BAS Service Operations Manager

Kelso Building Services•Ogden, UT

2d•Remote

About The Position

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

Requirements

Direct Reports: 9–20 (Remote Ops, Service Coordination, Field Technicians, Support Roles)
Senior operational leadership role
Responsible for end-to-end execution, performance, and growth of BAS service operations
Owns National BAS service delivery execution
Owns Service revenue growth and profitability
Owns Remote operations and managed services
Owns Field service team performance
Owns Customer experience and retention
Serves as the central operational leader coordinating across KBS Branches, KBS Customer Service Center (CSC), National Programming Team, Sales & Estimating, MSI Team, and National BAS Project Management
Ensures a scalable, high-performance service organization capable of supporting multi-site enterprise clients and national service agreements
Lead and manage 9–20 direct reports
Oversee daily BAS service operations across KBS branches and National BAS Travel Teams
Establish operational structure, roles, and accountability
Drive standardization of national BAS service delivery
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
Support and contribute to Forecasting (weekly, monthly, annual), Revenue planning and backlog management
Ensure margin performance and cost control
Lead the KBS Remote Operations & Monitoring Center (ROC / Kelso Connected)
Drive growth of Managed BAS services, Remote PMA offerings, and Analytics / FDD-based service models
Ensure integration between remote operations, field technicians, and national programming resources
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
Oversee service billing processes, ensuring Accuracy and timeliness and 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 revenue
Work closely with KBS Branch Leadership, CSC (Customer Service Center), National Programming Team, Sales & Estimating, MSI Team, National BAS Project Management, and Kelso Portfolio Operating Companies
Drive Resource planning and allocation, Technical support alignment, Project-to-service and service-to-project transitions
Own service-level customer experience across national accounts
Act as escalation point for Service delays, Technical challenges, Multi-site coordination issues
Support Client onboarding and National account service strategies
Support long-term client retention
Lead onboarding of New BAS service clients and New facilities and portfolios
Ensure System integration into remote monitoring platforms, Proper documentation and asset tracking, Service workflows established
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
Oversee Service inventory and materials, Tooling and test equipment, Service vehicles (as applicable)
Ensure readiness for Rapid deployment and National service consistency
Enforce and improve National BAS SOPs and Service workflows (ServiceTitan, Sales Force etc.)
Identify Bottlenecks, Inefficiencies, Automation opportunities
Drive continuous improvement initiatives

Responsibilities

Lead and manage 9–20 direct reports, including Remote Operations / Monitoring Team, BAS Service Coordinators / Dispatch, and BAS Field Technicians (direct or matrixed).
Oversee daily BAS service operations across KBS branches and National BAS Travel Teams.
Establish operational structure, roles, and accountability.
Drive standardization of national BAS service delivery.
Own and drive T&M service revenue, Quoted service work, PMA / Remote PMA contracts, and Small projects and service-based upgrades.
Partner with Sales and Estimating to identify service opportunities and convert service calls into revenue-generating work.
Support and contribute to Forecasting (weekly, monthly, annual) and Revenue planning and backlog management.
Ensure margin performance and cost control.
Lead the KBS Remote Operations & Monitoring Center (ROC / Kelso Connected) with 24/7 operations oversight, Alarm management and triage, Remote diagnostics and resolution.
Drive growth of Managed BAS services, Remote PMA offerings, and Analytics / FDD-based service models.
Ensure integration between remote operations, field technicians, and national programming resources.
Oversee all BAS service work including Service requests and dispatch, Preventative maintenance (PMA), Repairs and troubleshooting, Quoted service jobs, and Small-to-mid size BAS projects.
Ensure timely scheduling and execution, Proper documentation and closeout, and Clean handoff to billing.
Oversee service billing processes, ensuring Accuracy and timeliness and 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 revenue.
Work closely with KBS Branch Leadership, CSC (Customer Service Center), National Programming Team, Sales & Estimating, MSI Team, National BAS Project Management, and Kelso Portfolio Operating Companies.
Drive Resource planning and allocation, Technical support alignment, and Project-to-service and service-to-project transitions.
Own service-level customer experience across national accounts.
Act as escalation point for Service delays, Technical challenges, and Multi-site coordination issues.
Support Client onboarding and National account service strategies.
Support long-term client retention.
Lead onboarding of New BAS service clients and New facilities and portfolios.
Ensure System integration into remote monitoring platforms, Proper documentation and asset tracking, and Service workflows established.
Recruit, onboard, and develop BAS service technicians, Remote operators, and Service coordinators.
Establish Training plans, Performance metrics, and Career development pathways.
Drive a culture of accountability, safety, and Customer focus.
Oversee Service inventory and materials, Tooling and test equipment, and Service vehicles (as applicable).
Ensure readiness for Rapid deployment and National service consistency.
Enforce and improve National BAS SOPs and Service workflows (ServiceTitan, Sales Force etc.).
Identify Bottlenecks, Inefficiencies, and Automation opportunities.
Drive continuous improvement initiatives.