Field Technical Support Manager

Company description

Field Technical Support Manager Circana is a leading provider of technology, AI, and data solutions for consumer packaged goods companies, manufacturers, and retailers. Our predictive analytics and Liquid Data platform help clients measure market share, uncover consumer behaviour, and drive growthpowered by six decades of expertise and an expansive, high-quality data set. At Circana, we are fueled by our passion for continuous learning and growth, we seek and share feedback freely, and we celebrate victories both big and small in an environment that is flexible and accommodating to our work and personal lives. Were a global company dedicated to fostering inclusivity and belonging. We value and celebrate the unique experiences, cultures, and viewpoints that each individual brings. By embracing a wide range of backgrounds, skills, expertise, and beyond, we create a stronger, more innovative environment for our employees, clients, and communities. With us, you can always bring your full self to work. Join our inclusive, committed team to be a challenger, own outcomes, and stay curious together. Circana is proud to be Certified by Great Place To Work. This prestigious award is based entirely on what current employees say about their experience working at Circana.

Job description

Role Overview Field Technical Support Manager to work in our Field team to manage the deployment, set up and ongoing operation of the Zebra MC2700 hand held devices. The Field Technical Support Manager is responsible for remote technical support for handheld devices used across field operations. This role ensures device uptime, resolves hardware and software issues, manages mobile device lifecycle activities, and partners closely with field teams to improve user experience and operational performance. The role sits within the Field Services team Prepare devices for deployment, including imaging, provisioning, staging, and configuration. Key objective is to ensure continuous cover and effective operation of handheld device in the field. Manage device upgrades, OS patches, firmware updates, and mobile app installations. Track device inventory, replacements, returns, and warranty claims. This position sits within the Field Services Team and focuses on responsibility for the Zebra hand held devices, associated reporting, ScanScape App and Portal. The key objective is to ensure continuous cover and effective operation of the handheld device out in the field. Issuing equipment, setting up and training new starters and real time troubleshooting. Success requires extensive knowledge of the Zebra MC2700, ScanScape Application and associated field tasks.

Job Responsibilities

• Deliver technical assistance during operational disruptions or device-related outages.
• Train and oversee supervisions for field staff on best practices, device handling, and new features.
• Provide cover for store collections as required in South East Area .
• Collect user feedback and partner with US development team to drive product and process improvements.
• Resolve issues related to Wi-Fi, cellular connectivity, VPN, and authentication.
• Collaborate with IT infrastructure teams to ensure stable device network performance in the field.
• Maintain detailed records of incidents, fixes, asset movements, and configuration changes.
• Produce reports on device collection performance, failure trends, and field technical insights.

Required profile Requirements

• Hands on experience of instore field collections.
• Experience supporting handheld or ruggedised mobile devices (Android).
• Experience in troubleshooting training people remotely.
• Strong troubleshooting skills for hardware, mobile OS, and field applications.
• Ability to work independently in field environments and manage multiple priorities.
• Excellent communication and interpersonal skills.
• Travel and flexibility on hours

What we offer

Circana Behaviours Beyond technical skills, experience, and role-specific attributes, these shared behaviours are fundamental to our culture and success. We seek individuals who consistently demonstrate and champion these behaviours in their daily work:

• Stay Curious: Being hungry to learn and grow, always asking the big questions.
• Seek Clarity: Embracing complexity to create clarity and inspire action.
• Own the Outcome: Being accountable for decisions and taking ownership of our choices.
• Centre on the Client: Relentlessly adding value for our customers.
• Be a Challenger: Never complacent, always striving for continuous improvement.
• Champion Inclusivity: Fostering trust in relationships engaging with empathy, respect, and integrity.
• Commit to each other: Contributing to making Circana a great place to work for everyone.

Location: This position can be located in the following area(s): South East (Home Based)