Service Manager

Description

Service Manager - West Texas / New Mexico Contingent Upon Award

Do you envision a workplace where every team member works together to create an amazing workplace experience? Do you want to be part of a dedicated team of professionals who consistently deliver excellence to reach our common goal of the best in class working environment? If you have a positive can-do attitude and a drive for success, Solution One is looking for you!

We are seeking a Service Manager for our client's West Texas and New Mexico sectors, based in Marfa, Texas. The successful candidate will have outstanding skills and will be committed to working with others to deliver best-in-class, unparalleled excellence in customer service and satisfaction.

For additional opportunities, visit our careers page at www.1soi.com/careers .

Position Summary

The Service Manager serves as a Regional Contract Lead for the facilities maintenance and repair program supporting United States Customs and Border Protection (CBP) operations in West Texas and New Mexico. The Service Manager has responsibility for contract performance, workforce management, customer engagement, quality assurance, program execution, and strategic oversight of a cleared logistics workforce.

This position serves as the primary interface within a specific region of the contract between the Contractor and Government leadership, ensuring successful execution of maintenance operations, inventory accountability, systems management, workforce transition activities, and continuous process improvement initiatives in support of CBP mission requirements. This role requires a seasoned leader capable of managing a complex, dynamic, skilled trades workforce while maintaining exceptional customer satisfaction and mission success for CBP stakeholders.

Key Responsibilities

Leadership and Program Oversight

• Provide leadership, direction, and management for all contract personnel and subcontractors within a specified sector/region.
• Foster a culture of teamwork, accountability, and continuous improvement.
• Maintain open communication with leadership and clients to proactively address challenges and develop effective solutions.
• Develop and maintain succession planning for key personnel.
• Implement and maintain quality control processes to ensure compliance with contract requirements.

Operational Management

• Manage contract performance in accordance with all contractual requirements, performance standards, and program objectives.
• Ensure adherence to site safety protocols and enforce compliance with established procedures.
• Oversee daily facility supply and logistics operations, preventive and predictive maintenance programs, and workflow efficiency.
• Monitor program performance metrics and key performance indicators (KPI) and prepare required reports, briefings, and executive-level communications.
• Manage subcontractors, ensuring quality, timeliness, and compliance with contractual obligations.
• Ensure compliance with security requirements, government policies, and applicable Department of Homeland Security (DHS) regulations.
• Lead program execution related to integrated workplace management systems, accountable property management, and inventory accountability.

Personnel Management

• Lead, mentor, and evaluate program personnel to ensure high performance and engagement.
• Oversee staffing, recruiting, onboarding, workforce development, retention, and training activities.
• Conduct performance evaluations and administer disciplinary actions as necessary.
• Promote career development and employee retention initiatives.

Client and Stakeholder Relations

• Serve as the primary point of contact with CBP leadership and Contracting Officer Representatives (CORs) within a specified sector/region.
• Conduct formal presentations and status briefings as required.
• Foster strong customer relationships and proactively identify opportunities for process improvements and operational efficiencies.

Financial and Contract Management

• Direct program scheduling, resource allocation, budget management, and risk mitigation efforts.
• Identify and implement cost savings initiatives across all project areas.
• Coordinate and manage contract transitions, system migrations, and organizational change management initiatives within the specified sector/region.

Qualifications

Required Qualifications

• Bachelor's degree in a related field and at least three (3) years of qualifying professional experience as technician in HVAC or Mechanical Systems and in quality control inspections of building systems and equipment.
• Trade Certification (e.g., HVAC, plumbing, electrical work)
• Must possess one of the following:
  • Project Management Professional (PMP) Certification (preferred); OR
  • Certified Assistant Project Manager Certification(preferred).
• Minimum five (5) years of experience as a manager of service technicians.
• Demonstrated experience managing personnel, budgets, schedules, quality assurance programs, risk management activities, subcontractors, and customer relationships.
• Experience overseeing large, geographically dispersed, or headquarters-level contract operations.
• Ability to pass a CBP Background Investigation.
• Must possess a current valid state driver's license

Preferred Qualifications

Candidates will be highly preferred if they possess demonstrated experience with:

• DHS and CBP Operations.
• Headquarters-level facility maintenance and repair operations.
• IBM® TRIRIGA® Integrated Workplace Management Systems (IWMS)
• Enterprise Logistics Management System (ELMS).
• Accountable Property Systems of Record (APSRs).
• Logistics information system implementation or conversion projects.
• Large-scale incumbent workforce transitions.
• Firm Fixed Price (FFP) contract management.
• Management of logistics and supply chain personnel .
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook, SharePoint).

Physical Requirements

• Ability to work at an accelerated pace under emergencies or operational demands.
• Must wear appropriate personal protective equipment (PPE).

• Requirements include walking, standing, reaching, bending, and moving items.
• Required to lift and carry weight over 45 pounds.
• Must be able to work in an austere environment.

Job Expectations & Performance Standards

The Service Manager is expected to:

Mission Readiness

• Demonstrate ability to balance multiple priorities in a fast-paced, dynamic setting.
• Demonstrate SMART Management Techniques:
  • Specific: Clearly tied to mission areas
  • Measurable: Quantifiable or assessable
  • Achievable: Realistic resources given
  • Relevant: Aligned with mission goals
  • Time-bound: With clear timelines
• Demonstrate responsiveness to CBP issues within established timelines.
• Operate in the field for their respective AOR a minimum of 70% of the time.

Accountability

• Maintain all contract deliverables (reports and plans) in accordance with the Performance Work Statement.
• Maintain all quality metrics and standards in accordance with corporate and CBP standards.

Safety

• Demonstrate a zero-compromise commitment to safety and risk management.
• Maintain compliance with safety standards, fire protection, environmental laws and compliance with security requirements.

Professionalism

• Exhibit integrity, reliability, and sound judgment when managing and/or handling government-owned equipment.
• Maintain all required certifications, licenses, and security clearance requirements.
• Represent Solution One Industries professionally while working alongside CBP personnel and government officials.
• Demonstrate strong attention to detail, accuracy, and customer service.

Teamwork and Communication

• Coordinate effectively with CBP stakeholders, contracted workforce, and corporate staff.
• Provide clear and timely communication regarding overall requirements, operational issues, and any issue that degrades the operational mission readiness of the customer.
• Support a collaborative, mission-focused environment that promotes operational excellence.

Continuous Improvement

• Participate in training and professional development activities.
• Recommend process improvements that enhance safety, efficiency, accountability, and mission performance.
• Adhere to ISO 9001:2015 and AS 9100D Quality Standards as directed and/or identified in the Solution One Quality Management System/Plan.

Job Type: Full-time, Exempt

Work Location : Marfa, Texas

Travel: Minimal travel may be required

Benefits:

• • Medical Insurance
  • Dental Insurance
  • Vision Insurance
  • 401(k)
  • Life Insurance
  • Employee Assistance Program
  • Employee Referral Program
  • Employee Award Program

Solution One Industries is proud to be an Affirmative Action/Equal Opportunity Employer. Solution One Industries is committed to treating all employees and applicants with respect and dignity and maintaining a workplace that is free from unlawful discrimination.

All applicants will be considered for employment without regard to race, color, religion, age, national origin, ancestry, ethnicity, gender (including pregnancy, childbirth, breastfeeding, or other related medical conditions), gender identity, gender expression, sexual orientation, marital status, veteran status, disability, genetic information, citizenship status, characteristic or membership in any other group protected by federal, state, or local laws.

Solution One Industries maintains a drug-free workplace and performs preemployment drug testing and background checks, where permitted by law.

Solution One Industries is an E-Verify Employer.