OPERATIONS SERVICE MANAGER

HHS Operations/Service Manager

HHS Service / Operations/ Production Manager/Process Improvement

Jessup, MD. Manassas, VA. Norfolk, VA.

The HHS Service Manager is responsible for the daily coordination, scheduling, and administrative execution of service work for Hercules High Security. This role serves as the central hub for service scheduling, calendar management, customer responsiveness, preventative maintenance tracking, and timely billing.

The HHS Operations/Process Improvement Manager ensures service requests are acknowledged quickly, scheduled efficiently, documented accurately, and billed promptly. This position plays a critical role in maintaining customer satisfaction, contractual compliance, and predictable service operations through strong organization, communication, and follow-through .

PLEASE COMMNET ON ALL OF THE ISSUES BELOW AS TO YOUR EXPERIENCE:

Service Scheduling & Calendar Management

• Own and manage the service calendar, ensuring efficient scheduling of standard/emergency service work, installation, and preventative maintenance visits.
• Prioritize incoming service requests based on urgency, contract requirements, site risk, and resource availability.
• Coordinate service dispatch with internal crews and approved subcontractors.
• Confirm job scope, required labor, parts, equipment, and site requirements prior to scheduling.
• Continuously monitor and adjust the service calendar to address delays, changes, or urgent needs.

Customer Responsiveness & Communication

• Serve as the primary point of contact for all service-related inquiries.
• Ensure prompt response times to service calls and emails, setting clear expectations for scheduling, timelines, and next steps.
• Proactively communicate schedule confirmations, changes, and service completion updates.
• Maintain calm, professional communication during all situations, regardless of customer approach.

Preventative Maintenance Contract Management

• Maintain and manage a preventative maintenance contract log, tracking:
• Contracted service frequencies
• Covered systems and sites
• Scheduled vs. completed visits
• Expiration and renewal dates
• Ensure preventative maintenance visits are scheduled on time and aligned with contract requirements.
• Coordinate with Sales and Operations regarding upcoming renewals, missed visits, or scope changes.
• Maintain and provide accurate records to support contract compliance and customer reporting.

Billing, Invoicing & Financial Accuracy

• Clearly distinguish between warranty-covered work, preventative maintenance, and billable service.
• Prepare or assist with service quotes and work authorizations for non-warranty service.
• Ensure customer approvals and purchase orders are obtained prior to dispatch when required.
• Track labor, materials, travel, and subcontractor costs associated with service work.
• Coordinate with Accounting to ensure service invoices are issued accurately and on time following service completion.
• Address customer billing questions and resolve discrepancies promptly.

Warranty & Service Administration

• Verify warranty eligibility and required documentation.
• Coordinate RMAs, replacement parts, and manufacturer support when applicable.
• Ensure warranty determinations and service outcomes are clearly documented.

Documentation & Organization

• Maintain complete, accurate service records including:
• Service tickets and scheduling history
• Customer communications, including contracts and reports
• Labor hours, parts used, and service completion confirmations
• Billing references and preventative maintenance logs
• Ensure documentation supports billing accuracy, contract compliance, and audit readiness.
• Identify scheduling inefficiencies, repeat issues, or process gaps and recommend improvements.

Payroll Compliance

· Manage weekly payroll submission

· Oversee wage scale/OCCIP/CCIP compliance

· Provide employee vetting details and information as required

Required Qualifications

• High school diploma or GED (Associate degree preferred).
• 2+ years of experience in service scheduling, dispatch coordination, billing support, or service operations administration.
• Strong organizational skills with the ability to manage a dynamic service calendar.
• Proven ability to respond quickly and professionally to customer requests.
• Proficiency with Microsoft Office (Excel, Outlook, Word) and service ticketing/CRM systems.
• Experience in construction service, fencing, gates, access control, or perimeter security.
• Experience managing preventative maintenance schedules or service contracts.
• Familiarity with service billing, invoicing workflows, and job-cost tracking.
• Ability to interpret service scopes, basic technical documentation, and contracts.

Skills & Competencies

• Highly organized with exceptional calendar and time-management skills.
• Strong sense of urgency and accountability.
• Detail-oriented with a focus on billing accuracy and documentation.
• Clear, professional communicator with customers and internal teams.
• Able to manage multiple service requests and shifting priorities simultaneously.
• Collaborative and solutions-focused.

HERCULES FENCE IS A FAST PACED, HANDS-ON, TAKE-CHARGE, GET-IT-DONE WORK ENVIRONMENT. THIS IS AN OPPORTUNITY FOR YOU TO CREATE YOUR OWN SUCCESS STORY.

IF THIS OPPORTUNITY IS OF INTEREST AND OR YOU WOULD LIKE MORE DETAILS

PLEASE CALL JOHN ROSE View phone number on click.appcast.io or EMAIL View email address on click.appcast.io