Field Technical Operations Manager - IT
Matrix Integration - Jasper, IN

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Permanent, full-time position, seeking a strong Field Technical Services Manager to coach, guide, and oversee field service activity. The position is responsible for maintaining qualified Engineers and Technicians supporting maintenance, MACs, quality installations, contractor standards compliance, and overall customer satisfaction assurance.

Essential Functions

  • Responsible for the direct management of the field technical team
  • Establish and monitor goals and standards for the field technical team
  • Implement and utilize services best practices and process improvement to increase services capability
  • Organize technical development opportunities, to maintain technical expertise in all products as well as future technology offerings
  • Coordinate and resolve complex maintenance and provisioning problems
  • Assure customer satisfaction through provisioning of timely, efficient and cost effective customer services solutions
  • Provide technical training opportunities to maintain required product certification
  • Administer Performance Management Program with each associate and provide career pathing
  • Promote and support job profitability and budget compliance on all engagements
  • Work closely with the VP of Technical Operations, Solution Architects and Regional Sales Managers to ensure that field technical team capabilities are aligned with the business needs
  • Handle customer satisfaction challenges and escalate to the Executive Management team as appropriate

Minimum Qualifications

Knowledge, Skill and Abilities:

  • Strong organizational skills and management abilities
  • Ability to promote and assess quality performance
  • Effective interpersonal communications skills for coaching associates to assure the availability of a talented workforce
  • Technical knowledge of IPT, Virtualization and Storage, Networking, Wireless and Managed Services
  • Project Management experience

Education or Formal Training

  • BA in engineering, telecommunications and computer science or equivalent experience
  • Working knowledge of business administration


  • 3-5 Years of outstanding field operations resulting in customer satisfaction and cost effective performance
  • Successful supervisory experience resulting in top performance by associates
  • Proficiency working within a CRM tool; Connectwise preferred
  • Proficiency working with MS Excel
  • Proficiency with generating analysis reports and utilizing them to improve overall team performance
  • Successful experience managing timesheets and expenses within a field team

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