On-Site Technical Operations Leader

Stanley Industrial & Automotive, LLC; Marietta (GA); On-site; USD 71,000 - 114,000; Full time

Benefits offered by this job

Medical, dental, life, vision

401(k)

Employee Stock Purchase Plan

Paid time off

Tuition reimbursement

Discounts on tools

Job summary

Stanley Black & Decker seeks a Technical Operations Manager to lead onsite technical service across the U.S. You will supervise field technicians, manage escalations, and drive performance and customer satisfaction in a fast-paced environment.

You’ll partner with engineering, product, sales, and marketing to improve service offerings, support deployments and upgrades, and ensure successful delivery of critical customer programs.

Qualifications

• Bachelor's degree in computer science, information technology, engineering, or a related field preferred, or equivalent experience.
• At least 3 years of experience in technical management or a related field.
• Knowledge of technical support operations, including troubleshooting, repair, and maintenance.
• Proven expertise in personnel and team management.
• Familiarity with SQL and its use in supporting service operations, troubleshooting, and technical data review.
• Proficiency in workstation components, accessories, and hardware assembly, disassembly, and maintenance.
• Experience with Windows operating systems, including installation, recovery, setup, and updating.
• Strong problem-solving, communication, and customer support skills.
• Ability to analyze issues, coordinate resolution efforts, and support multiple locations and stakeholders.
• Ability to travel up to 30% to visit customers and company sites.

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.

Skills

Team management

Troubleshooting

Communication

SQL knowledge

Windows OS

Travel readiness

Education

Bachelor's degree in computer science / IT / engineering

Tools

SQL Server

PowerShell

Tableau

Power BI

Salesforce

Crystal Reports

IIS

Azure

RFID

CribMaster

Job description

Stanley Black & Decker seeks a Technical Operations Manager to lead onsite technical service across the U.S. You will supervise field technicians, manage escalations, and drive performance and customer satisfaction in a fast-paced environment.

You’ll partner with engineering, product, sales, and marketing to improve service offerings, support deployments and upgrades, and ensure successful delivery of critical customer programs.