Manager of Field Quality Assurance (FQA)

Datawatch Systems; Bethesda (MD); Presencial; USD 75.000 - 90.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Medical Insurance

Dental Insurance

Vision Insurance

401K Plan with employer match

Tuition reimbursement

Paid holidays

Descripción de la vacante

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

Formación

• 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.

Responsabilidades

• 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.

Conocimientos

Team Leadership

Technical Oversight

Quality Assurance

KPIs & Analytics

Field Support

Communication Skills

Staffing Management

Access Control

Educación

Bachelor's degree preferred

Herramientas

Ticketing system

Automation monitoring

Descripción del empleo

Manager of Field Quality Assurance (FQA)

medical insurance, dental insurance, life insurance, vision insurance, vacation time, paid holidays, tuition reimbursement, 401(k)

United States, Maryland, Bethesda

Oct 06, 2026

Manager of Field Quality Assurance (FQA)

Job Locations

US-MD-Bethesda

Requisition ID

2025-14418

Category

Management

Overview

The Manager of Field Quality Assurance (FQA) leads a team responsible for supporting internal departments and field technicians nationwide. This role ensures that installation and service work meet quality standards, providing real-time technical support to Field Operations and the Customer Experience teams. The Manager of FQA will focus on process improvements, technician support, and quality assurance in service execution.

Applicants must be willing to submit to a drug screening and criminal background check. EOE/M/F/V/D-DCJS #11-2294

• Location: Bethesda, MD
• Travel: This role does not require travel.
• Salary Range: $75,000-$90,000/year
• Requisition ID: 2025-14418
• Category: Management

Responsibilities

Team Leadership

• Manager and mentor the 24/7/365 FQA team, ensuring efficient internal support for field technicians.

Technical Oversight

• Provide real-time assistance to technicians nationwide, resolving installation and service challenges.

Quality Assurance

• Develop standards and procedures to enhance service quality and consistency across installations.

Collaboration & Escalation Management

• Work closely with Technical Support and Customer Experience teams to ensure seamless installations and troubleshooting resolution.

Field Support & Training

• Ensure technicians have access to necessary documentation, training, and troubleshooting resources.

Performance Monitoring/Data & Reporting

• Establish and track KPIs, monitor performance data, providing insights to improve service quality and technician efficiency.
• Establish and document quality control checklist for new installations to ensure proper setup across multiple software applications.

Technology & Systems Oversight

• Ensure proper utilization of support systems, recommending improvements as needed.

Qualifications

• 2-3 years of management experience in access control environment
• Industry knowledge: Access control, security systems, SaaS, or preferred technology-driven environments a plus.
• Proven ability to lead process improvement initiatives, particularly in a technical/customer service environment.
• Experience with a multi-layer ticketing system for processing client requests.
• Experience with monitoring automation system for alarm processing a plus.
• Excellent written and verbal communication skills for effective collaboration across teams.
• Ability to work independently and proactively to address challenges.
• Strong leadership and team management experience with a proven ability to collaborate across teams.
• Ability to schedule and manage staffing in 24/7/365 environment.
• Strong technical acumen. Deep understanding of access control systems and customer support platforms a plus.
• Exceptional communication and stakeholder management skills.
• Bachelor's degree preferred or equivalent experience in a technical support or field operations.

Benefits

• Choice of Medical Insurance plans
• Dental Insurance
• Vision Insurance
• Medical and Dependent Care FSA Accounts
• 401K Plan with a discretionary employer match
• 529 Plan Access
• Employee Assistance Program
• Commuter and Parking Benefit
• Short-term Disability and Long-term Disability Insurance
• Employer-paid 50K Life and AD&D Insurance
• Voluntary Life Insurance for Employee, Spouse and Children
• Voluntary portable Accident, Critical Illness Insurance, Hospital Indemnity Coverage
• Annual performance Evaluation and salary adjustment consideration
• Paid holidays, sick and vacation leave
• Job-related tuition reimbursement