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