National BAS Field Service Operations Manager

About the Role

The National BAS Field Service Operations Manager is responsible for the operational performance, consistency, quality, profitability, and continued development of KBS Building Automation Systems field service operations across the United States. This position provides national leadership and operational oversight for BAS field service, preventive maintenance, troubleshooting, repair, small projects, customer support, and coordination with KBS remote BAS operations. The role establishes the standards, processes, tools, training, and performance expectations necessary to deliver a consistent national BAS service experience while supporting regional and local BAS teams. The primary objective is to build a scalable national BAS service organization capable of supporting multiple BAS manufacturers and technologies while delivering safe, technically excellent, responsive, profitable, and proactive service.

Travel: Approximately 30–50%, based on business requirements.

Responsibilities

• Provide national leadership and operational oversight for BAS field service, preventive maintenance, troubleshooting, repair, small projects, customer support, and coordination with KBS remote BAS operations.
• Establish and maintain KBS national BAS service standards covering:
  • Field service operations
  • Technician leadership and development
  • Service agreement execution and customer onboarding
  • Integration with Kelso Connected & Remote Operations
• Ensure BAS service activities produce measurable customer value rather than becoming simple inspection or checklist exercises.
• Serve as a national operational escalation point for complex BAS service issues, coordinating resources across:
  • Level 1 – Field Technician: Routine troubleshooting, maintenance, repair, and customer support.
  • Level 2 – Senior BAS Specialist: Advanced troubleshooting, programming, networking, integration, and system diagnostics.
  • Level 3 – National Technical Resources: Complex programming, system architecture, legacy systems, integrations, migrations, enterprise applications, and advanced technical issues.
• Develop multi-manufacturer BAS capability, including repair, small project conversion, and problem resolution (Problem → Cause → Recommended Solution → Customer Benefit).
• Oversee quality assurance, customer experience, operational and financial performance, workforce planning, and warranty-to-service conversion.
• Coordinate BAS OT cybersecurity efforts and ensure alignment with industry best practices.
• Implement and maintain systems and tools to support national BAS service operations.

Requirements

• 8+ years of BAS, controls, HVAC controls, or related building-systems experience.
• 5+ years of service operations, project operations, technical leadership, or management experience.
• Strong understanding of BAS service operations and field-service delivery.
• Demonstrated experience managing technicians or technical teams.
• Strong understanding of HVAC systems and control sequences.
• Experience troubleshooting complex BAS systems.
• Ability to manage multiple priorities across multiple geographic markets.
• Strong leadership and communication skills.
• Strong customer-facing skills.
• Ability to travel nationally as required.

Qualifications (Preferred)

• 10+ years of BAS industry experience.
• Experience managing multi-location or regional/national BAS operations.
• Niagara certification.
• Manufacturer certifications from one or more major BAS platforms (e.g., JCI Metasys, Honeywell, Distech, Delta, Siemens, Carrier, KMC, or Reliable Controls).
• Experience with remote BAS operations.
• Experience with BAS service agreements.
• Familiarity with FDD, analytics, energy management, and smart-building technologies.
• Understanding of BAS networking including BACnet/IP, BACnet MS/TP, Modbus, IP networking, and common integration protocols.
• Familiarity with BAS OT cybersecurity concepts and industry best practices.