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