BAS Service Operations Manager

Job Description

Job Description

Together We Build – Partnership, Innovation, Excellence, and Safety

At Kelso Industries, 4,000+ employees across 40+ companies work together to deliver exceptional HVAC, mechanical, plumbing, refrigeration, and electrical solutions nationwide. Join us to grow your career, make an impact, and be part of a team where innovation, excellence, and safety come first.

Recruiter Notice: We respectfully ask external recruiters and staffing agencies not to submit candidates. We only accept direct applications.

Direct Reports: 9–20 (Remote Ops, Service Coordination, Field Technicians, Support Roles)

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 .

This role owns:

• National BAS service delivery execution
• Service revenue growth and profitability
• Remote operations and managed services
• Field service team performance
• Customer experience and retention

The position serves as the central operational leader coordinating across:

• KBS Branches
• KBS Customer Service Center (CSC)
• National Programming Team
• Sales & Estimating
• MSI Team
• National BAS Project Management

This role ensures a scalable, high-performance service organization capable of supporting multi-site enterprise clients and national service agreements .

Key Responsibilities

1. National Service Operations Leadership

• Lead and manage 9–20 direct reports , including:
• Remote Operations / Monitoring Team
• BAS Service Coordinators / Dispatch
• BAS Field Technicians (direct or matrixed)
• Oversee daily BAS service operations across:
• KBS branches
• National BAS Travel Teams
• Establish operational structure, roles, and accountability
• Drive standardization of national BAS service delivery

1. Service Revenue & Financial Performance

• Own and drive:
• T&M service revenue
• Quoted service work
• PMA / Remote PMA contracts
• Small projects and service-based upgrades
• Partner with Sales and Estimating to:
• Identify service opportunities
• 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

1. Remote Operations & Managed Services

• Lead the KBS Remote Operations & Monitoring Center (ROC / Kelso Connected) :
• 24/7 operations oversight
• Alarm management and triage
• Remote diagnostics and resolution
• Drive growth of:
• Managed BAS services
• Remote PMA offerings
• Analytics / FDD-based service models
• Ensure integration between:
• Remote operations
• Field technicians
• National programming resources

1. Service Execution & Work Management

• Oversee all BAS service work including:
• Service requests and dispatch
• Preventative maintenance (PMA)
• Repairs and troubleshooting
• Quoted service jobs
• Small-to-mid size BAS projects
• Ensure:
• Timely scheduling and execution
• Proper documentation and closeout
• Clean handoff to billing

1. Billing, Revenue Recognition & Back Office Alignment

• Oversee service billing processes , ensuring:
• Accuracy and timeliness
• Alignment with contract terms and SOV structures
• Coordinate with: KBS CSC and Accounting / Finance
• Ensure:
  • T&M
  • PMA
  • Project/service hybrid work
• Jobs are billing-ready within target timelines
• Proper tracking of:

1. Cross-Functional Leadership

• Work closely with:
• KBS Branch Leadership
• CSC (Customer Service Center)
• National Programming Team
• Sales & Estimating
• MSI Team
• National BAS Project Management
• Kelso Portfolio Operating Companies
• Drive:
• Resource planning and allocation
• Technical support alignment
• Project-to-service and service-to-project transitions

1. Customer Experience & Account Support

• Own service-level customer experience across national accounts
• Act as escalation point for:
• Service delays
• Technical challenges
• Multi-site coordination issues
• Support:
• Client onboarding
• National account service strategies
• Long-term client retention

1. Client & Site Onboarding

• Lead onboarding of:
• New BAS service clients
• New facilities and portfolios
• Ensure:
• System integration into remote monitoring platforms
• Proper documentation and asset tracking
• Service workflows established

1. Workforce Management & Development

• Recruit, onboard, and develop:
• BAS service technicians
• Remote operators
• Service coordinators
• Establish:
• Training plans
• Performance metrics
• Career development pathways
• Drive a culture of accountability, safety, and Customer focus

1. Inventory, Tools & Fleet Oversight

• Oversee:
• Service inventory and materials
• Tooling and test equipment
• Service vehicles (as applicable)
• Ensure readiness for:
• Rapid deployment
• National service consistency

1. Process, SOP & Continuous Improvement

• Enforce and improve:
• National BAS SOPs
• Service workflows (ServiceTitan, Sales Force etc.)
• Identify:
• Bottlenecks
• Inefficiencies
• 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, 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: Develop new skills, take on exciting challenges, and advance your career in meaningful ways.

Company Culture: You'll thrive in an environment that supports your growth, values your contributions, and makes work fulfilling and enjoyable.

Impact: Your work directly contributes to meaningful outcomes, allowing you to see the difference you make and feel a sense of purpose every day.

Competitive Compensation & Benefits: You'll be rewarded fairly for your contributions while enjoying perks that enhance your financial security, health, and overall well-being.

Kelso Industries celebrates diversity and is committed to creating an inclusive environment for all employees. We do not discriminate in any aspect of employment based on race, color, religion, national origin, ancestry, gender, sexual orientation, gender identity and/or expression, age, veteran status, disability, or any other characteristic protected by federal, state, or local employment discrimination laws where Kelso does business