Regional Support Manager - North Reading, MA3.6

Job Description
Are you inspired by invention? Is collaborative problem solving in your DNA? Does having impact excite you? If you answer “yes” to these questions, you’ll fit right in here at Amazon Robotics. We are a smart team of doers who work passionately to apply cutting edge advances in robotics and software to solve real-world challenges that transform our customers’ experiences.

In this role, you will work directly with our customers at Amazon Fulfillment Centers, functioning as a technical consultant and end-to-end system expert. You will act as the primary communication link between FC Operations and AR for a given region of the network. The Regional Support Manager guides Fulfillment Center Operations to ensure that our end-users are maximizing the value of their robotic systems by serving as the subject matter expert in system functionality, operational best practices, performance, and AR technology. You will work to ensure optimal robotic system health and performance by diving deep into the technology to track and diagnose issues, while engaging the correct teams to address them. You will play a key role in coordination of support during peak demand seasons within AR for their respective sites. As the conduit from the FC back to AR, the support manager will work closely with AR Product Management to influence the product by reporting on and prioritizing enhancements and issues from the field. You will work cross functionally to aid support of new product roll outs and experimentations in their region. You are also expected to work independently and with ambiguity in a complex, fast-paced, and high-throughput environment where multi-tasking is required. Responsibilities include:

  • Responsible for health, performance, and relationship with the Fulfillment Centers in a regional hub
  • Provide local site presence and maintain working relationships with senior management and other on-site teams
  • Act as an on-site escalation point for region related issues or any complex issues that potentially span multiple external and internal organizations
  • Monitor system performance and associated support needs to provide customer feedback to the product team
  • Dive deep into operational and technological issues, providing clear resolution and path forward to all levels of management
  • Actively contribute to and leverage best practices and standards, staying current on both the technology and product to anticipate and prevent unnecessary escalations
  • Own investigation and resolution of customer questions and issues at various levels of complexity and customer impact, escalating where necessary
  • Provide regular status updates to management teams on escalated customer issues
  • Work with Support Engineers to ensure processes are effective and efficient for resolving customer issues
  • Identify problems and formulate solutions in product, technology, and process improvements
  • Assist with new product/feature introduction in alignment with the product development organization
  • Collaborate with Software, Hardware and System Performance Engineering teams to solve critical software issues
  • Work with Fulfillment Center Operations team to provide technical guidance and troubleshoot operational challenges
  • Develop training documentation and mentor other team members
  • Drive the development of automation tools to reduce failures and manual task execution, therefore improving overall application performance and availability
Basic Qualifications
  • Bachelor’s degree in Engineering and/or relevant experience
  • Strong problem-solving and analytical skills
  • Excellent interpersonal and customer-facing skills, with the ability to competently discuss complex technical issues with software, operations, and leadership teams
  • Ability to manage multiple high-priority tasks simultaneously
  • Knowledge and/or working experience with Relational Database Management Systems (MySQL, Oracle)
  • Knowledge and/or working experience with Linux (RHEL, Ubuntu)
Preferred Qualifications
  • Unix/Python Shell Scripting skills
  • Experience in professional services at a technology company
  • Experience with hardware and solutions troubleshooting
  • Knowledge and/or working experience with networking
  • An understanding of AWS or other cloud technologies
  • Demonstrable software development experience utilizing a high-level programming language (Java, C++) is an Equal Opportunity-Affirmative Action Employer – Minority / Female / Disability / Veteran / Gender Identity / Sexual Orientation.