Technical Operations Manager

The Job:

• 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:

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:

• 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.

And More:

• 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.

• 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, 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.

We Don’t Just Build The World, We Build Innovative Technology Too.

Joining the Stanley Black & Decker team means working in an innovative, tech-driven and highly collaborative team environment supported by over 43,500 professionals in 60 countries across the globe. Here, you’ll get the unique chance to impact some of the world’s most iconic brands including STANLEY TOOLS, DEWALT, CRAFTSMAN, MAC TOOLS and Black + Decker. Your ideas and solutions have the potential to reach millions of customers as we work together to write the next chapter in our history. Come build with us and take your career to new heights.

Who We Are 

We’re the World’s largest tool company. We’re industry visionaries. We’re solving problems and advancing the manufacturing trade through innovative technology and our Industry 4.0 Initiative. We are committed to ensuring our state-of-the-art “smart factory” products and services provide greater quality to our customers & greater environmental and social value to our planet. We are unique in that we have a rich and storied history dating back to 1843, but that hasn't stopped us from evolving into a vibrant, diverse, global growth company. 

What You’ll Also Get

Career Opportunity: Career paths aren’t linear here. Being part of our global company with 60+ brands gives you the chance to grow and develop your skills along multiple career paths.

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.

If you require reasonable accommodation to complete an application or access our website, please contact us at (860) 827-3923 or at accommodations@sbdinc.com.  Due to volume, we cannot respond to unrelated inquiries about the status of a completed application or resetting an account password.

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

This employer participates in the Work Opportunity Tax Credit (WOTC) program. Applicants may be asked to voluntarily provide information to determine eligibility. Any information provided will be kept confidentially other than as required to make the necessary WOTC disclosures and in accordance with applicable laws.