At Basepoint Building Automations, we don't just install control systems—we create smarter, more efficient buildings.
We're growing and looking for a Director of Customer Care, Controls. The Director of Customer Care, Controls is responsible for the post-installation customer experience, ensuring that ongoing contractual commitments are consistently met or exceeded. This role drives customer satisfaction, fosters long-term relationships, and supports a scalable, high-performing service operations model.
What you will do:
- Develop and lead a high-performing Customer Care organization that delivers a responsive, knowledgeable, and consistent customer experience while promoting a culture of accountability, collaboration, and continuous improvement.
- Establish and execute a scalable service operations strategy by leveraging technology platforms, remote monitoring, predictive maintenance, analytics, and connected building solutions to improve operational efficiency and customer outcomes.
- Provide strategic leadership for Service Management and Customer Service functions for integrated controls and electric security solutions.
- Ensure all service level agreements (SLAs) and contractual commitments are consistently achieved, including response times, resolution times, quality of service, customer satisfaction, and compliance with established performance standards.
- Drive customer retention by strengthening post-installation relationships, ensuring exceptional service delivery, and positioning Customer Care as a trusted advisor throughout the customer lifecycle.
- Lead preventive maintenance agreement renewals and recurring service initiatives to maximize customer retention, increase recurring revenue, and identify opportunities to expand service offerings within existing accounts.
- Partner with Sales, Operations, Project Management, and Executive Leadership to ensure seamless project turnover, proactive customer communication, and successful long-term account management.
- Develop key performance indicators (KPIs), service metrics, and reporting dashboards to measure operational performance, customer satisfaction, technician productivity, contract profitability, and overall business effectiveness.
- Coach, mentor, and develop Service Managers and Customer Care team members by establishing performance expectations, succession planning, leadership development, and career advancement opportunities.
- Foster strong partnerships with customers, manufacturers, and strategic vendors to improve service capabilities, technology adoption, and overall customer value.
- Promote a culture of safety, quality, regulatory compliance, and continuous process improvement across all Customer Care operations.
- Perform other duties and responsibilities as assigned.
Requirements
- Bachelor’s degree in business administration, operations management, or a related field, or an equivalent mix of education and relevant experience required
- Seven or more years of progressive experience in customer care and/or service operations role
- Five or more years leadership experience in customer care and/or service operations or related field
- Proven track record of managing multi-location service operations
- Strong background in P&L management
- Experience in direct management of managers and indirect oversight of large teams preferred
- Knowledge of safety regulations and compliance requirements in service industries
- Experience with service management software and financial reporting systems a plus
- Excellent communication and interpersonal skills for interacting with all organizational levels
- Data analysis skills for performance monitoring and decision-making
- Results-oriented with strong accountability and ownership mindset
- Excellent organizational and time management skills
- Ability to work under pressure and handle multiple priorities
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