Head of Manufacturing Technical Operations

Texas USA - Remote

Full time

Technical Operations Manager – Fort Worth, TX, United States – On-site

People who care about making things better For Those Who Make The World™. Join our top-notch team of more than 50,000 diverse and high-performing professionals globally who are making their mark on some of the world’s most beloved brands, including DEWALT®, BLACK+DECKER®, CRAFTSMAN®, STANLEY®, CUB CADET®, and HUSTLER®.

As a Technical Operations Manager , you’ll be part of our Smart Storage Team working as an On-site employee. In this role, you will oversee onsite technical service operations across multiple customer locations throughout the United States, serving as a key leader for service delivery, technical issue resolution, team performance, and customer satisfaction.

You will act as the primary point of contact for technical services, guiding onsite technicians and supporting complex software, hardware, and connected-device environments. This role is responsible for driving operational consistency, managing escalations, supporting deployments and upgrades, and ensuring strong service performance across business-critical customer programs. You will also partner cross-functionally with internal teams and customer stakeholders to identify issues, recommend preventive actions, and improve overall service effectiveness.

This role will require travel up to 30% to Fort Worth, TX, Marietta, GA, Palmdale, CA, and other customer or company locations as needed.

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.

Manage onsite deployment of devices, upgrades, and related technical initiatives to ensure successful implementation.

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.

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 travel up to 30% to visit customers and company sites.

Advanced knowledge of SQL Server, including relational databases, queries, data validation, and performance concepts.

Salesforce.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 reporting and analytics tools such as Crystal Reports, Tableau, Power BI, Salesforce, or similar platforms.

Medical, dental, life, vision, wellness program, disability, 401(k), Employee Stock Purchase Plan, paid time off, and tuition reimbursement.

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.

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.

More than a driving force in outdoor power equipment. More than a global leader in industrial. 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.

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. 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. ​

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. 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. Being part of our global company with 60+ brands gives you the chance to grow and develop your skills along multiple career paths.

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. 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).

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.

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 View phone number on click.appcast.io or at View email address on click.appcast.io to volume, we cannot respond to unrelated inquiries about the status of a completed application or resetting an account password.

This employer participates in the Work Opportunity Tax Credit (WOTC) program. If you are a current employee, please navigate to the internal career site to apply.