Technical Operations Manager
About The Position
As a Technical Operations Manager, you’ll be part of our Smart Storage Team working as an On-site employee. In this role, you will oversee onsite technical service operations across multiple customer locations throughout the United States, serving as a key leader for service delivery, technical issue resolution, team performance, and customer satisfaction. You will act as the primary point of contact for technical services, guiding onsite technicians and supporting complex software, hardware, and connected-device environments. This role is responsible for driving operational consistency, managing escalations, supporting deployments and upgrades, and ensuring strong service performance across business-critical customer programs. You will also partner cross-functionally with internal teams and customer stakeholders to identify issues, recommend preventive actions, and improve overall service effectiveness. This role will require travel up to 30% to Fort Worth, TX, Marietta, GA, Palmdale, CA, and other customer or company locations as needed.
Requirements
- Bachelor’s degree in computer science, information technology, engineering, or a related field preferred, or equivalent experience.
- At least 3 years of experience in technical management or a related field.
- Knowledge of technical support operations, including troubleshooting, repair, and maintenance.
- Proven expertise in personnel and team management.
- Familiarity with SQL and its use in supporting service operations, troubleshooting, and technical data review.
- Proficiency in workstation components, accessories, and hardware assembly, disassembly, and maintenance.
- Practical knowledge of Windows operating systems, including installation, recovery, setup, and updating of current versions.
- Strong problem-solving, communication, and customer support skills.
- Ability to analyze issues, coordinate resolution efforts, and support multiple locations and stakeholders.
- Ability to travel up to 30% to visit customers and company sites.
Nice To Haves
- Advanced knowledge of SQL Server, including relational databases, queries, data validation, and performance concepts.
- Salesforce.com knowledge.
- Proficiency in PowerShell scripting.
- Advanced skills with Windows applications such as IIS, web services, and related dependencies.
- Experience conducting root-cause analysis across enterprise applications, integrated software/hardware systems, and connected devices.
- Familiarity with networking concepts such as TCP/IP, DNS, ports, firewalls, and secure client/server connectivity.
- Familiarity with REST APIs and cloud or hybrid architectures, including Azure.
- Experience with RFID and electromechanical devices, including maintenance and repair.
- Experience with reporting and analytics tools such as Crystal Reports, Tableau, Power BI, Salesforce, or similar platforms.
- CribMaster experience.
Responsibilities
- Lead and support onsite technical service technicians across multiple customer locations.
- Serve as the primary escalation point for technical service issues, customer concerns, and operational challenges.
- Conduct problem analysis and root-cause investigation to identify and resolve issues efficiently.
- Regularly communicate with customers regarding program health, service issues, risks, and requirements.
- Track service calls, case activity, and resolutions to ensure timely and satisfactory outcomes.
- Manage onsite deployment of devices, upgrades, and related technical initiatives to ensure successful implementation.
- Oversee break-fix support, preventive maintenance activities, and service readiness across supported environments.
- Generate reports on team metrics, service trends, and operational performance to identify areas for improvement.
- Conduct team member performance reviews, coaching, and development to ensure optimal performance.
- Collaborate with engineering, product, sales, and marketing teams to improve service offerings and support revenue growth opportunities.
- Recommend preventive actions, maintenance options, and upgrade paths based on customer needs and operational findings.
- Create, monitor, and improve processes and activities for the onsite team to execute consistently and effectively.
Benefits
- Medical, dental, life, vision, wellness program, disability, 401(k), Employee Stock Purchase Plan, paid time off, and tuition reimbursement.
- Discounts on Stanley Black & Decker tools and other partner programs.
- Competitive salary
- Comprehensive benefits plan
- Paid vacation, holidays & personal days
- Discounts on Stanley Black & Decker tools and products and well as discount programs for many other vendors and partners.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
