Field Technical Operations Manager

Job Description
We are seeking a Field Technical Operations Manager to support our customers by leading Aperia’s field technical operations team. We are searching for a candidate capable of managing a team of technicians as well as service provider partners to provide product deployment support and on-site product support. The ideal candidate will have a strong background of project and team management skills.

Essential Responsibilities
  • Manages day to day field technical operations:
  • Leads the coordination of field technical activities including installation, implementation, repair, preventative maintenance, and engineering change upgrades.
  • Collecting and analyzing failure information from customers.
  • Monitors resolution of RMA and Service cases impacting Key Customers.
  • Schedules personnel responding to critical situations.
  • Ensures records and systems are maintained.
  • Manages process controls and standardization of field technical activities.
  • Provides direct oversight of daily activities of team and field service suppliers. Develops and implements process improvements to field technical operations, including tool implementation.
  • Manages the hiring, staffing and maintaining of a diverse and effective workforce.
  • Responsible for coaching/mentoring, career development/planning, performance and compensation of team members. 
  • Leads the successful collaboration and reporting of field technical operations with/to other Aperia functions:
  • Leads communication with Sales, Engineering and Product Management in resolving field/customer problems.
  • Ensures product issues are appropriately and effectively escalated to Product Management and Engineering.  Drives product enhancement to improve product safety, reliability, and usability.
  • Leads collaborations with Marketing and Product Development teams in order to gather client, market, and competitive intelligence.
  • Develops, reports and presents metrics to educate the Leadership Team and other Aperia functions on field technical/customer and product reliability matters.
  • Support needs of key commercial and technical stake holders, and to efficiently managing resources to meet diverse objectives.
  • Sets strategy, goals, and metrics for field technical operations activities.
  • Coordinates/delivers internal and external training and service readiness for new products, programs, and special projects.
  • Represents field technical operations to customers, sales, and operations. 

  • Undergraduate degree and 4-6 years relevant experience or Graduate degree and 2-4 years relevant experience. MBA or MS a strong plus.
  • Strong analytical skills – ability to aggregate data, draw conclusions and implement solutions.  
  • 3+ years management experience, prior field operations experience preferred.  Must have extensive experience managing customer relationships & communication
  • Self-starter, ability to multi task and drive results.
  • Excellent attention to detail
  • Exceptional communications skills and ability to engage with customers, staff, peers and the Leadership Team. Exceeds in presenting to customer and internal leadership.
  • Strong Computer Skills - Requires proficient use of Microsoft Office and relevant business systems tools 
  • Expected travel requirement of 25%-50% over time.

Application Instructions
If you are a talented and passionate Field Technical Operations Services Manager ready to take on a challenging position, please submit your resume and cover letter to  Please include the title of the job you are applying for in the subject of your email.

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