Technical Operations Manager

Stanley Black & Decker
United States
Workplace: RemoteFull timeUSD 70,900 - 114,100 annuallyFunction: Business OperationsExperience: 3+ yearsEducation: bachelorsSkills: ["Problem-solving","Communication","Customer support","Team management","Root-cause analysis"]

Oversee onsite technical service operations for the Smart Storage team across multiple U.S. customer locations. Lead technicians, act as the primary escalation point, and drive resolution of complex software, hardware, and connected-device issues through problem analysis and root-cause investigations. Manage deployments, upgrades, break-fix support, and service readiness, while tracking operational metrics and partnering with engineering, product, sales, and customers to improve service effectiveness and support revenue growth.

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Stanley Black & Decker
Stanley Black & Decker
5 days ago

Technical Operations Manager

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Source: Company careers pageValidated by: Fursa AI
Last checked: 2 hours agoStatus: Live

Job Summary

Oversee onsite technical service operations for the Smart Storage team across multiple U.S. customer locations. Lead technicians, act as the primary escalation point, and drive resolution of complex software, hardware, and connected-device issues through problem analysis and root-cause investigations. Manage deployments, upgrades, break-fix support, and service readiness, while tracking operational metrics and partnering with engineering, product, sales, and customers to improve service effectiveness and support revenue growth.
Location: United States
Workplace: Remote
Employment Type: Full time
Job Function: Business Operations
Seniority: Manager level

Key Responsibilities

  • •Oversee onsite technical service technicians across multiple customer locations and ensure consistent service delivery.
  • •Serve as the primary escalation point for technical service issues, customer concerns, and operational challenges.
  • •Conduct problem analysis and root-cause investigations to resolve issues efficiently.
  • •Manage onsite deployments, device upgrades, break-fix support, preventive maintenance, and service readiness.
  • •Track service calls and case resolutions, generate operational reports, and coach team members based on performance metrics.
Travel: Medium travel

Pay and Benefits

Salary: USD 70,900 - 114,100 annually
Perks:Health InsuranceDentalVisionWellness StipendDisability Insurance401kEquityPaid Leave

Key Requirements

  • •Bachelor’s degree in computer science, information technology, engineering, or 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 using it to support service operations and technical data review.
Experience:3+ years
Education:Bachelor's in computer science, information technology, engineering, or a related field
Skills:Problem-solvingCommunicationCustomer supportTeam managementRoot-cause analysis
Tech Stack:SQLSQL ServerWindowsPowerShellSalesforceIISREST APIsAzureTCP/IPDNSTableauPower BICrystal ReportsRFIDWeb servicesConnected devicesConnected-device environments

Company Brief

Stanley Black & Decker
Designs and manufactures hand tools, power tools, storage products, and industrial equipment for professional, industrial, and consumer customers. The company also provides engineered fastening, security, and infrastructure solutions through a portfolio of well-known brands.
Industry: Manufacturing
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: New Britain, United States
Founded: 2010
Glassdoor
Glassdoor: 3.5
Website