Field Quality Assurance Manager – Tech Support Leader

Datawatch Systems; Bethesda (MD); On-site; USD 75,000 - 90,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

401K Plan with employer match

Tuition reimbursement

Paid holidays

Job summary

Datawatch Systems is seeking a Manager of Field Quality Assurance (FQA) in Bethesda, MD. You will lead a 24/7/365 FQA team, provide real-time technical support to field technicians, and drive quality across installations nationwide.

The role emphasizes process improvements, documentation, and collaboration with Technical Support and Customer Experience teams to ensure seamless service delivery. A Bachelor’s degree is preferred, with 2–3 years of management in access control or security

Qualifications

• 2–3 years of management experience in access control or security systems.
• Experience leading field operations or field service teams.
• Strong written and verbal communication for cross-team collaboration.
• Experience with a multi-layer ticketing system and incident workflows.

Responsibilities

• Lead and mentor the FQA team to support field technicians 24/7.
• Provide real-time technical oversight for installations nationwide.
• Develop standards and procedures to improve service quality.
• Collaborate with Technical Support and Customer Experience teams.
• Ensure access to documentation, training, and resources for field staff.
• Monitor KPIs and performance data to drive improvements.
• Oversee quality controls for new installations and software setups.
• Recommend system and process improvements in support tools.

Skills

Team Leadership

Technical Oversight

Quality Assurance

KPIs & Analytics

Field Support

Communication Skills

Staffing Management

Access Control

Education

Bachelor's degree preferred

Tools

Ticketing system

Automation monitoring

Job description

Datawatch Systems is seeking a Manager of Field Quality Assurance (FQA) in Bethesda, MD. You will lead a 24/7/365 FQA team, provide real-time technical support to field technicians, and drive quality across installations nationwide.

The role emphasizes process improvements, documentation, and collaboration with Technical Support and Customer Experience teams to ensure seamless service delivery. A Bachelor’s degree is preferred, with 2–3 years of management in access control or security