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Field Services Manager

Field Services Manager

SharetecFort Wayne, IN, US
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Job Description

Job Description

Description :

Sharetec is looking for a Field Services Manager to join our team!

At Sharetec, we believe in the talent of our workforce. We have the opportunity to make millions of peoples' lives easier by developing innovative solutions for credit unions and their members to utilize on a daily basis. Not only do our customers rely on us to deliver powerful technology, but they also count on us to be a caring partner in their business.

About the Role :

We’re seeking an experienced Field Services Manager to lead our technical support team of programmers responsible for resolving high-complexity, post-deployment software issues escalated from our support and services groups. This leader will bring a balance of people management skills and deep software support expertise. You’ll play a critical role in scaling our support operations by strengthening processes, improving resolution efficiency, and serving as a key partner to Product, Engineering, and Customer Success.

This role is central to Customer Success and ensures escalated software issues are resolved quickly, consistently, and with a strong focus on the customer experience.

This is a full-time, exempt, remote position. We can only consider employees who reside in one of the states listed below.

As a Field Services Manager, you will :

  • Lead and develop a team of Field Services programmers focused on resolving escalated, high-complexity software issues.
  • Establish and maintain best practices for case handling, documentation, and escalation, ensuring a consistent and high-quality customer experience.
  • Partner closely with Product, Engineering, and Support teams to identify root causes, implement systemic improvements, and provide feedback for product enhancements.
  • Introduce tools and workflows to foster knowledge sharing, improve case resolution efficiency, and enable technical growth within the team.
  • Define and track performance metrics to ensure timely, accurate resolutions and drive operational improvements.
  • Oversee onboarding, process evolution, and knowledge management to scale team capabilities effectively.
  • Provide coaching and mentoring tailored to team members’ strengths and development goals.

You should have :

  • 5+ years of experience in software support or technical operations, including 2+ years directly managing technical teams.
  • Strong software troubleshooting skills, including log analysis and understanding system behaviors.
  • Proven experience leading teams through change and building new processes following organizational shifts.
  • Familiarity with ticketing systems such as Salesforce, Jira, or similar platforms.
  • Excellent communication skills, with the ability to clearly document technical work and collaborate across teams.

    • Additional skills and experience that would be valuable :

  • Experience in fintech, SaaS, or enterprise software environments.
  • Knowledge of credit union operations or core processing platforms.
  • Experience in customer-facing technical roles.

    • Who will love this job :

  • Problem-Solving Champion : You thrive on tackling complex technical challenges and delivering practical solutions that directly improve the customer experience.
  • Team Builder : You enjoy mentoring and developing technical teams, creating an environment of growth, collaboration, and shared success.
  • Process Improver : You are energized by streamlining workflows, defining best practices, and introducing tools to help teams scale and succeed.
  • Cross-Functional Collaborator : You build strong relationships across departments and value creating feedback loops to drive continuous improvement.
  • Customer Advocate : You are driven by helping customers succeed and take pride in resolving issues that keep them running smoothly.

    • Why Sharetec

    Acquired by Evergreen Financial Technology Group (EFTG) in late 2020, Sharetec is rapidly growing and expanding into new markets. We’re a team of dedicated individuals who stop at nothing to achieve success and we have fun doing it! From baseball games to food truck outings, trivia nights to virtual escape rooms, we love to celebrate together.

    We offer a robust benefits package, including competitive salaries, medical, dental, vision, life and disability coverage, Paid Time Off (PTO), paid holidays — including your birthday off! — a $1,000 employee referral program, 401(k) and 401(k) matching.

    Sharetec is an equal opportunity employer.

    REMOTE CANDIDATES : This position is open to candidates residing in the following states : Alabama, Arizona, Colorado, Florida, Georgia, Idaho, Illinois, Indiana, Iowa, Kentucky, Maine, Maryland, Massachusetts, Michigan, Minnesota, Mississippi, Missouri, Montana, Nevada, New Hampshire, New Mexico, New York, North Carolina, North Dakota, Ohio, Oklahoma, Oregon, Pennsylvania, South Carolina, Tennessee, Texas, Utah, Virginia, Washington, West Virginia, and Wisconsin. We cannot consider candidates who reside in other states at this time.

    Keywords : Software Support Manager, Field Services Manager, Tier 3 Support, Escalations Manager, Technical Support Manager, SaaS Support, Fintech Support, Credit Union Software, Customer Success, Post-Deployment Support, Application Support Manager, Software Troubleshooting, Technical Operations Manager, Enterprise Software Support, Software Implementation Support, Support Team Lead, Software Escalation Support, Core Processing Platforms, Technical People Manager, SaaS Customer Support

    Requirements :

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    Field Service Manager • Fort Wayne, IN, US