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 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.

　　The Mechatronics & Sustainable Packaging Customer Experience (MSP CX) team is responsible for providing support to internal fulfillment and transportation network customers that rely on advanced robotics technology to fulfill and ship customer orders.

　　In this highly visible role within the MSP CX team, you will lead a team of technical support engineers supporting a complex matrix of stakeholders working directly with MSP hardware engineers, MSP operational support managers, site operations, and site-level maintenance teams to maximize the performance of advanced robotics systems.

　　Your team is responsible for front line customer support; resolving trouble tickets, responding to inquiries, and escalating safety, reliability, and performance issues. Your team will also develop and improve standard operating procedures, performance metrics, and feedback mechanisms to enable your technical support team to continue to effectively scale. You are also expected to be able to work independently and with ambiguity in a complex, fast-paced, and high-throughput environment where multi-tasking is required.

　　Job Responsibilities:

　　Hire, develop, and grow a team of technical support engineers

　　Develop and improve standard operating procedures, performance metrics, and feedback mechanisms for your team

　　Collaborate with software, hardware, and systems engineering teams to identify, analyze, and resolve issues across the MSP product suite

　　Partner with technology teams to deliver new and innovative products to the customer fulfillment network

　　Create and drive continuous improvement initiatives to improve customer experience and team performance

　　Provide requirements and “voice of the customer” feedback to development and support teams

　　Up to 20% travel required

　　We are open to hiring candidates to work out of one of the following locations:

　　Berlin, BE, DEU

　　Basic Qualifications

　　BS in Engineering (Computer Science, Information Systems or related field)

　　8+ years professional experience in technical support, engineering, or operations environment.

　　5+ years leading technical support teams

　　Experience creating and implementing scalable standard operating procedures, performance metrics, and feedback mechanisms

　　Demonstrated experience implementing projects to improve support-related processes and the technical support experience.

　　Ability to dig into the details of a system or process to solve customer problems

　　Strong problem-solving and analytical skills

　　Demonstrated ability to hire and develop great people

　　Demonstrated ability to deal with adversity and rapidly changing operating conditions while still delivering to expectations

　　Excellent communication skills with the ability to discuss complex technical issues with both technical and non-technical teams

　　Ability to manage multiple high-priority tasks simultaneously

　　Ability to work independently with limited supervision

　　Preferred Qualifications

　　MS in Engineering (Computer Science, Information Systems or related field)

　　Experience in system design or software architecture

　　Technical expertise in one or more areas: Programming/Scripting, Networking, Databases, Systems Administration, Electrical Controls, Robotics, or Automation

　　Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice (https://www.amazon.jobs/en/privacy_page) to know more about how we collect, use and transfer the personal data of our candidates.

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