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