its employees are: Medical, Dental and Vision benefits, paying 50% of the employee costs, including spouse and family; after 12 months of employment, Hero has a 401K plan, with a current company match of 6%, that is available for employees to participate; paid sick days and holidays and accrued personal time off.