Senior Support People Manager, Mechatronics & Sustainable Packaging Customer Experience
We are shaping the future. If you seek an iterative fast-paced environment where you can drive innovation, apply cutting-edge technologies to solve large-scale real-world challenges, and provide visible benefits to end-users, this is your opportunity.
Come work on the Amazon Robotics –& Sustainable Packaging (MSP) Team
We are looking for a Senior Manager MSP Support who will lead a team of 25+ employees across Europe supporting the availability, quality, and performance of MSP solutions in the field across the European network through technical Mechatronics understanding, process optimization, and variance reduction. This person will partner with the Launch & Deployment Teams to ensure successful Go-Live of new solutions, and with internal customers (Operations, Maintenance, Process, OpsEngineering, etc.) to ensure solutions in the field meet the business goals.
The primary role of the MSP team is to drive future innovation across all aspects of Mechatronics and Packaging, across industrial hardware/control machines such as robotic cells, autonomous vehicles, sortation, packing technologies, and packaging materials. We drive strategic partnerships with key stakeholders such as Operations, RME, ACES, Supply Chain, Transportation, WW Design, etc. to ensure we deliver robust products that effectively integrate into the Amazon Fulfillment network.
Key Responsibilities:
* Lead and engage a team of >25 highly trained employees across Europe.
* Troubleshoot integration constraints that hinder availability, quality, and performance of MSP solutions.
* Drive compliance by maximizing asset utilization, balancing flows, and driving process integration.
* Raise continuous improvement requirements to retain critical metrics above target.
* Participate in product testing in the field to increase utilization and reliability of field solutions.
* Identify and analyze issues, bugs, defects, and other problems; recommend and facilitate solutions to these issues.
* Connect with internal customers (Operations, RME, ACES, PE, OpsEng, WWDE, etc.), review client, customer, and user feedback.
* Identify operational and RME benchmarks and standardize them across the EU network.
* Drive global alignment with the NA counterparts ensuring a WW MSP support vision.
* Maintain compliance with federal, state, local, and organizational laws, regulations, guidelines, and policies.
Minimum Requirements:
* Bachelor's degree (BS)
* Proven experience leading or managing large cross-functional teams with maintenance, testing, operation, and process integration expertise.
* Proven experience in fulfillment systems with storage equipment, material handling systems, automated sortation systems, and related automation equipment.
* Excellent time management skills with a proven ability to meet deadlines.
* Strong analytical and problem-solving skills.
* Proven experience using business/technical software like MS Excel and MS Project.
* Ability to travel up to 75% to business locations and project sites.
* Experience with complex automated material handling equipment, packaging technologies, and systems including robotics and high-speed manufacturing.
* Strong communication skills to coordinate with team members, operations, and management.
* Project management skills to initiate and complete projects successfully.