BAS Service Operations Manager

Direct Reports: 9–20 (Remote Ops, Service Coordination, Field Technicians, Support Roles)

Role Overview

The National BAS Service Operations Manager is a senior operational leadership role responsible for the end-to-end execution, performance, and growth of BAS service operations across KBS and the Kelso Industries portfolio.

This role owns:

• National BAS service delivery execution
• Service revenue growth and profitability
• Remote operations and managed services
• Field service team performance
• Customer experience and retention

The position serves as the central operational leader coordinating across:

• KBS Branches
• KBS Customer Service Center (CSC)
• National Programming Team
• Sales & Estimating
• MSI Team
• National BAS Project Management

This role ensures a scalable, high-performance service organization capable of supporting multi-site enterprise clients and national service agreements.

Key Responsibilities

• National Service Operations Leadership

• Lead and manage 9–20 direct reports, including:

• • Remote Operations / Monitoring Team
  • BAS Service Coordinators / Dispatch
  • BAS Field Technicians (direct or matrixed)

• Oversee daily BAS service operations across:

• • KBS branches
  • National BAS Travel Teams

• Establish operational structure, roles, and accountability

• Drive standardization of national BAS service delivery

• Service Revenue & Financial Performance

• Own and drive:

• • T&M service revenue
  • Quoted service work
  • PMA / Remote PMA contracts
  • Small projects and service-based upgrades

• Partner with Sales and Estimating to:

• • Identify service opportunities
  • Convert service calls into revenue-generating work

• Support and contribute to:

• • Forecasting (weekly, monthly, annual)
  • Revenue planning and backlog management

• Ensure margin performance and cost control

• Remote Operations & Managed Services

• Lead the KBS Remote Operations & Monitoring Center (ROC / Kelso Connected):

• • 24/7 operations oversight
  • Alarm management and triage
  • Remote diagnostics and resolution

• Drive growth of:

• • Managed BAS services
  • Remote PMA offerings
  • Analytics / FDD-based service models

• Ensure integration between:

• • Remote operations
  • Field technicians
  • National programming resources

• Service Execution & Work Management

• Oversee all BAS service work including:

• • Service requests and dispatch
  • Preventative maintenance (PMA)
  • Repairs and troubleshooting
  • Quoted service jobs
  • Small-to-mid size BAS projects

• Ensure:

• • Timely scheduling and execution
  • Proper documentation and closeout
  • Clean handoff to billing

• Billing, Revenue Recognition & Back Office Alignment

• Oversee service billing processes, ensuring:

• • Accuracy and timeliness
  • Alignment with contract terms and SOV structures

• Coordinate with: KBS CSC and Accounting / Finance

• Ensure:

  • T&M
  • PMA
  • Project/service hybrid work
• • Jobs are billing-ready within target timelines
  • Proper tracking of:

• Cross-Functional Leadership

• Work closely with:

• • KBS Branch Leadership
  • CSC (Customer Service Center)
  • National Programming Team
  • Sales & Estimating
  • MSI Team
  • National BAS Project Management
  • Kelso Portfolio Operating Companies

• Drive:

• • Resource planning and allocation
  • Technical support alignment
  • Project-to-service and service-to-project transitions

• Customer Experience & Account Support

• Own service-level customer experience across national accounts

• Act as escalation point for:

• • Service delays
  • Technical challenges
  • Multi-site coordination issues

• Support:

• • Client onboarding
  • National account service strategies
  • Long-term client retention

• Client & Site Onboarding

• Lead onboarding of:

• • New BAS service clients
  • New facilities and portfolios

• Ensure:

• • System integration into remote monitoring platforms
  • Proper documentation and asset tracking
  • Service workflows established

• Workforce Management & Development

• Recruit, onboard, and develop:

• • BAS service technicians
  • Remote operators
  • Service coordinators

• Establish:

• • Training plans
  • Performance metrics
  • Career development pathways

• Drive a culture of accountability, safety, and Customer focus

• Inventory, Tools & Fleet Oversight

• Oversee:

• • Service inventory and materials
  • Tooling and test equipment
  • Service vehicles (as applicable)

• Ensure readiness for:

• • Rapid deployment
  • National service consistency

• Process, SOP & Continuous Improvement

• Enforce and improve:

• • National BAS SOPs
  • Service workflows (ServiceTitan, Sales Force etc.)

• Identify:

• • Bottlenecks
  • Inefficiencies
  • Automation opportunities

• Drive continuous improvement initiatives

What Success Looks Like

• Scalable national BAS service organization
• Strong recurring revenue growth (PMA + Remote Services)
• Seamless integration of: Remote operations, Field service, Programming
• High customer retention and satisfaction
• Efficient billing revenue conversion cycle
• Fully aligned national team supporting Kelso portfolio growth