Technical Services Manager

6 days ago


Houston, Texas, United States Raptor Technologies Full time

We are seeking a highly skilled Technical Services Manager to join our team at Raptor Technologies. This role will play a critical part in overseeing the implementation and support of our hardware products, including RFID readers, license plate cameras, and specialized Linux appliances.

Job Description

About Us

Raptor Technologies is a leading provider of school safety software, partnering with over 60,000 schools in 55 countries to provide integrated visitor, volunteer, attendance, dismissal, emergency management, and safeguarding solutions. Our mission is to protect every child, every school, every day.

About the Role

This Technical Services Manager position requires a strong background in project management, customer service, and technical expertise. You will be responsible for managing the integration, deployment, and operation of our hardware products, as well as providing client support during implementation, configuration, and troubleshooting.

You will work closely with internal teams and contract installers to ensure seamless product delivery. Additionally, you will consult with clients to collect data and information required to customize software and hardware to meet their needs.

The ideal candidate will have experience in Windows & Linux systems administration, IP cameras, PC & Mac hardware configuration, and people management. They must be an excellent problem-solver, able to make good decisions based on analysis, wisdom, experience, and judgment.

A successful Technical Services Manager will take a proactive and consultative approach with customers, employing greater foresight to prepare for future hardware and software product integrations.

Responsibilities:

  • Act as a subject matter expert on all hardware configuration, implementation, troubleshooting, warranties, etc.
  • Provide client support during implementation, configuration, and troubleshooting of hardware
  • Manage the integration, deployment, and operation of Raptor hardware, including RFID readers, license plate cameras (ALPR), and specialized Linux appliances
  • Work efficiently and effectively with multiple internal teams and contract installers
  • Consult with clients following the sale to collect data and other information required to customize software and hardware to meet customer needs
  • Assist the sales team to help customers with hardware selection
  • Develop technical diagrams to help guide internal and external stakeholders through proper installation and support of hardware
  • Communicate with clients throughout the software and hardware integration process to obtain feedback and approval
  • Customize software, hardware and data integrations based on clients' individual needs and specifications (IS integrations, SSO integrations, and Raptor Connect)
  • Identify potential risks with environmental or technical conditions and providing resolutions
  • Update key stakeholders on any deliverable or project milestone completions
  • Travel to client sites as needed to troubleshoot product issues
  • Continuously learn and become an expert on new technologies as the company's product portfolio expands

Qualifications:

  • Bachelor's degree in a Business related or technical field
  • 3+ years of relevant experience in a project management and customer centric role
  • 2+ years of software, hardware, integrations, and networking experience
  • Experience in Windows & Linux systems administration (configuration, troubleshooting & support)
  • Knowledge of IP cameras, preferably Axis cameras
  • PC & Mac Hardware Configuration knowledge
  • 2+ years of people management experience either in a lead or manager capacity
  • Excellent problem-solver; consistently makes good decisions based upon a mixture of analysis, wisdom, experience and judgment
  • Takes a proactive and consultative approach with customers
  • Employs greater foresight in order to prepare for future hardware and software product integrations
  • Excellent deductive reasoning skills
  • Customer centric with strong soft skills
  • Ability and desire to stay up-to-date with current best practices in your areas of expertise
  • Flexible and adaptable to changing priorities
  • Ability to travel up to 25%.

Benefits:

  • Competitive salary: $80,000 - $110,000 per year
  • Remote-first philosophy
  • Flexible paid time off
  • Paid parental leave
  • 11 Paid holidays per year
  • Workplace flexibility
  • Affordable health coverage (medical, dental, vision), paid 100% for employee only medical
  • 401(k) employer contribution to help you plan for the future
  • Company paid life insurance, STD, and LTD
  • Pet insurance

Why Join Raptor Technologies?

We offer a dynamic and supportive work environment that encourages collaboration, innovation, and career growth. As a Technical Services Manager, you will have the opportunity to work with diverse teams, develop your technical expertise, and make a meaningful impact in the education sector.

Diversity and Inclusion:

Raptor Technologies is an equal opportunities employer, committed to diversity, equity, and inclusion. We strive to create a workplace that reflects the diversity of our communities and values the contributions of all employees.



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