As a Tech, Customer Solutions Mgr, you will be the primary point of contact for internal customers and partners, driving the implementation and continuous improvement of world-class maintenance, repair, and supportability solutions for Amazon's Mechatronics and Sustainable Packaging systems within Amazon’s Fulfillment Centers. You will lead cross-functional engineering and product support teams engaged in continuous improvement initiatives to enhance processes around maintenance and reliability of these systems.
You will own and scale the SME Development program across one of ATP's 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 Customer Solutions Manager scope model into other ATP technology portfolios. 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), IntelliHUB, 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.
Key job responsibilities
Primary responsibilities:
- Lead customer success management for an ATP systems portfolio, partnering with Field RME teams globally to maximize equipment performance, availability, and quality.
- Utilize data analytics, root cause analysis, design of experiments and six sigma methods to improve reliability and availability of critical automation equipment and robotics & mechatronics systems.
- Develop and deliver impactful data-driven analyses, based on equipment failure and downtime data to justify need for change and recommendations.
- Lead Kaizen and process improvement events, including Failure Modes and Effects Analyses (FMEA) to reduce downtime, eliminate errors and defects, and optimize overall equipment performance.
- Engage cross functional teams of maintenance technicians, engineers, product owners and leaders within RME to deliver structured problem solving.
- Design, pilot and implement new preventative maintenance standards, interval adjustments, part replacement cycles, and work instruction streamlining based on granular analysis of reliability (MTBF, MTTR, OEE, etc.) trends across assets.
- Develop automated reporting through advanced SQL and Quicksight to provide RME leadership with actionable insights, trends and analysis around equipment uptime, failures, SLA performance, and other key metrics.
- Provides guidance to maintenance teams and field technicians on equipment maintenance and complex issue troubleshooting and resolution, interacting directly with functions like Engineering, Operations, and Facilities on technical matters.
- This role will require the ability to travel up to 50%.
- Experience in robotics design, automation systems development, control systems design, or related product development
- Experience identifying and maintaining robotics system components
- Experience interpreting, modifying, and developing mechanical and electrical drawings
- Experience with preventive maintenance procedures, industrial electrical, industrial controls, and industrial electronics & robotics
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