Manager Technical Support, OMHS Integration and Deployment (I&D)

Job Description

Locations

• United States, TN, Nashville, Nashville, TN, United States
• United States, WA, Bellevue, Bellevue, WA, United States
• United States, VA, Arlington, Arlington, VA, United States
• United States, MA, North Reading, North Reading, MA, United States

Salary

Salary not disclosed

Skills Required

• - Must have extensive Controls Troubleshooting experience. Familiarity with hardware such as VFD, PLC and the integration between all the field devices.intermediate
• - 7+ years of experience in technical support, field service operations, or related areasintermediate
• - 5+ years of experience leading technical teamsintermediate
• - Experience managing complex support operations with multiple technical disciplinesintermediate
• - Experience developing and tracking performance metrics in a technical support environmentintermediate

Required Qualifications

• - Bachelor's degree in computer science, engineering, mathematics or equivalent (degree in computer science)
• - Bachelor's degree in Engineering, Computer Science, or related technical field (degree in engineering)
• - Must have extensive Controls Troubleshooting experience. Familiarity with hardware such as VFD, PLC and the integration between all the field devices. (experience)
• - 7+ years of experience in technical support, field service operations, or related areas (experience, 7 years)
• - 5+ years of experience leading technical teams (experience, 5 years)
• - Experience managing complex support operations with multiple technical disciplines (experience)
• - Demonstrated ability to analyze technical issues and implement effective solutions (experience)
• - Strong understanding of mechanical, electrical, and controls systems (experience)
• - Experience developing and tracking performance metrics in a technical support environment (experience)

Preferred Qualifications

• - Master's degree in Engineering, Business Administration, or related field (degree in engineering)
• - Experience with 24/7 support operations in a manufacturing or fulfillment environment (experience)
• - Experience with EtherCAT communication protocols is desirable (experience)
• - Background in root cause analysis and problem-solving methodologies (experience)
• - Experience with spare parts management and logistics (experience)
• - Strong data analysis skills with the ability to identify trends and opportunities for improvement (experience)
• - Excellent communication skills with the ability to translate technical concepts to various audiences (experience)
• - Experience implementing or improving technical support systems and processes (experience)
• Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $128,600/year in our lowest geographic market up to $212,600/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site. (experience)

Responsibilities

• - Lead a team of six engineers who manage our after-market support functions across North America
• - Oversee highly skilled technicians specializing in mechanical, electrical, and controls systems
• - Establish and maintain a 24/7 hotline support system to address technical issues in real-time
• - Manage field dispatch operations for on-site support of complex technical problems
• - Facilitate the procurement and distribution of spare parts to minimize equipment downtime
• - Develop and implement metrics to track meantime to recover tickets against established benchmarks
• - Create systems to collect, analyze, and categorize field issues and root causes
• - Provide structured feedback to Engineering and AIT teams about design opportunities based on field data
• - Implement continuous improvement initiatives to enhance support efficiency and effectiveness
• - Build and maintain strong relationships with internal stakeholders and external vendors

Documents

• Accommodations Information (web)
• https://www.aboutamazon.com/workplace/employee-benefits (web)

Application Instructions

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