Service Manager

Job Description

Job Description

At Basepoint Building Automations, we’re driven by innovation, collaboration, and the belief that technology should make buildings — and the people in them — perform at their best.

We are Problem-solvers. Innovators. Builders. Collaborators. Technicians. Engineers. Thinkers. Learners. Leaders. We’re passionate about turning complex systems into simple, sustainable solutions that make a real impact.

We believe in teamwork, continuous learning, challenging projects, and celebrating success together. Sound like you? We’re looking for a Service Manager to spearhead business development efforts, manage long-term client relationships, and contribute to our continued growth in the Cedar Rapids, Iowa area.

Job Summary

Responsible for overseeing day-to-day service operations while ensuring exceptional customer service delivery and technical support. This position requires strong technical knowledge, leadership skills, and operational expertise to manage service teams, coordinate field operations, and maintain high standards of service quality. The Service Manager serves as a critical link between field operations and senior management while providing hands-on technical support and customer service excellence.

Supervisory Responsibilities

• Direct management of service technicians across assigned territory
• Responsible for hiring recommendations, performance management, disciplinary actions, and termination recommendations for direct reports
• Ensure proper training and certification maintenance for all direct reports
• Foster a culture of safety, quality, and customer service excellence
• Coordinate team meetings and communication of company updates and changes

Responsibilities

Team Management and Leadership

• Provide direct management and supervision of technicians
• Conduct regular performance reviews, coaching, and professional development activities
• Foster a collaborative team environment focused on safety, quality, and customer satisfaction
• Track direct and indirect hours for all assigned technicians, ensuring optimal utilization rates and efficiency standards are maintained while providing coaching and support to meet performance targets

Operational Coordination

• Coordinate and manage on-call scheduling to ensure 24/7 service coverage
• Monitor service delivery timelines and ensure adherence to customer commitments
• Coordinate with other departments, as needed, to optimize service delivery and resource utilization
• Maintain accurate records of service activities and performance metrics

Technical Support

• Provide second-line troubleshooting support for field technicians when first-line support (foreman and technology app self-service) is insufficient
• Conduct site visits to provide onsite technical support for complex issues
• Diagnose and resolve escalated technical problems requiring advanced expertise
• Ensure proper documentation of technical solutions and best practices
• Stay current with industry technologies, equipment, and service methodologies

Customer Relations

• Prepare and submit service quotes for both NTE (Not-to-Exceed) and non-NTE projects; requiring approval from Director of Service for quotes above $5,000
• Identify and coordinate project referrals to project management team or sales department
• Resolve billing issues and customer disputes in a timely and professional manner
• Maintain positive customer relationships and ensure customer satisfaction
• Create and submit purchase orders (POs) in the system for parts needed for service jobs
• Monitor parts delivery status and communicate delays to technicians and customers
• Communicate service updates and recommendations to customers as needed

Essential Key Performance Indicators (KPI)

• Technician direct/indirect time ratio
• Service response times and first call resolution rates
• Gross margin goals

Requirements

• High school diploma or equivalent required; Associate degree in technical field a plus
• Minimum 5 years of progressive experience in service operations or technical field
• Proven management experience with direct supervision of technical positions
• Strong background in troubleshooting and technical problem-solving
• Experience with service management software and customer relationship management systems
• Knowledge of relevant industry regulations and safety standards
• Advanced troubleshooting and diagnostic skills
• Understanding of service methodologies and best practices
• Strong verbal and written communication abilities
• Customer service orientation with professional demeanor
• Ability to prioritize multiple tasks and manage competing demands

Physical Requirements

• Valid driver's license and ability to operate a motor vehicle for business travel
• Ability to travel regularly between multiple service locations
• Capability to walk through various work environments including offices, warehouses, and field location
• Capability to lift and carry materials up to 25 pounds occasionally
• Ability to work in various environmental conditions including outdoor settings when visiting job sites
• Capability to communicate effectively in person, by phone, and through digital platforms

Why Basepoint Building Automations:

Basepoint was built on the belief that the best companies are owned by the people who show up every day to do the work. As an employee-owned building automation company , we approach every project with a long-term mindset, shared accountability, and pride in doing the work right. Our people are owners, which means higher standards, stronger teamwork, and a long-term mindset. When the company succeeds, we all succeed—and that shows up in how we work every day. When you join Basepoint, you’re not just taking a job, you’re helping build something you own.