You are also expected to be able to work independently and with ambiguity in a complex, fast-paced, and high-throughput environment where multi-tasking is required.
If you are not sure that every qualification on the list below describes you exactly, we'd still love to hear from you! At Amazon, we value people with unique backgrounds, experiences, and skillsets. If you’re passionate about this role and want to make an impact on a global scale, please apply!
Key job responsibilities
Manage, recruit, interview, hire, coach and mentor directs.
Ensure directs are up to date with 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. (hold regular 1:1 sessions etc).
Create and maintain a healthy and positive work culture.
Implement, establish and meet departmental and company goals to improve business outcome.
Identify problem areas and works to implement solutions to effectively resolve them.
Evaluate employee performance and systems to identify trends and recommend improvements.
Contributes to team efforts as needed to achieve desired results.
Act as an escalation point and incident manager during critical high severity escalations.
A day in the life
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About the team
ARTS is a global team that works 24/7, 365 day a year to support our operational and engineering teams in warehousing around the world.
We use a follow the sun model to ensure our customers have continuous support no matter their location and time of day.
Our team deal with a broad range of hardware and software issue impacting singular robotic workcells through to large scale incidents.
This is a fast paced, dynamic and highly technical environment for engineers and managers alike.
Bachelor's degree in Computer Science, Computer Engineering or a related technical discipline
Experience in written and verbal communication with the ability to present complex technical information in a clear and concise manner to executives and non-technical leaders
Experience driving projects to improve operations and support-related processes
Experience leading technical support teams
Experience in technical support work, engineering, or an operations environment
4+ years of management or direct team leader experience in a similarly complex technical support environment (6+ FTEs).
Proven experience leading high severity active incident restoration efforts, as a technical authority or Incident Manager.
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)
Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice (https://www.amazon.jobs/en/privacy_page) to know more about how we collect, use and transfer the personal data of our candidates.
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.
