Regional Operations Coordinator

Job Title: Regional Process Manager">

Job Description:

The primary objective of the Regional Process Manager is to oversee the daily operational management of their designated region. This entails coordinating with vendors, dispatching service calls, and maintaining up-to-date records of vendor interactions.

The successful candidate will ensure that all service calls meet client expectations, while also guaranteeing that vendors adhere to the company's ROC³ values. Additionally, they will be responsible for ensuring the efficiency and compliance of operational processes within the assigned region.

The Regional Process Manager will serve as a subject matter expert for their region, focusing on maintaining exceptional vendor relationships and driving service quality and efficiency. Key performance indicators include the timely resolution of service calls, accurate record-keeping, and effective communication with clients and vendors.

Key Responsibilities:

1. Service Call Management

• Dispatch all received service calls, ensuring vendors are onsite within 48 hours or sooner for urgent requests.
• Communicate client needs clearly to vendors, ensuring understanding of expectations and scope of work.
• Follow up with vendors on service call progress, ensuring timely updates and resolution of any delays.

Vendor Coordination

• Build strong relationships with vendors, understanding their strengths, weaknesses, and trade specialties.
• Assign service calls to vendors in the order they are prioritized by the RVM and escalate to the RSM or RVM if no vendor can fulfill a request.
• Hold vendors accountable for service quality, escalating concerns about underperformance or non-compliance to the RVM.

Documentation & Notes

• Ensure all service calls and vendor interactions are documented with clear and detailed notes.
• Maintain accurate records for service calls, quotes, invoices, and any client or vendor communications.
• Follow up with vendors on all invoices after seven days and escalate to the RSM at 14 days if invoices are not received.

Operational Oversight

• Maintain a strong focus on client retention, ensuring satisfaction rates exceed 90%.
• Monitor systemic issues in the region, such as delayed quotes, poor communication, or uncompetitive pricing, and implement corrective measures.
• Obtain quotes from vendors within 24 hours and notify the RSM and FAM if delays occur.
• Set Not-To-Exceed (NTE) limits for vendors and notify the RSM if vendors request more than the allotted amount using NTE percentage on Vendor Management Screen.

Vendor Development

• Collaborate with vendors to improve performance and adherence to company standards.
• Notify the RVM of vendors that require coaching or replacement.
• Work with vendors to ensure they meet service quality expectations and improve their capabilities to handle future needs.

Compliance

• Ensure vendors follow Hero's ROC³ values and comply with all company requirements.
• Report vendors found subcontracting work or failing to meet documentation standards to the RVM.

Required Skills and Qualifications:

• Strong organizational and communication skills.
• Ability to multitask and prioritize in a fast-paced environment.
• Analytical mindset for identifying and addressing systemic issues.
• Proactive approach to vendor management and process improvement.
• Collaborative and relationship-focused, with the ability to hold vendors accountable.

Benefits:

• Medical, dental, and vision benefits, paying 50% of employee costs, including spouse and family.
• 401K plan available after 12 months of employment, with a current company match of 6%.
• Paid sick days and holidays, and accrued personal time off.

Why Join Us?

At our facility management company, we are committed to supplying companies with top-tier service providers and contractors. We service our clients with integrity and transparency, leading to strong relationships with our clients. We strive to provide our clients with professional and highly competent contractors to maintain facilities across America.

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