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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

1. 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

1. 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

1. 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

1. 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

1. 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:

1. 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

1. 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

1. 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

1. 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

1. 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

1. 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