Manager of Field Quality Assurance (FOA)

The Manager of Field Quality Assurance (FQA) leads a team responsible for supporting internal departments and field technicians nationwide. This role ensures that installation and service work meet quality standards, providing real-time technical support to Field Operations and the Customer Experience teams. The Manager of FQA will focus on process improvements, technician support, and quality assurance in service execution.

Applicants must be willing to submit to a drug screening and criminal background check. EOE/M/F/V/D-DCJS #11-2294

Location: Bethesda, MD
• Travel: This role does not require travel.
• Salary Range: $85,000-$105,000/year

Team Leadership

• Manager and mentor the 24/7/365 FQA team, ensuring efficient internal support for field technicians.

Technical Oversight

• Provide real-time assistance to technicians nationwide, resolving installation and service challenges.

Quality Assurance

• Develop standards and procedures to enhance service quality and consistency across installations.

Collaboration & Escalation Management

• Work closely with Technical Support and Customer Experience teams to ensure seamless installations and troubleshooting resolution.

Field Support & Training

• Ensure technicians have access to necessary documentation, training, and troubleshooting resources.

Performancce Monitoring/Data & Reporting

• Establish and track KPIs, monitor performance data, providing insights to improve service quality and technician efficiency.
• Establish and document quality control checklist for new installations to ensure proper setup across multiple software applications.

Technology & Systems Oversight

• Ensure proper utilization of support systems, recommending improvements as needed.

Education

• Bachelor's degree preferred or equivalent experience in a technical support or field operations.

Experience

• Minimum 3-5 years of experience in field service, technical support, or installation management.
• Industry knowledge: Access control, security systems, SaaS, or preferred technology-driven environments a plus.
• Proven ability to lead process improvement initiatives, particularly in a technical/customer service environment.
• Experience with a multi-layer ticketing system for processing client requests.
• Experience with monitoring automation system for alarm processing a plus.

Inpersonal Skills

• Excellent written and verbal communication skills for effective collaboration across teams.
• Ability to work independently and proactively to address challenges.
• Strong leadership and team management experience with a proven ability to collaborate across teams.
• Ability to schedule and manage staffing in 24/7/365 environment.
• Strong technical acumen. Deep understanding of access control systems and customer support platforms a plus.
• Exceptional communication and stakeholder management skills.