Regional Technical Support Manager

Everon Jobs•Atlanta, GA

About The Position

The Regional Technical Support Manager (RTSM) is a regionally positioned member of the Mission Critical Team who provides advanced technical and operational field support for installation and service delivery. The role is deployed where technical complexity, execution risk, service conditions, critical project activity, customer visibility, or local resource limitations call for additional expertise and onsite leadership. It combines hands-on electronic security experience with sound judgment, organization, documentation, communication, and operational awareness. The RTSM independently assesses field conditions, supports technical resolution, coordinates with appropriate teams, and translates onsite conditions into clear, actionable information. The role works across Project Management, Service, Field Operations, Quality, Engineering, Sales, Technical Operations, and MCT leadership. It supplements established functional ownership rather than replacing it, and does not assume routine project-management, account-management, or functional-management responsibilities. MCT Operations prioritizes and deploys RTSM resources according to customer requirements, technical complexity, operational risk, resource availability, and business need. Successful RTSMs demonstrate technical credibility, ownership, sound judgment, urgency, professionalism, customer awareness, attention to detail, and disciplined follow-through. They can enter unfamiliar or challenging field environments, understand technical and operational conditions, engage appropriate resources, communicate effectively with customers and internal stakeholders, and help move issues toward resolution. The role calls for equal comfort with hands-on technical work, field execution support, customer communication, documentation, and reporting field conditions to MCT Operations.

Requirements

7–10 years of experience in the electronic security industry.
At least 5 years of hands-on experience with access control, CCTV, and intrusion systems.
3–5 years of field leadership, technical supervision, or team coordination experience.
At least 3 years supporting large-scale commercial, enterprise, or mission-critical projects.
Expertise in system installation, service, commissioning, troubleshooting, and technical support.
Experience managing customer-facing technical escalations and resolving complex field issues.
Strong understanding of field operations, quality control, commissioning, and system validation practices.
Ability to read and interpret scopes of work, drawings, specifications, and technical documentation.
Demonstrated critical-thinking, troubleshooting, and problem-solving capabilities.
Effective verbal and written communication skills and ability to interact professionally with customers and internal teams.
Ability to independently assess field conditions, prioritize work, and escalate issues appropriately.
Experience providing technical guidance and influencing field resources in a matrixed environment.
Ability to work independently while managing multiple priorities in a fast-paced organization.
Proficiency with Microsoft Office and applicable service, project, and operational systems.
Willingness to travel regionally and nationally as required.

Nice To Haves

Experience in data center or mission-critical environments.
Relevant industry and manufacturer certifications.

Responsibilities

Provide advanced installation and service support across electronic security and integrated system environments.
Diagnose, troubleshoot, and support resolution of complex access control, video surveillance, intrusion detection, and related system issues.
Support commissioning, system cutovers, project launches, critical milestones, punch-list completion, corrective work, and project-recovery activities.
Provide technical support for escalated, aging, repeat, or otherwise difficult service conditions.
Conduct site surveys, technical assessments, pre-installation walks, readiness reviews, and field evaluations.
Provide temporary technical or field support when local resources are unavailable, insufficient, or need additional MCT expertise.
Perform productive installation or service activity as assigned while remaining flexible as MCT priorities change.
Serve as an experienced MCT technical presence during complex, high-risk, or high-visibility field activities.
Assess site conditions, technical issues, constraints, resource needs, and required next actions.
Provide technical guidance and field-level coordination to technicians, Foremen, subcontractors, and other resources during assigned activities.
Engage appropriate functional resources when issues exceed the RTSM’s immediate scope or authority.
Identify and promptly communicate conditions that could affect customer commitments, project execution, quality, service performance, or customer satisfaction.
Maintain ownership of assigned actions through resolution or documented transition to the appropriate functional owner.
Support stabilization of installations, service conditions, or customer environments experiencing execution challenges.
Represent MCT professionally during onsite customer interactions, technical discussions, escalations, project activities, and service events.
Communicate technical conditions, findings, risks, corrective actions, and next steps clearly to technical and non-technical stakeholders.
Participate selectively in project, service, customer, and operational discussions where RTSM expertise adds value.
Develop familiarity with supported customer systems, standards, sites, and technical requirements.
Balance customer expectations with scope, technical requirements, quality standards, and established processes.
Collaborate with Project Management, Service, Field Operations, Quality, Engineering, Sales, Technical Operations, and MCT leadership.
Document technical findings, site conditions, work performed, deficiencies, risks, constraints, corrective actions, and outstanding requirements accurately.
Maintain required records of deployments, installation support, service activity, surveys, assessments, and assigned actions.
Partner with Quality to investigate deficiencies, identify corrective actions, and support verification of resolution.
Provide timely visibility to stakeholders regarding emerging field risks, recurring issues, resource gaps, and customer concerns.
Identify recurring technical or field conditions that may point to training, process, quality, or technical improvement opportunities.
Document remaining actions and transition them to the appropriate functional owner after RTSM involvement.
Maintain awareness of significant installation, service, and technical activity in the supported region to anticipate support needs.
Provide MCT Operations with field-level input regarding technical capability, resource gaps, site conditions, and emerging execution risks.
Support field implementation of MCT standards, processes, technical practices, and continuous-improvement initiatives.
Share technical knowledge, lessons learned, and customer-specific requirements with field resources and relevant functional teams.
Assist MCT leadership with special technical or operational initiatives as business needs require.
Support requirements outside the normally assigned region when MCT priorities warrant.