Regional Technical Support Manager

Regional Technical Support Manager

At Everon, we truly believe that our people are the difference for our organization, the customers we serve and the communities we protect. With more than 100 locations, a deep national presence, and comprehensive portfolio of solutions and services, our employees are always poised for career advancement and growth.

Position Summary:

The Regional Technical Support Manager (RTSM) is a regionally positioned member of the Mission Critical Team responsible for providing advanced technical and operational field support across installation and service delivery.

The RTSM provides MCT with an experienced, customer-facing technical resource who can be deployed where technical complexity, execution risk, service conditions, critical project activity, customer visibility, or local resource limitations require additional expertise and onsite leadership.

The position combines hands-on electronic security experience with strong judgment, organization, documentation, communication, and operational awareness. RTSMs are expected to independently assess field conditions, support technical resolution, coordinate effectively with the appropriate teams, and translate onsite conditions into clear and actionable information.

The RTSM works collaboratively across Project Management, Service, Field Operations, Quality, Engineering, Sales, Technical Operations, and MCT leadership. The position supplements rather than replaces established functional ownership and does not assume normal project-management, account-management, or functional-management responsibilities.

RTSM resources are prioritized and deployed through MCT Operations based on customer requirements, technical complexity, operational risk, resource availability, and business need.

Essential Duties & Responsibilities:

Technical Field Execution

• Provide advanced installation and service support across electronic security and integrated system environments.
• Diagnoses, troubleshoots, and supports resolution of complex access control, video surveillance, intrusion detection, and related system issues.
• Support commissioning, system cutovers, project launches, critical milestones, punch-list completion, corrective work, and project-recovery activities.
• Provide technical support for escalated, aging, repeat, or otherwise difficult service conditions.
• Conduct site surveys, technical assessments, pre-installation walks, readiness reviews, and field evaluations.
• Provide temporary technical or field support when local resources are unavailable, insufficient, or require additional MCT expertise.
• Perform productive installation or service activity as assigned while maintaining the flexibility required to respond to changing MCT priorities.

Field Leadership & Problem Resolution

• Serve as an experienced MCT technical presence during complex, high-risk, or high-visibility field activities.
• Quickly establish an accurate understanding of site conditions, technical issues, constraints, resource needs, and required next actions.
• Provide technical guidance and field-level coordination to technicians, Foremen, subcontractors, and other resources during assigned activities.
• Engage appropriate functional resources when issues extend beyond the RTSM's immediate scope or authority.
• Identify conditions that may impact customer commitments, project execution, quality, service performance, or customer satisfaction and communicate those risks promptly.
• Maintain ownership of assigned actions through resolution or documented transition to the appropriate functional owner.
• Support stabilization of installations, service conditions, or customer environments experiencing execution challenges.

Customer & Cross-Functional Engagement

• Represent MCT professionally during onsite customer interactions, technical discussions, escalations, project activities, and service events.
• Communicate technical conditions, findings, risks, corrective actions, and next steps clearly to technical and non-technical stakeholders.
• Participate selectively in project, service, customer, and operational discussions where RTSM technical or field expertise provides value.
• Develop sufficient familiarity with supported customer systems, standards, sites, and technical requirements to operate effectively when deployed.
• Maintain a customer-service mindset while appropriately balancing customer expectations with scope, technical requirements, quality standards, and established processes.
• Work collaboratively with Project Management, Service, Field Operations, Quality, Engineering, Sales, Technical Operations, and MCT leadership.

Quality, Documentation & Handoff

• Accurately document technical findings, site conditions, work performed, deficiencies, risks, constraints, corrective actions, and outstanding requirements.
• Maintain required records of field deployments, installation support, service activity, surveys, assessments, and assigned actions.
• Partner with Quality to investigate deficiencies, identify corrective actions, and support verification of resolution.
• Provide timely visibility to the appropriate stakeholders regarding emerging field risks, recurring issues, resource gaps, or customer concerns.
• Identify recurring technical or field conditions that may indicate broader training, process, quality, or technical improvement opportunities.
• Ensure remaining actions are clearly documented and transitioned to the appropriate functional owner following RTSM involvement.

Operational Support

• Maintain awareness of significant installation, service, and technical activity within the supported region to sufficiently anticipate upcoming support requirements.
• Provide field-level input to MCT Operations regarding technical capability, resource gaps, site conditions, and emerging execution risks.
• Support implementation of MCT standards, processes, technical practices, and continuous-improvement initiatives in the field.
• Share technical knowledge, lessons learned, and customer-specific requirements with field resources and appropriate functional teams.
• Assist MCT leadership with special technical or operational initiatives as business needs require.
• Maintain flexibility to support requirements outside the normally assigned region when MCT priorities warrant.

Desired Qualifications

• 710 years of experience in the electronic security industry.
• 5+ years of hands-on experience with access control, CCTV, and intrusion systems.
• 35 years of field leadership, technical supervision, or team coordination experience.
• 3+ years supporting large-scale commercial, enterprise, or mission-critical projects.
• Proven expertise in system installation, service, commissioning, troubleshooting, and technical support.
• Experience managing customer-facing technical escalations and resolving complex field issues.
• Strong understanding of field operations, quality control, commissioning, and system validation practices.
• Ability to read and interpret scopes of work, drawings, specifications, and technical documentation.
• Demonstrated critical-thinking, troubleshooting, and problem-solving capabilities.
• Effective verbal and written communication skills with the ability to interact professionally with customers and internal teams.
• Ability to independently assess field conditions, prioritize work, and escalate issues appropriately.
• Experience providing technical guidance and influencing field resources in a matrixed environment.
• Proven ability to work independently while managing multiple priorities in a fast-paced organization.
• Proficiency with Microsoft Office and applicable service, project, and operational systems.
• Willingness to travel regionally and nationally as required.
• Experience in data center or mission-critical environments preferred.
• Relevant industry and manufacturer certifications preferred.

Performance Expectations

Regional Technical Support Managers are expected to demonstrate technical credibility, ownership, sound judgment, urgency, professionalism, customer awareness, attention to detail, and disciplined follow-through.

Successful RTSMs can independently enter unfamiliar or challenging field environments, develop an accurate understanding of the technical and operational conditions, engage the appropriate resources, communicate effectively with customers and internal stakeholders, and help move the situation toward resolution.

The RTSM must be equally comfortable performing hands-on technical work, supporting field execution, communicating with a customer, documenting complex conditions, and providing MCT Operations with a clear understanding of what is occurring in the field.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.