Service Manager (1949)

Solution One Industries•Marfa, TX

7d•Onsite

About The Position

Solution One is seeking a Service Manager for our client's West Texas and New Mexico sectors, based in Marfa, Texas. The successful candidate will have outstanding skills and will be committed to working with others to deliver best-in-class, unparalleled excellence in customer service and satisfaction. The Service Manager serves as a Regional Contract Lead for the facilities maintenance and repair program supporting United States Customs and Border Protection (CBP) operations in West Texas and New Mexico. The Service Manager has responsibility for contract performance, workforce management, customer engagement, quality assurance, program execution, and strategic oversight of a cleared logistics workforce. This position serves as the primary interface within a specific region of the contract between the Contractor and Government leadership, ensuring successful execution of maintenance operations, inventory accountability, systems management, workforce transition activities, and continuous process improvement initiatives in support of CBP mission requirements. This role requires a seasoned leader capable of managing a complex, dynamic, skilled trades workforce while maintaining exceptional customer satisfaction and mission success for CBP stakeholders.

Requirements

Bachelor's degree in a related field and at least three (3) years of qualifying professional experience as technician in HVAC or Mechanical Systems and in quality control inspections of building systems and equipment.
Trade Certification (e.g., HVAC, plumbing, electrical work)
Must possess one of the following: Project Management Professional (PMP) Certification (preferred); OR Certified Assistant Project Manager Certification(preferred).
Minimum five (5) years of experience as a manager of service technicians.
Demonstrated experience managing personnel, budgets, schedules, quality assurance programs, risk management activities, subcontractors, and customer relationships.
Experience overseeing large, geographically dispersed, or headquarters-level contract operations.
Ability to pass a CBP Background Investigation.
Must possess a current valid state driver’s license

Nice To Haves

Demonstrated experience with DHS and CBP Operations.
Headquarters-level facility maintenance and repair operations.
IBM® TRIRIGA® Integrated Workplace Management Systems (IWMS)
Enterprise Logistics Management System (ELMS).
Accountable Property Systems of Record (APSRs).
Logistics information system implementation or conversion projects.
Large-scale incumbent workforce transitions.
Firm Fixed Price (FFP) contract management.
Management of logistics and supply chain personnel.
Proficiency in Microsoft Office Suite (Word, Excel, Outlook, SharePoint).

Responsibilities

Provide leadership, direction, and management for all contract personnel and subcontractors within a specified sector/region.
Foster a culture of teamwork, accountability, and continuous improvement.
Maintain open communication with leadership and clients to proactively address challenges and develop effective solutions.
Develop and maintain succession planning for key personnel.
Implement and maintain quality control processes to ensure compliance with contract requirements.
Manage contract performance in accordance with all contractual requirements, performance standards, and program objectives.
Ensure adherence to site safety protocols and enforce compliance with established procedures.
Oversee daily facility supply and logistics operations, preventive and predictive maintenance programs, and workflow efficiency.
Monitor program performance metrics and key performance indicators (KPI) and prepare required reports, briefings, and executive-level communications.
Manage subcontractors, ensuring quality, timeliness, and compliance with contractual obligations.
Ensure compliance with security requirements, government policies, and applicable Department of Homeland Security (DHS) regulations.
Lead program execution related to integrated workplace management systems, accountable property management, and inventory accountability.
Lead, mentor, and evaluate program personnel to ensure high performance and engagement.
Oversee staffing, recruiting, onboarding, workforce development, retention, and training activities.
Conduct performance evaluations and administer disciplinary actions as necessary.
Promote career development and employee retention initiatives.
Serve as the primary point of contact with CBP leadership and Contracting Officer Representatives (CORs) within a specified sector/region.
Conduct formal presentations and status briefings as required.
Foster strong customer relationships and proactively identify opportunities for process improvements and operational efficiencies.
Direct program scheduling, resource allocation, budget management, and risk mitigation efforts.
Identify and implement cost savings initiatives across all project areas.
Coordinate and manage contract transitions, system migrations, and organizational change management initiatives within the specified sector/region.