Role Description We are seeking a highly accountable Technical Delivery Lead to support: - Complex project delivery - Escalated troubleshooting - Technical delivery quality - Continuous improvement across our operations The ideal candidate is a reliable technical operator who combines: - Strong troubleshooting ability - Disciplined follow-through - Proactive communication - Customer-focused delivery execution Responsibilities - Lead troubleshooting and resolution of escalated technical issues - Support complex installations and occupied-property deployments - Coordinate with installers, vendors, manufacturers, and project teams to support successful project delivery - Serve as the company’s primary technical escalation resource - Help ensure projects meet Voyager Access technical delivery standards and customer expectations - Maintain ownership of open technical issues until fully resolved and communicated - Track punch-list items, escalations, risks, and unresolved issues proactively - Communicate status updates clearly and professionally - Maintain organized technical notes, delivery documentation, and issue tracking - Surface risks early rather than allowing issues to escalate silently - Support technical QA and vendor onboarding - Build and improve technical standards, documentation, and troubleshooting resources - Identify recurring technical failures, delivery gaps, and process inefficiencies - Recommend improvements that strengthen delivery quality and scalability - Research and test new products, integrations, and software releases Qualifications - 8–15 years in access control, electronic security, low-voltage systems, hospitality technology, or related field-service environments - Direct experience troubleshooting systems in the field - Leading complex installations - Resolving escalated technical issues with customers, vendors, and manufacturers - High technical capability in hardware systems and software/platform troubleshooting - Understanding how those systems interact together in real-world deployments - Highly organized and self-directed - Strong written communicator - Disciplined with follow-through - Calm under pressure - Proactive rather than reactive - Customer-focused while maintaining standards and accountability Location & Travel - Primarily remote - 25–40% travel expected - Preference for candidates in the Midwest, Northeast, or Mid-Atlantic Compensation - Competitive base salary ($95,000–$115,000) plus incentive pay tied to individual results - Flexible work from home options available Benefits - Incentive Pay - Retirement - Holiday Pay - 401(k) - Health insurance - Paid time off

• Lead the development of project plans, timelines, and budgets in collaboration with stakeholders, ensuring alignment with client objectives and business requirements • Own end-to-end delivery from kickoff through deployment, ensuring predictable outcomes. Build and manage integrated, dependency-driven project plans with clear critical path, ownership, and milestones. • Monitor project progress and proactively identify risks in advance and drive mitigation actions to maintain schedule, scope, and budget alignment. • Manage project financials and scope with discipline, including tracking against budget, identifying variances, and driving structured change control. Ensure all scope changes are documented, approved, and aligned to business and contractual expectations. Make informed tradeoff recommendations for balancing timeline, cost, and feature delivery. • Proactively manage stakeholder expectations and influence outcomes across Client Services, Product, and Technology. • Serve as a primary point of contact for clients, establishing and maintaining strong relationships to understand their needs, expectations, and concerns. • Communicate effectively with internal and external stakeholders, providing regular updates on project status, risks, and issues. • Lead decision-oriented stakeholder forums that drive alignment and assign clear accountability. Translate complex delivery details into concise, executive-ready narratives, including risks, tradeoffs, and required decisions. • Lead cross-functional project teams, providing direction, guidance, and support to team members throughout the project lifecycle. • Foster a collaborative team environment, promoting communication, teamwork, and accountability to achieve project goals. • Coach and mentor junior project managers and team members, fostering their professional growth and development • Ensure the quality of project deliverables meets or exceeds client expectations and industry standards. • Proactively identify and assess project risks and issues, developing and implementing risk mitigation and contingency plans as needed. • Conduct regular project reviews and audits to monitor compliance with project management processes and best practices. • Identify opportunities for process improvements and efficiency gains within the project management office. • Lead lessons learned sessions at the conclusion of projects to capture key insights and best practices for future initiatives. • Contribute to the development and refinement of project management methodologies, tools, and templates.

• Own daily Kanban board health for support and delivery operations. • Maintain visibility into intake, backlog, active work, blockers, aging items, dependencies, and completed work. • Coordinate routine technical support work across platform, product, engineering, and support stakeholders. • Help capture, triage, categorize, and route incoming support requests. • Facilitate standups, Kanban reviews, backlog refinement, weekly planning, and status checkpoints.

• Serve as a trusted partner and primary point of contact for enterprise customers throughout the project lifecycle. • Build strong relationships with multinational, multi-billion-dollar organizations through professionalism, communication, accountability, and consistent execution. • Lead customer-facing meetings, presentations, executive updates, and project reviews with confidence and clarity. • Develop and manage comprehensive project plans, timelines, milestones, deliverables, and resource coordination across multiple concurrent projects. • Ensure projects are delivered on time, within scope, and aligned to customer expectations and business objectives. • Coordinate cross-functional teams to ensure alignment, accountability, and successful execution. • Track project risks, dependencies, action items, and deliverables while proactively identifying solutions and mitigation strategies. • Adapt project plans and priorities as business needs and customer requirements evolve. • Provide consistent, professional communication to internal leadership teams and external customer stakeholders. • Prepare and present project status reports, executive summaries, timelines, and risk assessments. • Facilitate project meetings, drive action items, and maintain momentum across teams and stakeholders. • Build alignment and trust across departments, customers, and executive leadership. • Ensure project documentation, deliverables, and communications are organized, accurate, and accessible. • Maintain a strong focus on customer satisfaction, execution quality, and continuous improvement. • Support process optimization and operational efficiencies through modern tools, automation, and AI-enabled workflows where appropriate. • Opportunity to help drive Tillster’s evolution into an AI First/Native company focused on innovation, automation, and intelligent customer experiences.