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 Amazon Robotics (AR). We are a smart team of doers that work passionately to apply cutting edge advances in robotics and software to solve real-world challenges that will transform our customers’ experiences in ways we can’t even image yet. We invent new improvements every day. We are Amazon Robotics and we will give you the tools and support you need to invent with us in ways that are rewarding, fulfilling and fun.
In this role, you will help operations leaders maximize the performance of their Amazon Robotics systems. You will be the link between Operations and Amazon Robotics support for your region, consulting with Operations leaders, technical experts, and support partners. As an EU Regional Support Manager (RSM), you’ll establish and leverage mechanisms for monitoring and improving robotic performance, and tailor best practices to local and regional needs. You will ensure standard work, response levers, and escalation paths for AR products are established and executing. You will partner with EU customers, support partners, and engineering teams to identify and implement projects to improve the launch and steady state performance and stability of field-deployed robots. You’ll provide onsite expertise for challenges and escalations in your region impacting site robotics performance. 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:
· Monitoring overall network health, performance, and identifying and resolving trending issues through consultative coaching, support partner engagement, or escalation.
· Dive deep into data and operational or technological issues, provide clear resolution and path forward. Provide consultative support to Operations leaders both in-person and remotely.
· Provide requirements and “voice of the customer” feedback to influence product and technical teams, and support programs to drive long-term mitigation of performance issues and customer needs.
· Actively contribute to and leverage best practices and standards, staying current on both the technology and product to anticipate and prevent unnecessary escalations.
· Help new operations launch successfully through readiness support before launch, and coaching and training post-launch to accelerate ramp-up and mitigate issues.
· Identify and drive improvement projects regionally and to the global AR network through technical and/or operational changes.
· Assist with new product/feature introduction in alignment with the product development organization
- Note this is an individual contributor role

BASIC QUALIFICATIONS

Basic qualifications
· Bachelor’s degree in Engineering, Computer Science, Math, Business and/or relevant experience
· 5+ years related experience
· Strong problem-solving and analytical skills. Knowledge and/or working experience with analytical tools (sql, Excel, tableau)
· Excellent interpersonal and customer-facing skills, with the ability to competently discuss complex technical issues with operations, engineering (software/hardware), and leadership teams
· Ability to manage multiple high-priority tasks simultaneously
· Ability to travel 50-75% of the time.

PREFERRED QUALIFICATIONS

Preferred qualifications
· Masters degree in Engineering and/or MBA.
· Experience with industrial automation and/or mechatronic systems.
· Experience analyzing large data sets. R/Python analytical skills
· Experience in consulting, customer support, or professional services at a technology company
· Experience with Lean, Six Sigma, or other continuous improvement methodologies
· Experience with hardware and/or systems troubleshooting

Amazon.com is an Equal Opportunity-Affirmative Action Employer – Minority / Female / Disability / Veteran / Gender Identity / Sexual Orientation.