Amazon.com LLC
Robotics
Manager,CustomerSuccess,RoboticsTechnicalServices
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“Manager, Customer Success, Robotics Technical Services at Amazon.com LLC. Skills: Customer Success, Robotics Systems, Team Leadership. Hire and develop CSM and HSE. Partner with technologists and operations”
What You'll Achieve.
Maximize system performance; Ensure reliable operations
Industry & Context.
Problem-solving; Troubleshooting; Root cause analysis
Up to 75% travel
What They're Looking For.
Must Have
5+ years team leadership, 5+ years customer-facing work, 5+ years leading technical programs, Bachelor's degree STEM, Equivalent industry experience
Nice to Have
7+ years team leadership, MBA degree
What You'll Do.
Hire and develop CSM and HSE
Partner with technologists and operations
Maximize performance of robotics systems
Develop standard operating procedures
Implement performance metrics
Implement feedback mechanisms
Measure reliability and performance
Build working relationships
Identify mechanical issues
Analyze system issues
Resolve system issues
Produce daily reports
Produce weekly reports
Provide customer feedback
Provide on-site support
Implement new systems
How You'll Work.
Team & Collaboration
Product development teams; Site operations teams; Maintenance teams; Engineering teams; Technical support team; Regional support managers
Communication Scope
Voice of the customer
Process & Methodology
Program management
Full Job Description
Are you inspired by invention? Is problem solving through teamwork in your DNA? Do you like the idea of seeing how your work impacts the bigger picture? Answer yes to any of these and you’ll fit right in here at Fulfillment Technologies & Robotics. We are a smart team of doers who work passionately to apply advances in robotics and software to solve real-world challenges that will transform our customers’ experiences in ways we can’t even image yet. The Amazon Robotics (AR) team is responsible for providing support to internal fulfillment network customers that rely on advanced robotics technology to fulfill and ship customer orders. In this role on the Robotics Technical Services team, the Customer Success (CSM) team is the primary link between AR and Operations coaching site leaders on operational best practices, robotics systems and tools. You will hire and develop a team of Customer Success (CSM) and support engineers (HSE) working directly with product development and site-level reliability, maintenance, and engineering teams to maximize the performance of advanced robotics systems. Your team is responsible for being the link between sites and engineers working within the AR organization. We are seeking exceptional candidates who possess a blend of technical and customer-facing skills to successfully support the Amazon Robotic Systems. This job will require a unique combination of flexibility, troubleshooting, creativity, problem-solving skills, drive and ability to travel. As part of this highly visible team, candidates have the opportunity to work closely with Amazon fulfillment and transportation customers to contribute to the successful deployment and reliable operations of the Robotic Systems. Your team will launch new systems, develop and implement support mechanisms, proactively monitor system performance, share best practices, and implement continuous improvement initiatives across Amazon's customer fulfillment network. In this role, you will develop an
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