Regional Process Manager - RPM

Job Summary

The Regional Process Manager (RPM) reports to an Executive Account Manager (EAM) and provides dedicated day-to-day support on service coordination — vendor dispatching, tracking service calls, and maintaining accurate records — for an assigned region or set of accounts. The RPM serves as the primary operational connection between customers, contractors, technicians, and the Executive Account Manager. Success in this role requires urgency, strong phone communication, attention to detail, and the ability to manage multiple priorities in a fast-paced environment.

 What You'll Do

Service Coordination & Dispatch

•       Dispatch service requests to vendors on behalf of your EAM, ensuring timely response and completion.

•       Spend the majority of each day on the phone — calling and taking calls from contractors and customers to coordinate service, confirm scope, and resolve issues in real time.

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

•       Monitor open service calls and follow up to keep work on schedule, flagging delays or risks to your EAM.

Vendor Relationships

•       Build and maintain working relationships with vendors across trades (HVAC, plumbing, electrical, handyman) for your assigned accounts.

•       Identify vendor coverage gaps and assist with locating and onboarding new service providers.

•       Note and escalate vendor performance concerns to help ensure quality and service standards are met.

Track & Document

•       Maintain accurate, up-to-date records of service requests, quotes, and invoices.

•       Keep documentation organized and support your EAM in audit-readiness.

•       Identify and surface delays, communication gaps, or pricing concerns proactively.

Support Client Satisfaction

•       Help ensure consistent, reliable service execution that supports overall client satisfaction.

•       Partner closely with your EAM on client-facing communication, building account management skills over time.

What We're Looking For

•       Experience building strong customer relationships (customer service, coordination, or similar) — no facility maintenance experience needed.

•       A genuine willingness to learn and take ownership of the solution driven mindset.

•       Strong organizational skills and attention to detail.

•       Strong verbal communication skills and comfort spending the majority of the day on the phone — this role involves frequent, ongoing calls with contractors and customers.

•       Clear, professional written communication.

•       A proactive, reliable, team-oriented mindset.

•       Comfortable managing multiple priorities in a fast-paced environment.

Proficiency with basic office/computer tools (Excel, email, etc.

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.