Title: Manager of Field Quality Assurance

Locaiton - Bethesda, 5 days a week

Salary - 85K-100K

About The Job

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 improvement, technician support, and quality assurance in service execution.

Work Expectations & Conditions

• Location: Bethesda, MD. In-office position (not hybrid or remote)
• Travel: This role does not require travel
• Salary Range: $85,000- $105,000
  
  

Key Responsibilities Team Leadership

• Manage 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.
  
  

Performance Monitoring/ Data & Reporting

• Establish and track KPls, 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.
  
  

Skills & Qualifications Education

• Bachelor's degree preferred or equivalent experience in 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 systems for alarm processing a plus.
  
  

Interpersonal 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.
  
  

Why choose Addison IT?

• Pay: We negotiate high salaries using U.S. Bureau of Labor Statistics
• Benefits & Bonuses: You are eligible for medical, dental, vision insurance benefits, 401K, and monetary bonuses
• Permanent Employment: Many of Addison’s job openings lead to potential permanent employment
• Connections: You connect directly with hiring managers from renowned organizations
• Options: You are presented multiple employment options near your home
• Professional Development: You are provided hiring process advice, resume revision, and employment term negotiation
  
  

Addison Group is an Equal Opportunity Employer. Addison Group provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state, and local laws. Addison Group complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. Reasonable accommodation is available for qualified individuals with disabilities, upon request.