Manager Technical Support, OMHS Integration and Deployment (I&D)

Amazon; Pisa; Ibrido; EUR 109.000 - 182.000; Tempo pieno

Descrizione del lavoro

A leading tech company is looking for a Senior Manager in Technical Support to lead their After-Market Support team. This role involves overseeing 24/7 technical support, managing a skilled team, and ensuring efficient operations across North America. Candidates should have extensive experience in technical support leadership, controls troubleshooting, and a strong understanding of mechanical and electrical systems. The position offers a competitive salary based on market location, and various employment benefits including flexibility to work across different locations.

Servizi

Comprehensive health benefits

Employee compensation package

Opportunities for advancement

Competenze

• 7+ years of experience in technical support or field service operations.
• 5+ years of experience leading technical teams.
• Strong understanding of mechanical, electrical, and controls systems.

Mansioni

• Lead a team of engineers for technical support across North America.
• Provide 24/7 hotline support for technical issues.
• Develop metrics to track support efficiency.

Conoscenze

Controls Troubleshooting

Technical support experience

Team leadership

Analytical skills

Communication skills

Formazione

Bachelor's degree in electrical/computer engineering or equivalent

Master's degree in Engineering or Business Administration

Strumenti

Microsoft Office

VFD and PLC hardware knowledge

Descrizione del lavoro

Manager Technical Support, OMHS Integration and Deployment (I&D)

Job ID: 3123233 | Amazon.com Services LLC

We are seeking a Senior Manager to lead our After-Market Support team responsible for providing comprehensive technical support for our operations across North America. In this role, you will lead a team of engineers and highly skilled technicians who handle 24/7 hotline support, field dispatch for technical issues, and spares purchase facilitation. Your team will be the critical link between field operations and our Engineering and AIT teams, providing valuable feedback on design opportunities based on field performance data.

Note: Candidate can sit out of any office in US.

Key job responsibilities

• Lead a team of six engineers who manage our after-market support functions across North America
• Oversee highly skilled technicians specializing in mechanical, electrical, and controls systems
• Establish and maintain a 24/7 hotline support system to address technical issues in real-time
• Manage field dispatch operations for on-site support of complex technical problems
• Facilitate the procurement and distribution of spare parts to minimize equipment downtime
• Develop and implement metrics to track meantime to recover tickets against established benchmarks
• Create systems to collect, analyze, and categorize field issues and root causes
• Provide structured feedback to Engineering and AIT teams about design opportunities based on field data
• Implement continuous improvement initiatives to enhance support efficiency and effectiveness
• Build and maintain strong relationships with internal stakeholders and external vendors

Basic Qualifications

• Bachelor's degree in electrical engineering, computer engineering, or equivalent, or 4+ years of technical support experience
• Must have extensive Controls Troubleshooting experience. Familiarity with hardware such as VFD, PLC and the integration between all the field devices.
• 7+ years of experience in technical support, field service operations, or related areas
• 5+ years of experience leading technical teams
• Experience managing complex support operations with multiple technical disciplines
• Demonstrated ability to analyze technical issues and implement effective solutions
• Strong understanding of mechanical, electrical, and controls systems
• Experience developing and tracking performance metrics in a technical support environment

Preferred Qualifications

• Knowledge of Microsoft Office products and applications at an advanced level
• Master's degree in Engineering, Business Administration, or related field
• Experience with 24/7 support operations in a manufacturing or fulfillment environment
• Experience with EtherCAT communication protocols is desirable
• Background in root cause analysis and problem‑solving methodologies
• Experience with spare parts management and logistics
• Strong data analysis skills with the ability to identify trends and opportunities for improvement
• Excellent communication skills with the ability to translate technical concepts to various audiences
• Experience implementing or improving technical support systems and processes

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status. Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $128,600/year in our lowest geographic market up to $212,600/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job‑related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign‑on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.

Posted: December 19, 2025 (Updated about 4 hours ago)