Service and Logistics Manager

Job Description

Job Description

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.

Remote Implementation and relocation support for Timescapes cameras: 

• 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

External Partner Collaboration:

• 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

Inventory Management & Supply Chain:

• 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

Shipping, Logistics & Trade Compliance:

• 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.

Performance & Commercial Accountability 

• 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

SIM Card/Cellular Management:

• Manage SIM cards and cellular-related tasks, ensuring proper functionality and support

Requirements

Experience & Qualifications: 

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

Benefits

Life at Timescapes

Our team tells us what they value most: the people, the product, the trust, and the opportunity to do work that actually matters. We have built that culture deliberately and we look for it in every hire we make.

If you are looking for a place where your work ships into the real world, where the team is small enough that your contributions matter, and where the mission is clear, we would love to hear from you.

Our Values

Customer value comes first

Our ability to succeed as a business is directly connected to the value we deliver to customers. To create value for them, we need to first understand them really well.

Act with intent

Great outcomes aren't achieved by accident, but rather through thoughtful and deliberate action. We think critically, and everything that we do, we do for a reason.

1% better every day

While reliability is important, it can also make us complacent. Relentless and rapid improvement is essential if we want to earn the right to keep growing our business. What seems like a small improvement each day compounds over time.

Simple, but not easy

We always strive to achieve simplicity, whether in the solutions we create for customers, the processes we build, or our communications within the company. However, we don't shy away from complexity, and we accept that achieving simplicity requires intense effort.

Equal Opportunity

Timescapes is an equal opportunity employer committed to building a diverse team. We consider all qualified applicants without regard to race, gender, age, disability, or any other characteristic protected by law.