Technical Solutions Manager

Technical Solutions Manager

The Technical Solutions Manager leads Outform's Technical Solutions function within Run Services and is accountable for the performance, development, and day-to-day direction of the Technical Support Engineers. This role owns Level 2 technical support for deployed digital experiences, including proactive monitoring, remote diagnostics, media player and display troubleshooting, hardware/software/connectivity issue resolution, escalation management, and coordination of field or vendor support when remote resolution is not possible.

The manager establishes a scalable support model that protects system uptime and the client experience. The role partners across Client Support, Installation Services, Advanced Technical Support, Technology, Account Management, Supply Chain, and external vendors to ensure incidents have clear ownership, timely communication, documented resolution paths, and measurable service performance.

Direct Reports

• Technical Support Engineers (TSEs) - Provide Level 2 remote troubleshooting, proactive system monitoring, device configuration, incident resolution, technical escalation support, and documentation for deployed digital environments.

Scope & Accountability

• Own the operational performance of Level 2 Technical Solutions support across Outform's active digital accounts, from post-install transition through long-term break/fix, warranty, and managed support.
• Provide direct leadership, technical coaching, workload prioritization, quality oversight, and performance management for the TSE team.
• Ensure proactive monitoring alerts, client-reported incidents, and escalations are validated, triaged, documented, and progressed through a defined resolution pathway.
• Serve as the primary management escalation point for complex, aged, repeat, or high-impact technical incidents and coordinate Level 3, field, vendor, or OEM support as required.
• Build and maintain scalable technical processes, knowledge, reporting, and governance that improve resolution speed, consistency, system uptime, and client visibility.
• Support the development of warranty, RMA, hardware testing, asset tracking, and lifecycle-management workflows in partnership with Run Services and cross-functional stakeholders.

Key Responsibilities

• Lead, coach, and develop Technical Support Engineers through regular one-on-ones, case reviews, technical training, workload planning, and clear performance expectations.
• Manage daily Level 2 support operations, including ticket queues, monitoring alerts, escalations, aging, priorities, client commitments, and team capacity.
• Oversee proactive monitoring of deployed media players, displays, sensors, networks, and connected digital components; ensure validated outages generate actionable tickets and client communication.
• Direct advanced remote troubleshooting across hardware, software, firmware, CMS/content delivery, connectivity, media players, receivers, sensors, interactive devices, LED/display systems, and related peripherals.
• Ensure the team documents troubleshooting performed, findings, root cause, resolution, dependencies, next steps, and escalation requirements within Salesforce or the applicable client platform.
• Establish and maintain escalation pathways between Client Support (Level 1), Technical Solutions (Level 2), Advanced/Field Technical Support (Level 3), vendors, OEMs, and client technology teams.
• Review high-severity, recurring, and aged incidents; lead root-cause analysis and corrective-action planning to prevent repeat failures.
• Coordinate field dispatch, replacement hardware, vendor intervention, RMA activity, or on-site technical support when remote resolution is not possible.
• Partner with Installation Services to define technical handoff and commissioning requirements, validate support readiness, and capture accurate as-built, asset, configuration, and warranty information.
• Develop and maintain technical knowledge articles, troubleshooting guides, support playbooks, configuration standards, wiring diagrams, escalation matrices, and client-specific SOPs.
• Define and report service KPIs, trends, risks, monitoring results, recurring failures, and improvement opportunities to Run Services leadership and account stakeholders.
• Support technical scoping and operational reviews for new digital opportunities, including support assumptions, service levels, monitoring requirements, technical dependencies, and resource needs.
• Drive continuous improvement of Salesforce workflows, dashboards, automation, data quality, and reporting required to manage digital support at scale.
• Participate in client operational reviews, incident escalations, and service-performance discussions as the technical support leader.
• Maintain awareness of emerging retail technology and recommend practical tools, standards, and support approaches that improve reliability and serviceability.

Key Interfaces (Non-Reporting)

• Client Support Manager and Client Support Representatives
• Installation Services Manager, Project Managers, and field installation partners
• Advanced Technical Support / Technical Project Managers
• Technology, Engineering, Development, Production, and Content teams
• Account Management, Sales, and Program Management
• Supply Chain, warehouse, inventory, and RMA stakeholders
• OEMs, hardware manufacturers, CMS/platform providers, network partners, and third-party service vendors
• Client technology, operations, and support teams

Key Performance Indicators

Success in this role will be measured against metrics including but not limited to:

• First-contact or Level 2 resolution rate against approved account targets
• Remote resolution rate against approved account targets
• Mean time to acknowledge, diagnose, and resolve by incident priority and SLA
• Percentage of tickets exceeding SLA or without a documented resolution plan
• Repeat incident rate and reduction in recurring failures
• Proactive incidents identified and resolved before client reporting
• Accuracy, completeness, and timeliness of ticket documentation and client updates
• Backlog health, ticket aging, and closure quality
• Knowledgebase, SOP, and troubleshooting documentation completion and usage
• Team productivity, technical capability growth, engagement, and performance
• Client satisfaction and quality of technical escalation management

Qualifications

• Bachelor's degree in information technology, computer science, engineering, electronics, or a related field preferred; equivalent relevant experience will be considered.
• 5+ years of experience supporting deployed technology, digital signage, AV systems, retail technology, IT operations, field technology, or a comparable technical support environment.
• 2+ years of direct people-management or technical-team leadership experience, including coaching, prioritization, and performance accountability.
• Demonstrated hands-on experience troubleshooting integrated hardware, software, networks, displays, media players, sensors, peripherals, firmware, and content delivery systems.
• Experience managing incidents and service levels within Salesforce Service Cloud, ServiceNow, Zendesk, or a comparable ticketing/CRM platform.
• Working knowledge of TCP/IP networking, Wi-Fi and wired connectivity, HDMI/DisplayPort signal paths, device configuration, remote-access tools, and basic electrical/AV concepts.
• Experience developing troubleshooting documentation, knowledge bases, SOPs, escalation procedures, and root-cause/corrective-action reports.
• Ability to translate technical issues into clear business impact, ownership, next steps, and client-facing communication.
• Experience supporting multi-site retail deployments, third-party field-service vendors, warranty/RMA processes, or digital signage platforms is strongly preferred.
• Ability to participate in occasional after-hours escalations and travel to client sites, Outform facilities, or partner locations as business needs require.

Leadership Attributes & Personal Characteristics

• Hands-on technical leader - Willing and able to engage directly in complex troubleshooting while building the team's independent capability.
• Accountable operator - Creates clarity around ownership, deadlines, escalation, and communication; follows issues through to verified resolution.
• Coach and developer - Invests in the technical and professional development of TSEs through feedback, knowledge sharing, and structured learning.
• Calm under pressure - Leads effectively during high-impact incidents, executive escalations, and time-sensitive client situations.
• Process-oriented builder - Converts recurring problems into scalable standards, documentation, workflows, and preventive controls.
• Collaborative communicator - Builds trust across technical and non-technical teams and communicates complex issues clearly without assigning blame.
• Analytical and curious - Uses data, evidence, and root-cause thinking to identify patterns and drive permanent improvement.
• Client-focused - Balances technical rigor, operational feasibility, and the urgency required to protect the in-store customer experience.

Essential Functions

Working conditions are primarily in a normal office or hybrid environment and may include retail stores, warehouses, installation sites, and technical lab or staging areas. While performing the duties of this job, the employee is regularly required to walk