Operations Manager

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 are

a.
Job Summ

aryResponsible 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 excellen

ce.
Supervisory Responsibili

• tiesDirect management of service technicians across assigned terri
• toryResponsible for hiring recommendations, performance management, disciplinary actions, and termination recommendations for direct rep
• ortsEnsure proper training and certification maintenance for all direct rep
• ortsFoster a culture of safety, quality, and customer service excell
• enceCoordinate team meetings and communication of company updates and cha

nges
Responsibil

itiesTeam Management and Leade

• rshipProvide direct management and supervision of techni
• ciansConduct regular performance reviews, coaching, and professional development activ
• itiesFoster a collaborative team environment focused on safety, quality, and customer satisfa
• ctionTrack 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 ta

rgets
Operational Coordi

• nationCoordinate and manage on-call scheduling to ensure 24/7 service co
• verageMonitor service delivery timelines and ensure adherence to customer commi
• tmentsCoordinate with other departments, as needed, to optimize service delivery and resource utili
• zationMaintain accurate records of service activities and performance m

etrics
Technical

• SupportProvide second-line troubleshooting support for field technicians when first-line support (foreman and technology app self-service) is insuf
• ficientConduct site visits to provide onsite technical support for complex
• issuesDiagnose and resolve escalated technical problems requiring advanced ex
• pertiseEnsure proper documentation of technical solutions and best pr
• acticesStay current with industry technologies, equipment, and service method

ologies
Customer R

• elationsPrepare and submit service quotes for both NTE (Not-to-Exceed) and non-NTE projects; requiring approval from Director of Service for quotes abov
• e $5,000Identify and coordinate project referrals to project management team or sales de
• partmentResolve billing issues and customer disputes in a timely and professiona
• l mannerMaintain positive customer relationships and ensure customer sati
• sfactionCreate and submit purchase orders (POs) in the system for parts needed for serv
• ice jobsMonitor parts delivery status and communicate delays to technicians and c
• ustomersCommunicate service updates and recommendations to customers a

s needed
Essential Key Performance Indicat

• ors (KPI)Technician direct/indirect t
• ime ratioService response times and first call resolut
• ion ratesGross mar

gin goals
Re

• quirementsHigh school diploma or equivalent required; Associate degree in technical fi
• eld a plusMinimum 5 years of progressive experience in service operations or techn
• ical fieldProven management experience with direct supervision of technical
• positionsStrong background in troubleshooting and technical probl
• em-solvingExperience with service management software and customer relationship manageme
• nt systemsKnowledge of relevant industry regulations and safety
• standardsAdvanced troubleshooting and diagnos
• tic skillsUnderstanding of service methodologies and best
• practicesStrong verbal and written communication
• abilitiesCustomer service orientation with professiona
• l demeanorAbility to prioritize multiple tasks and manage competi

ng demands
Physical R

• equirementsValid driver's license and ability to operate a motor vehicle for busi
• ness travelAbility to travel regularly between multiple servic
• e locationsCapability to walk through various work environments including offices, warehouses, and fie
• ld locationCapability to lift and carry materials up to 25 pounds o
• ccasionallyAbility to work in various environmental conditions including outdoor settings when visitin
• g job sitesCapability to communicate effectively in person, by phone, and through digita

l 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 someth