On‑Site Technical Operations Leader

Stanley Black & Decker, Inc.; Marietta (GA); On-site; USD 71,000 - 114,000; Full time

Benefits offered by this job

Medical, dental, life, vision coverage

Tuition reimbursement

Employee Stock Purchase Plan

Tool discounts

Job summary

Stanley Black & Decker, Inc. invites applications for an On-site Technical Operations Manager in Fort Worth, TX. You will oversee nationwide on-site technical service operations, guiding technicians, resolving complex issues, and driving service performance across customer programs.

The role requires travel up to 30%, strong leadership, and collaboration with engineering, product, and sales to improve service offerings and support revenue growth.

Qualifications

• Bachelor’s degree in computer science, IT, engineering or related field, or equivalent experience.
• 3+ years of experience in technical management or related field.
• Knowledge of technical support operations, including troubleshooting, repair, and maintenance.
• Proven personnel and team management experience.
• Familiarity with SQL and its use in service operations and data review.
• Proficiency with Windows OS installation, recovery, setup, and updates.
• Strong problem-solving, communication, and customer support skills.
• Ability to travel up to 30% to visit customers/sites.

Responsibilities

• Lead and support onsite technical service technicians across multiple customer locations.
• Serve as the primary escalation point for technical service issues and customer concerns.
• Conduct problem analysis and root-cause investigation.
• Communicate with customers regarding program health, service issues, risks, and requirements.
• Track service calls and resolutions to ensure timely outcomes.
• Manage onsite deployment of devices, upgrades, and related technical initiatives.
• Oversee break-fix and preventive maintenance activities.
• Generate reports on team metrics and operational performance.
• Conduct team performance reviews and coaching.
• Collaborate with engineering, product, sales, and marketing teams to improve service offerings.
• Recommend preventive actions and upgrade paths based on customer needs.
• Create, monitor, and improve onsite team processes.

Skills

Technical management

Team management

SQL knowledge

Windows proficiency

Problem solving

Customer support skills

Travel readiness

Education

Bachelor’s degree in computer science, information technology, engineering, or a related field

Tools

SQL Server

PowerShell scripting

CribMaster

Salesforce

Job description

Stanley Black & Decker, Inc. invites applications for an On-site Technical Operations Manager in Fort Worth, TX. You will oversee nationwide on-site technical service operations, guiding technicians, resolving complex issues, and driving service performance across customer programs.

The role requires travel up to 30%, strong leadership, and collaboration with engineering, product, and sales to improve service offerings and support revenue growth.