Manager or Field QA Assurance

Seeking a Manager of Field Quality Assurance (FQA). This in-office role involves leading a 24/7/365 team responsible for supporting internal departments and field technicians nationwide. The FQA Manager will ensure installation and service work meet high quality standards by providing real-time technical support, developing standards and procedures, managing escalations, and driving process improvements.

This role offers a comprehensive benefits package designed to support its employees. This includes health and wellness coverage such as medical, dental, and vision insurance, alongside financial benefits like a 401(k) retirement plan, often with a company match, and life and disability insurance. Employees can also expect paid time off for vacation, holidays, and sick leave, with potential opportunities for professional development and training to support career growth.

Key responsibilities for the FQA Manager will encompass comprehensive team leadership, including mentoring and managing the round-the-clock FQA team to ensure efficient internal support for field technicians. This involves direct technical oversight, offering real-time assistance and expert guidance to technicians across the country as they navigate installation and service challenges. A significant focus will be on quality assurance, which includes developing and implementing robust standards, procedures, and quality control checklists for new installations to guarantee consistency and proper setup across multiple software applications.

The role also demands strong collaboration and escalation management skills, requiring close work with Technical Support and Customer Experience teams to ensure seamless installations and effective troubleshooting resolution. Furthermore, the FQA Manager will be responsible for field support and training initiatives, ensuring technicians have access to necessary documentation, up-to-date training, and effective troubleshooting resources. Performance monitoring, data analysis, and reporting are also vital components, involving the establishment and tracking of Key Performance Indicators (KPIs) to provide insights that drive service quality improvements and enhance technician efficiency. Finally, the manager will oversee the proper utilization of support systems and recommend improvements to technology and systems as needed.

The ideal candidate will possess a Bachelor's degree or equivalent experience, coupled with a minimum of 3-5 years of experience in field service, technical support, or installation management. Industry-specific knowledge in access control, security systems, SaaS, or similar technology-driven environments is a significant advantage. Proven ability in leading process improvement initiatives within a technical or customer service context, experience with multi-layer ticketing systems, and familiarity with monitoring automation systems for alarm processing are also highly desirable. Strong leadership, exceptional written and verbal communication, proactive problem-solving, and the ability to manage staffing in a 24/7/365 environment are essential interpersonal skills for this role. A deep understanding of access control systems and customer support platforms would be a plus.

Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

At Randstad Digital, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact

Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad Digital offers a comprehensive benefits package, including: medical, prescription, dental, vision, AD&D, and life insurance offerings, short-term disability, and a 401K plan (all benefits are based on eligibility).

This posting is open for thirty (30) days.