Sr. Tech Solutions Mgr, ATP, Technologies Portfolio, RME

Overview

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 the Global Reliability Maintenance Engineering (RME) Central Team. We are a smart team of doers who work passionately to apply advances in reliability engineering, mechatronics and robotics, to solve real-world challenges that will transform our customers’ experiences in ways we can’t even imagine yet.

The Amazon Technologies Portfolio (ATP) Team supports a suite of advanced robotics and mechatronics technologies deployed globally to fulfill and ship customer orders. The team is responsible for the reliability and lifecycle management of these products post deployment, distributed across five major categories:
Robotic Work Cells, Pack Automation, Sortation Automation, Amazon Robotics (AR), and Specialty Automation Technologies.

In this role, you will serve as the team’s Senior Technical Customer Solutions Manager leading the customer success management scope for our Amazon Robotics Systems portfolio, which includes Drive Units, AR Floor/Fiducials and emerging technologies like TASRS systems (ARGOS, TCC 3.0, Sparrow TCON, Vulcan Stow, Vulcan Pick), interfacing with Sr. leaders across the field RME Organization to understand challenges and develop solutions to these.

You will also serve as our team’s STL for our CSMs. Additionally, you will own and scale the SME Development program across ATP’s entire technology portfolio, coordinating the expansion of the certified Subject Matter Expert communities within our scope. A key aspect of this role is defining and executing the long term strategy for expanding the CSM scope model into other ATP technology portfolios beyond AR systems.

You will work with central and field RME leadership to determine how CSM capabilities expand across the portfolio, building a scalable and repeatable framework that balances customer needs with resource constraints.

To accomplish this, you will drive strategic partnerships with key stakeholders including Field RME teams globally, Mechatronics and Sustainable Packaging (MSP), Process Engineering, Supply Chain, World-Wide Design, Controls Engineering (CE), Global Reporting and Standards (GRS), Amazon Product Management (APM), Intelli

HUB, RME Learning Experience (RLX), and other RME Central Teams. You will deliver robust lifecycle management approaches that are scalable, reduce manual work, and overall reduce the Total Cost Per Asset (TCPA) of these products. You will accomplish this through the use of statistics and data analytics, structured problem solving (5-Why’s, 8D, FMEA, RCCA), implementation of global support mechanisms, system performance monitoring tools, identification and dissemination of best practices, and change management approaches that accelerate adoption.

In this role, you will develop and implement standard operating procedures, performance metrics (TCPA, MTBF, MTTR), and feedback mechanisms to enable the maintenance programs for these assets to effectively scale.

• Lead customer success management for ATP’s Amazon Robotics systems portfolio, partnering with Field RME teams globally to maximize equipment performance, availability, and quality.
• Serve as STL/informal leader for two Customer Solutions Managers, providing mentorship, technical guidance, and career development to accelerate their impact on customer outcomes.
• Own and scale the SME Development program across ATP’s entire technology portfolio, coordinating certified Subject Matter Expert communities, developing training content, and driving adoption of Scenario Based Troubleshooting approaches.
• Define and execute strategy for expanding the Customer Solutions Manager model into Pack Automation, Sort Automation, Specialty Automation, and Robotic Work Cells portfolios, building a scalable framework that aligns with ATP’s Active vs Passive Support model.
• Manage lifecycle of complex customer transformation programs for AR systems, driving measurable impact on TCPA reduction, MTBF improvements, and MTTR improvements…