CENTEGIX® is the leader in rapid incident response safety solutions, protecting more than 18 million people across 18,000+ locations in all 50 states. The CENTEGIX Safety Platform®, including CrisisAlert™ wearable panic buttons, Safety Blueprint® critical incident mapping, Visitor Management, and Reunification, gives organizations the tools to plan for and respond to any emergency, from the everyday to the extreme. CENTEGIX serves K-12 and higher education, healthcare, government, commercial, and public safety organizations nationwide.
Purpose
As the Manager, Technical Operations at CENTEGIX, you will drive a seamless hardware provisioning, configuration, and deployment experience. You will lead the Technical Operations Team, empowering our customers, on-site Field Engineers, and installation partners to ensure successful, efficient deployments, ultimately contributing to a world-class customer onboarding experience.
Position Responsibilities
- Team Leadership & Performance Management: Supervise, mentor, and develop a team of Technical Operations Engineers and Mapping Specialists. Assign work, set clear performance goals, and monitor departmental KPIs. Oversee product and tools training, fostering a culture of accountability and continuous development.
- Operational Strategy & Workflow Efficiency: Build and implement the strategic framework for the Technical Operations team to ensure long-term scalability. Identify and resolve bottlenecks in provisioning, mapping, and scheduling workflows to improve the timeline from order acceptance to on-site deployment.
- Service Provisioning: Oversee provisioning of the hardware and software components of the CENTEGIX Safety Platform, including CrisisAlert™, Safety Blueprint, and Visitor Management solutions. Ensure core equipment is installed and certified efficiently to allow successful on-site installations.
- Technical Support: Serve as the primary technical escalation point for internal Field Engineers and external installation partners actively on-site. Ensure SOPs are thorough and up-to-date, and that the engineers possess the knowledge to diagnose issues and the confidence to follow them through to resolution.
- Mapping & Data Integrity: Manage Mapping Specialists to ensure Safety Blueprint maps are created accurately using Geographic Information Systems (GIS). Perform QA to ensure map data accuracy. Implement data-driven dashboards to track operational KPIs and scheduling accuracy.
- Cross-Functional Collaboration: Partner closely with Sales, Customer Success, Project Management, Field Services, Operations, and Supply Chain to align operational capabilities with business objectives and resolve obstacles impacting delivery target dates.
- Training & Documentation: Develop and maintain comprehensive technical documentation, including user guides and knowledge base articles. Conduct training sessions (in-person and remote) to educate on system functionality and best practices.
- Continuous Learning: Stay up-to-date with the latest technological advancements, industry trends, and best practices in safety and emergency response systems.
