Robotics Technical Support Manager

3 weeks ago

Melbourne, Victoria, Australia Amazon Full time
About the Role

We are seeking a highly skilled and experienced Technical Support Manager to join our Amazon Robotics team in Melbourne, Australia. As a Technical Support Manager, you will be responsible for leading a team of technical experts to resolve complex technical issues and maintain Amazon's robotic services, applications, and platforms.

Key Responsibilities:

  • Manage, recruit, interview, hire, coach, and mentor direct reports.
  • Ensure direct reports are up-to-date with company policies, procedures, and regulations, while meeting established productivity targets.
  • Actively work to encourage, motivate, and collaborate direct reports to reach agreed goals, while fulfilling their job responsibilities and obligations.
  • Create and maintain a healthy and positive work culture.
  • Implement, establish, and meet departmental and company goals to improve business outcomes.
  • Identify problem areas and work to implement solutions to effectively resolve them.
  • Evaluate employee performance and systems to identify trends and recommend improvements.
  • Contribute to team efforts as needed to achieve desired results.
  • Act as an escalation point and incident manager during critical high-severity escalations.

Requirements:

  • Bachelor's degree in Computer Science, Information Technology, or related fields.
  • 4+ years of management or direct team leader experience in a similarly complex technical support environment (6+ FTEs).
  • Proven track record in design, implementation, and optimization of metrics, KPIs, SLAs, etc.
  • Ability to analyze processes and information, identify problems and trends, and develop effective solutions and strategies.
  • Proven experience leading high-severity active incident restoration efforts, as a technical authority or Incident Manager.

Preferred Qualifications:

  • 6+ years of relevant technical support management or team leader experience in a diverse complex technical environment.
  • 3+ years of relevant engineer technical support hands-on experience.
  • Relevant industry certification(s) in any broad technical domain (Networking, Telecommunications, Cybersecurity, Cloud Technologies, etc.).
  • Relevant Service/Project Management Certifications may present an advantage (ITIL, etc.).

About Amazon:

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer, and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, disability, age, or other legally protected attributes.

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