On-Site Technical Operations Lead

Stanley Black & Decker; United States; On-site; USD 90,000 - 130,000; Full time

Job summary

Stanley Black & Decker in Fort Worth, TX is seeking a Technical Operations Manager to lead our on-site service team and oversee nationwide field operations. You will guide technicians, manage deployments and upgrades, and ensure top-tier service performance across customer programs.

The role requires travel up to 30%, collaboration with engineering, product, sales, and customer stakeholders, and a strong background in technical management, SQL, and Windows systems.

Qualifications

• Bachelor's degree in computer science, information technology, engineering, or related field or equivalent experience.
• 3+ years of experience in technical management or related field.
• Knowledge of technical support operations, troubleshooting, repair, and maintenance.
• Proven personnel and team management experience.
• Familiarity with SQL and its use in supporting service operations and data review.
• Proficiency with Windows OS installation, recovery, setup, and updates.

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 findings.
• Create, monitor, and improve processes and activities for the onsite team to execute consistently and effectively.

Skills

Team leadership

Analytical thinking

Customer service

Problem solving

Education

Bachelor's degree in CS/IT/Engineering

Tools

SQL

PowerShell

Power BI

Salesforce.com

Tableau

Crystal Reports

Job description

Stanley Black & Decker in Fort Worth, TX is seeking a Technical Operations Manager to lead our on-site service team and oversee nationwide field operations. You will guide technicians, manage deployments and upgrades, and ensure top-tier service performance across customer programs.

The role requires travel up to 30%, collaboration with engineering, product, sales, and customer stakeholders, and a strong background in technical management, SQL, and Windows systems.