Director of Customer Care, Controls

Basepoint Building Automations • Des Moines, IA, US • 2w ago

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

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