BAS Service Operations Manager

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.

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

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.

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

• 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
• 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
• 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
  • 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
  • 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:
• 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
  • 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
  • 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
  • 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
• 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
  • Process, SOP & Continuous Improvement
  • Enforce and improve:
    • National BAS SOPs
    • Service workflows (Service Titan, Sales Force etc.)
• Identify:
  • Bottlenecks
  • Inefficiencies
  • Automation…