Field Technology Program Manager

ARC by ChargeItSpot; Philadelphia (Philadelphia County); Hybrid; USD 90,000 - 130,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Health Care FSA

401k with match

Paid time off

Hybrid work

Job summary

ARC by ChargeItSpot is seeking a hands-on Program Manager to own the health of our deployed hardware fleet and coordinate between field teams, product, and engineering. You’ll troubleshoot in the field and remotely, turning observations into product feedback that improves solutions for clients and their workers.

You will manage enterprise IT conversations, work with power tools, and translate field data into prioritized engineering work, ensuring reliable network connections and positive client

Qualifications

• 3+ years of experience remotely managing a fleet of hardware products.
• 1+ years on a cross‑functional team translating operational needs into technical product improvements.
• Strong working knowledge of WiFi, Ethernet, cellular networking, router configuration, and firewalls.
• Hands‑on experience with hardware products that have mechanical and electrical components.
• Comfortable using power tools and performing physical hardware installation and troubleshooting.
• Experience with project management tools and methodologies.

Responsibilities

• Translate field observations into actionable hardware and software improvements.
• Diagnose and troubleshoot complex network environments; serve as the technical liaison with clients’ IT teams during installs and escalations.
• Ensure ARC units connect reliably to client networks at installation—WiFi, Ethernet, cellular, and hardwired configurations.
• Work alongside the Head of Field Services to keep the fleet functional; step in as an advanced technical resource when standard support isn’t enough.
• Partner with Product and Engineering to investigate and resolve systemic field failures, working directly with SRE and developers.
• Manage hardware and software testing in the field and document findings in a structured way that drives prioritization.
• Build and maintain dashboards that track fleet health and surface issues before they become client problems.
• Use data to prioritize field issues and communicate trade-offs clearly to internal stakeholders.

Skills

Network knowledge

Hardware troubleshooting

Remote fleet management

Cross-functional collaboration

Project management concepts

Education

4-year degree in supply chain or related field

Tools

Jira

Trello

Job description

ARC’s Mission

Minimize Device Waste. Maximize Worker Productivity. Make Life Easier.

ARC’s Vision

Be the unrivaled leader in physical device management. With more than 25,000 ARC units deployed by 2030, ARC will simplify life for more than 1,000,000 workers every day.

About the Team

At ARC, we surround ourselves with independent thinkers who are detail‑oriented, and customer‑obsessed. Our clients have routinely called us “the most talented team they’ve ever worked with.” We value determination, resourcefulness, imagination, and follow‑through. We want people who are ready to get things done.

Our focus is fierce, but it’s not all hard work. We take time to get to know each other through a daily game of Jeopardy, meals together, and nights out for karaoke. We operate a hybrid work model, with most team members working in the office a couple of days a week, and the rest remotely.

Our Core Values

• We do what we say we will do.
• Details matter. A lot.
• Customer obsession.
• Diversity and authenticity.
• No ego. Only outcome.
• Think big.

Learn more about our core values here!

About the Role

This is a hands‑on program management role for someone who is equally comfortable in a network closet and a cross‑functional planning meeting. The role sits within Operations and serves as the connective tissue between our field teams, product, and engineering. You will own the health of our deployed hardware fleet, lead technical troubleshooting in the field and remotely, and translate what you see in the real world into product improvements that make ARC better for our clients and their workers.

This role requires someone who is comfortable with power tools and physical hardware, confident managing enterprise IT conversations, and sharp enough to turn field observations into structured product feedback. If you like variety, ownership, and the satisfaction of seeing your work show up in a real product used by real people, this is a good fit.

Responsibilities

• Translate field observations into actionable hardware and software improvements
• Diagnose and troubleshoot complex network environments; serve as the technical liaison with clients’ IT teams during installs and escalations
• Ensure ARC units connect reliably to client networks at installation—WiFi, ethernet, cellular, and hardwired configurations
• Work alongside the Head of Field Services to keep the fleet functional; step in as an advanced technical resource when standard support isn’t enough
• Partner with Product and Engineering to investigate and resolve systemic field failures, working directly with SRE and developers
• Manage hardware and software testing in the field and document findings in a structured way that drives prioritization
• Build and maintain dashboards that track fleet health and surface issues before they become client problems
• Use data to prioritize field issues and communicate trade‑offs clearly to internal stakeholders

Qualifications

• 3+ years of experience remotely managing a fleet of hardware products
• 1+ years on a cross‑functional team translating operational needs into technical product improvements
• Strong working knowledge of WiFi, ethernet, hardwired, cellular networking, router configuration, and firewalls
• Hands‑on experience with hardware products that have mechanical and electrical components
• Comfortable using power tools and performing physical hardware installation and troubleshooting
• Experience with project management tools and methodologies

Preferred Qualifications

• 3+ years on a cross‑functional team translating operational needs into technical product improvements
• 4‑year degree in supply chain management, industrial engineering, or a related technical field
• Familiarity with information security certifications such as ISO 27001 or SOC II
• Project Management Professional (PMP) certification or equivalent
• Experience with Trello, Jira, or similar project management platforms

The Candidate

You have seen what happens when field operations and product teams don’t talk to each other, and you know how to fix it. You think several steps ahead. You are relentless, strategic, and a long‑term thinker. Details matter to you — and you get them right. You take feedback well, implement it fast, and stay focused on the outcome, not on being right.

Location

We are headquartered in Philadelphia, PA and the team operates on East Coast business hours. This is a hybrid position requiring at least 2–3 days per week in the office. This role also includes periodic travel to client sites for installations and field support.

• Health, dental and vision insurance
• Health Care FSA
• 401k plan with matching company contributions
• Paid time off
• Hybrid work environment

Why Join Us

We’re building something ambitious — and doing it with collaboration, conviction, and purpose. The team gels in a way that is special – our alchemy is rooted in realness, curiosity, appreciation for each other’s differences, celebration for each other’s strengths and a trust that fosters open feedback when we see an opportunity to do something better.

If our mission and values resonate with you, we’d love to hear how you’d like to contribute and be part of the journey. If you have the unique combination of skills and qualities we are looking for, please submit your resume and a cover letter expressing your motivation to apply to this position at https://experiencearc.com/careers/.

ARC by ChargeItSpot is an Equal Opportunity employer. Personnel are chosen on the basis of ability without regard to race, color, religion, sex, national origin, disability, marital status or sexual orientation, in accordance with federal and state law.