Service and Logistics Manager

Timescapes•Plano, TX

9d•Onsite

About The Position

Timescapes is looking for a Service and Logistics Manager to join our small but growing team in Plano, TX. We're after someone who loves working with customers and can own how our cameras get from the warehouse to construction sites and back, managing inventory and installer partners along the way. You're a hands-on problem solver, focused on a strong customer experience, reliable, and with a genuinely high care factor. About us Timescapes is a visual progress tracking solution for complex construction projects. Our mission is to simplify construction through shared visibility. Customers use Timescapes to stay on schedule, validate construction claims, and communicate progress more effectively. We're a rapidly growing company, used by some of the largest construction firms across New Zealand, Australia, Canada, and the United States. Role Purpose: As the Service and Logistics Manager for the US, you'll be critical to how we deliver installation, maintenance, and ongoing customer experience for our cameras. You'll work alongside our Toronto-based counterpart covering Canada, and our global service delivery team in ANZ, as well as closely with our sales & customer success teams, clients, and our installers, to make sure projects land on time and run efficiently.

Requirements

Must have the legal right to live and work in the USA
A proven track record (2-3 years) of experience in field services, logistics, customer service/service delivery is essential.
Strong computer skills (Google-suite and Hubspot are a bonus)
Experience in inventory management, stock control, or supply chain, ideally using an ERP system
Experience managing contractors or third-party service providers against commercial and quality standards
Comfortable with numbers: budgets, margins, and KPI reporting
Ability to work effectively in a team environment and prioritize work to achieve Timescapes outcomes, in a hands-on role with ownership of regional results.
Clear, simple, concise conversational and written communication
Positive, open-minded, strong problem-solving and strategic thinking, hands-on execution
Solid project management skills, focused on high-impact, high-value work

Nice To Haves

Construction industry experience is preferred but not essential.
Previous experience in a high growth start-up or scaling environment would be ideal.

Responsibilities

Coordinate field services and technician schedules against project constraints, typically scope, time, budget, and risk
Review potential camera locations remotely and on-site, liaising with clients to gain approval for installation locations, lamp poles, and building licence-to-occupy agreements
Facilitate camera installation and relocations with the site team: scheduling install date and time, and providing remote support to technicians during installs and maintenance
Keep accurate records in HubSpot (CRM) so all parties stay informed of project status
Complete vendor forms and tenders for new business as required
Available to support other time zones as needed
Recruit, onboard, and manage third-party installer partners, making sure they're trained on Timescapes install standards
Hold partners accountable to cost, quality, safety, and timeliness standards, reviewing performance regularly
Source and manage suppliers, including quotes, lead times and terms, communicating timelines, managing demand and ensuring quality assurance protocols are met
Own regional inventory accuracy in Odoo (our ERP system) running regular stocktakes and addressing variances
Manage traceability of cameras and key components, ensuring visibility from dispatch to return
Assemble, pack, refurbish, and repair cameras and hardware to Timescapes quality standards
Forecast hardware demand against the install pipeline and raise replenishment needs early
Handle shipping and receiving, including packing and tracking all outbound shipments
Work with customs brokers to clear inbound international shipments, ensuring import documentation, product classifications, and declared values are accurate and compliant
Manage the end-to-end RMA process, from dispatching replacement units to diagnosing and repairing faults, feeding failure data back to the Hardware team
Manage carrier relationships and freight costs, and recommend the best fulfilment model for US sites.
Own service delivery margin for the US region, managing install, freight, and partner costs against budget
Track and report monthly against operational KPIs, including install volumes, provisional camera rates, and inventory accuracy
Use performance data to spot issues early and drive continuous improvement in the cost, speed, and quality of delivery
Manage SIM cards and cellular-related tasks, ensuring proper functionality and support