Head of Global Technical Support in North Reading, Massachusetts

Amazon is looking for a senior leader of the Amazon Robotics Technical Support (ARTS) group. ARTS is a global team, comprised of highly skilled engineers and managers in the US and Europe. The group is responsible for the performance and reliability of the most advanced robotic systems supporting Amazon’s core business. This is a critical leadership role with significant visibility and impact.

In this role, you will have full ownership of the Technical Support function. You will drive long-term strategy, execute on plans, develop processes and partnerships, maintain internal customer relationships, build a talent strategy and guide, mentor and coach individuals and leaders. You will champion data-driven decision making and be passionate about improving the metrics for your business.

  • 7+ years’ experience managing technical teams

  • Experience managing managers in a large organization

  • Functional experience in a Technical Services or Support role

  • Demonstrated ability to attract, develop and retain top talent

  • Strong written and verbal communication skills

  • Ability to travel up to 25%

  • A Bachelor’s degree or equivalent from an accredited university

  • Strong operational, analytical, technical and relational skills

  • Process and workflow development experience

  • Experience with traditional support systems, including case management, knowledge base and problem management.

  • Ability to handle changing priorities in a fast-paced environment

  • MBA or Masters’ Degree in a technical discipline

AMZR Req ID: 586066

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