Field Technology Operations Manager

About the role

This is a hands-on program management role for someone who is equally comfortable in a network closet and a cross-functional planning meeting. The role sits within Operations and serves as the connective tissue between our field teams, product, and engineering. You will own the health of our deployed hardware fleet, lead technical troubleshooting in the field and remotely, and translate what you see in the real world into product improvements that make ARC better for our clients and their workers.

Responsibilities

• Translate field observations into actionable hardware and software improvements
• Coordinate with the IT & Network Operations Manager on client network requirements during installs; escalate connectivity issues that require client IT engagement
• Ensure ARC units connect reliably to client networks at installation — WiFi, ethernet, cellular, and hardwired configurations
• Work alongside the Head of Field Services to keep the fleet functional; step in as an advanced technical resource when standard support isn’t enough
• Partner with Product and Engineering to investigate and resolve systemic field failures, working directly with SRE and developers
• Manage hardware and software testing in the field and document findings in a structured way that drives prioritization
• Build and maintain dashboards that track fleet health and surface issues before they become client problems
• Use data to prioritize field issues and communicate trade-offs clearly to internal stakeholders

Candidate qualifications

• 3+ years of experience remotely managing a fleet of hardware products
• 1+ years on a cross-functional team translating operational needs into technical product improvements
• Hands-on experience with hardware products that have mechanical and electrical components
• Comfortable using power tools and performing physical hardware installation and troubleshooting
• Experience with project management tools and methodologies

Preferred qualifications

• 3+ years on a cross-functional team translating operational needs into technical product improvements
• Strong working knowledge of WiFi, ethernet, hardwired, cellular networking, router configuration, and firewalls
• 4-year degree in supply chain management, industrial engineering, or a related technical field
• Familiarity with information security certifications such as ISO 27001 or SOC II
• Project Management Professional (PMP) certification or equivalent
• Experience with Trello, Jira, or similar project management platforms