Technical Solutions Manager

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.

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

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

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.

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, sit, stand, use hands to handle tools or equipment, and work for extended periods at a computer and by phone. The employee may occasionally crouch, kneel, climb a step ladder, or lift and move equipment weighing up to 30 pounds. Successful performance requires good eyesight, with or without corrective lenses, and the ability to distinguish connectors, cables, indicators, and display output. Travel up to 25% of the time and occasional after-hours availability for critical incidents are essential functions of this position.

The above information has been designed to indicate the general nature and level of work performed by employees within this classification and may be amended at any time at the sole discretion of the Employer. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.