Amazon.com Services LLC
Operations, IT, Support Engineering, Ops Engineering, fulfillment technology and robotics
ManagerTechnicalSupport,OMHSIntegrationandDeployment(I&D)
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“Manager Technical Support, OMHS Integration and Deployment (I&D) at Amazon.com Services LLC. Skills: Technical support, Field service, Team leadership, Controls systems. Lead a team of six engineers. Manage after-market support functions”
What You'll Achieve.
Minimize equipment downtime
Industry & Context.
Troubleshooting; Root cause analysis; Problem-solving methodologies
24/7 hotline support, Field dispatch
What They're Looking For.
Must Have
Bachelor's degree in electrical engineering, computer engineering, or equivalent, 4+ years of technical support experience, Extensive Controls Troubleshooting experience, Familiarity with hardware such as VFD, PLC, Integration between all field devices, 7+ years of experience in technical support, 5+ years of experience leading technical teams, Experience managing complex support operations, Analyze technical issues, Implement effective solutions, Understanding of mechanical, electrical, and controls systems, Experience developing and tracking performance metrics
Nice to Have
Knowledge of Microsoft Office products, Master's degree in Engineering, Business Administration, or related field, Experience with 24/7 support operations, Experience with EtherCAT communication protocols, Background in root cause analysis, Problem-solving methodologies, Experience with spare parts management, Experience with logistics, Data analysis skills, Identify trends and opportunities for improvement, Excellent communication skills, Translate technical concepts to various audiences, Experience implementing technical support systems, Experience improving technical support processes
What You'll Do.
Lead a team of six engineers
Manage after-market support functions
Oversee highly skilled technicians
Establish 24/7 hotline support system
Address technical issues in real-time
Manage field dispatch operations
Provide on-site support
Facilitate procurement and distribution of spare parts
Minimize equipment downtime
Develop metrics to track meantime to recover tickets
Track tickets against established benchmarks
Create systems to collect field issues
Categorize field issues
Provide structured feedback to Engineering
Provide structured feedback to AIT
Identify design opportunities
Implement continuous improvement initiatives
Enhance support efficiency
Enhance support effectiveness
Build relationships with internal stakeholders
Build relationships with external vendors
Maintain relationships with internal stakeholders
Maintain relationships with external vendors
How You'll Work.
Team & Collaboration
Internal stakeholders; External vendors; Engineering teams; AIT teams
Communication Scope
Translate technical concepts
Full Job Description
We are seeking a Senior Manager to lead our After-Market Support team responsible for providing comprehensive technical support for our operations across North America. In this role, you will lead a team of engineers and highly skilled technicians who handle 24/7 hotline support, field dispatch for technical issues, and spares purchase facilitation. Your team will be the critical link between field operations and our Engineering and AIT teams, providing valuable feedback on design opportunities based on field performance data. Note: Candidate can sit out of any office in US. Key job 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 Basic Qualifications: - Bachelor's degree in electrical engineering, computer engineering, or equivalent, or 4+ years of technical support experience - Must have extensive Controls Troubleshooting experience. Familiarity with hardware such as VFD, PLC and the integration between all the field devices. - 7+ years of experience in technical support, field service operations, or related areas - 5+ years of experience leading technical teams - Experie
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