BAS Service Operations Manager

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.

Key Responsibilities

National Service Operations Leadership

• 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

Service Revenue & Financial Performance

• 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), 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) with 24/7 operations oversight, alarm management and triage, and 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

Service Execution & Work Management

• 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

Billing, Revenue Recognition & Back Office Alignment

• 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, and project/service hybrid work are billing-ready within target timelines with proper tracking

Cross-Functional Leadership

• 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

Customer Experience & Account Support

• 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, national account service strategies, and long-term client retention

Client & Site Onboarding

• 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

Workforce Management & Development

• 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

Inventory, Tools & Fleet Oversight

• Oversee service inventory and materials, tooling and test equipment, and service vehicles (as applicable)
• Ensure readiness for rapid deployment and national service consistency

Process, SOP & Continuous Improvement

• Enforce and improve national BAS SOPs and service workflows (ServiceTitan, Sales Force, etc.)
• Identify bottlenecks, inefficiencies, and 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, and programming
• High customer retention and satisfaction
• Efficient billing → revenue conversion cycle
• Fully aligned national team supporting Kelso portfolio growth

Why Join Kelso Industries?

Join us and be part of a team dedicated to creating efficient, sustainable, and high-performance environments that make a lasting impact across the industrial, commercial, and institutional sectors. Here you will experience growth opportunities, a supportive company culture, meaningful impact, and competitive compensation & benefits.