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
- Bachelor's degree in computer science, engineering, mathematics or equivalent
- Bachelor's degree in Engineering, Computer Science, or related technical field
- 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
- Experience managing complex support operations with multiple technical disciplines
- Demonstrated ability to analyze technical issues and implement effective solutions
- Strong understanding of mechanical, electrical, and controls systems
- Experience developing and tracking performance metrics in a technical support environment- Master's degree in Engineering, Business Administration, or related field
- Experience with 24/7 support operations in a manufacturing or fulfillment environment
- Experience with EtherCAT communication protocols is desirable
- Background in root cause analysis and problem-solving methodologies
- Experience with spare parts management and logistics
- Strong data analysis skills with the ability to identify trends and opportunities for improvement
- Excellent communication skills with the ability to translate technical concepts to various audiences
- Experience implementing or improving technical support systems and processes
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit
https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.
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.
