Technical Operations Manager

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

Technical Operations Manager – Fort Worth, TX, United States – On-site

Come make the world and accelerate your success. It takes great people to achieve greatness. People with a sense of purpose and integrity. People with a relentless pursuit of excellence. People who care about making things better For Those Who Make The World™. Sound like you? Join our top-notch team of more than 50,000 diverse and high-performing professionals globally who are making their mark on some of the world’s most beloved brands, including DEWALT®, BLACK+DECKER®, CRAFTSMAN®, STANLEY®, CUB CADET®, and HUSTLER®.

The Job:

As a Technical Operations Manager, you’ll be part of our Smart Storage Team working as an On-site employee. In this role, you will oversee onsite technical service operations across multiple customer locations throughout the United States, serving as a key leader for service delivery, technical issue resolution, team performance, and customer satisfaction. You will act as the primary point of contact for technical services, guiding onsite technicians and supporting complex software, hardware, and connected‑device environments. This role is responsible for driving operational consistency, managing escalations, supporting deployments and upgrades, and ensuring strong service performance across business‑critical customer programs. You will also partner cross‑functionally with internal teams and customer stakeholders to identify issues, recommend preventive actions, and improve overall service effectiveness. This role will require travel up to 30% to Fort Worth, TX, Marietta, GA, Palmdale, CA, and other customer or company locations as needed.

You’ll get to:

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

The Person:

You love to learn and grow and be acknowledged for your valuable contributions. You’re not intimidated by innovation. Wouldn’t it be great if you could do your job and do a world of good? In fact, you embrace it.

Required 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.
• Practical knowledge of Windows operating systems, including installation, recovery, setup, and updating of current versions.
• 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.

Preferred Qualifications

• Advanced knowledge of SQL Server, including relational databases, queries, data validation, and performance concepts.
• Salesforce.com knowledge.
• Proficiency in PowerShell scripting.
• Advanced skills with Windows applications such as IIS, web services, and related dependencies.
• Experience conducting root‑cause analysis across enterprise applications, integrated software/hardware systems, and connected devices.
• Familiarity with networking concepts such as TCP/IP, DNS, ports, firewalls, and secure client/server connectivity.
• Familiarity with REST APIs and cloud or hybrid architectures, including Azure.
• Experience with RFID and electromechanical devices, including maintenance and repair.
• Experience with reporting and analytics tools such as Crystal Reports, Tableau, Power BI, Salesforce, or similar platforms.
• CribMaster experience.

The Details:

You’ll receive a competitive salary and a great benefits plan including: Medical, dental, life, vision, wellness program, disability, 401(k), Employee Stock Purchase Plan, paid time off, and tuition reimbursement. Discounts on Stanley Black & Decker tools and other partner programs.

The Salary range for this position is $70,900.00 - $114,100.00. This is the lowest to highest annual full‑time salary range we would pay for this role at the time of this posting. The salary offered within the range may vary depending on multiple factors including job level, geographic location, job‑related knowledge, skills, qualifications, experience and in compliance with local wage requirements. Please note that salary is only one component of total rewards at Stanley Black & Decker. The salary range listed in this job posting reflects the range for the primary location specified. The salary range may vary for other locations. The successful candidate may be eligible for annual merit increases.

Medical, dental, life, vision, wellness program, disability,401(k), Employee Stock Purchase Plan, paid time off, and tuition reimbursement in addition to programs & benefits in support of your well‑being. Discounts on Stanley Black & Decker tool sand other partner programs.

And More: We want our company to be a place you’ll want to be – and stay. Being part of our team means you’ll get to: Grow: Be part of our global company with 20+ brands to grow and develop your skills along multiple career paths. Learn: Have access to a wealth of learning resources, including our Lean Academy, Coursera®, and online university. Belong: Experience an awesome place to work, where we have mutual respect and a great appreciation for diversity, equity, and inclusion. Give Back: Help us continue to make positive changes locally and globally through volunteerism, giving back, and sustainable business practices. What’s more, you’ll get that pride that comes from empowering makers, doers, protectors, and everyday heroes all over the world. We’re more than the #1 tools company. More than a driving force in outdoor power equipment. More than a global leader in industrial. We’re visionaries and innovators. As successful as we’ve been in the past, we have so much further to go. That’s where you come in.

All qualified applicants to Stanley Black & Decker are considered for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran’s status, or any other protected characteristic.

Benefits & Perks

You’ll get a competitive salary and a comprehensive benefits plan that includes medical, dental, life, vision, wellness program, disability, retirement benefits, Employee Stock Purchase Plan, Paid Time Off, including paid vacation, holidays & personal days, and tuition reimbursement. And, of course, discounts on Stanley Black & Decker tools and products and well as discount programs for many other vendors and partners.

Learning & Development

Our lifelong learning philosophy means you’ll have access to a wealth of state‑of‑the‑art learning resources, including our Lean Academy and online university (where you can get certificates and specializations from renowned colleges and universities).

Diverse & Inclusive Culture

We pride ourselves on being an awesome place to work. We respect and embrace differences because that’s how the best work gets done. You’ll find we like to have fun here, too.

Purpose‑Driven Company

You’ll help us continue to make positive changes in the local communities where we work and live as well as in the broader world through volunteerism, giving back and sustainable business practices.

EEO Statement

All qualified applicants to Stanley Black & Decker are considered for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran’s status or any other protected characteristic.

Know Your Rights: Workplace discrimination is illegal (eeoc.gov)

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