Controls Service Manager - BMS

Mantis Innovation is a leading facility performance consultant and project delivery engine that delivers smart, sustainable solutions that improve facility performance and unlock operational efficiencies. We serve over 70% of what a building owner/operator spends on their buildings inside and out, including the building envelope, pavements, mechanical systems, lighting, energy procurement, and technology ecosystem. Our company delivers custom outcomes for our clients that reduce operating costs, flatten capital spending, reduce carbon emissions, and drive sustainability ambition.
The BMS (Building Management System) Controls Service Manager is responsible for leading and managing a team of BMS Service Technicians to execute field service operations across commercial building portfolios. This includes overseeing system troubleshooting, startup, commissioning, integration, customer support, and technician dispatch. The role balances deep technical expertise in building controls with exceptional service management, ensuring timely and accurate execution of service requests while delivering excellent client experiences. 
This person thrives in fast-paced, technical environments, provides field leadership, and dispatches resources with precision, while coaching and developing the service team to meet strategic business and client goals. 
This is a full-time, hybrid job opportunity. You must live within driving distance (or be willing to self-relocate) to one of our major office locations: Denver, Houston, Boston, Wilmington, or Chicago.

Field Service Management & Technical Oversight

• Manage daily operations of BMS Service Technicians, including scheduling, dispatch, and technical support for service calls. 
• Support or perform startup and commissioning of BMS systems and components (controllers, sensors, panels, actuators). 
• Lead troubleshooting of controls and network issues at the equipment, platform, or station level (Niagara, Distech, etc.). 
• Provide expert technical guidance in wire sheet logic modifications, programming updates, and graphical user interface configurations. 
• Ensure all commissioning activities are documented, and system sequence of operations is validated. 
• Oversee or conduct customer training on BMS functionality and preventative maintenance. 

Client-Facing Coordination & Service Response

• Serve as the primary point of contact for escalated service calls and sensitive client-facing issues. 
• Coordinate with clients, project managers, and account reps to ensure accurate and rapid response to BMS service needs. 
• Develop and maintain dispatch and tracking systems to ensure transparency, efficiency, and consistency in service delivery. 
• Communicate service status clearly and professionally to internal and external stakeholders. 
• Ensure proper documentation, tracking, and reporting of service calls, site activity, and issue resolution. 

Leadership, Training, and Program Strategy

• Recruit, develop, and retain a high-performing BMS service team through mentorship, technical training, and clear performance expectations. 
• Support team growth into more senior technical or engineering roles by promoting hands-on learning and ownership of field projects. 
• Implement SOPs that minimize operational risks while optimizing technician productivity and customer satisfaction. 
• Assist with development and refinement of scalable service processes for expansion into new regions. 
• Monitor industry trends and evolving technologies to guide long-term service strategy and team capabilities. 

MINIMUM QUALIFICATIONS

• 5+ years in Building Automation Systems (BAS/BMS) field service, with progressive leadership responsibility. 
• 3+ years of experience managing field teams or service dispatch operations. 
• Proven ability to diagnose and resolve BMS controls issues at both hardware and software levels. 
• Familiarity with commissioning protocols, system integration, and control programming platforms (e.g., Niagara, Distech). 
• Strong client service orientation with exceptional verbal and written communication skills. 
• Ability to balance urgent service dispatches with long-term team and client goals. 
• Independent decision-making and field problem-solving. 
• Consistent ability to direct, support, and elevate a team of technicians remotely. 
• Demonstrated leadership in troubleshooting platform- and station-level controls issues. 
• Strong record of customer satisfaction and clear, timely communication under pressure. 

PREFERRED QUALIFICATIONS

• Associate's or Bachelor's degree in HVAC, Engineering Technology, Building Systems, or related fields. 
• Experience with building systems in c