Description 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. 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 a Technical Customer Solutions Manager supporting customer success management 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). You will interface with leaders across the field RME Organization to understand challenges and develop solutions. You will support the SME Development program across ATP's technology portfolio, working with certified Subject Matter Expert communities within our scope. To accomplish this, you will partner 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 support 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), support of global support mechanisms, system performance monitoring tools, identification and sharing of best practices, and change management approaches that accelerate adoption. Key job responsibilities - Support customer success management for ATP's Amazon Robotics systems portfolio, partnering with Field RME teams to improve equipment performance, availability, and quality - Contribute to the SME Development program across ATP's technology portfolio, supporting certified Subject Matter Expert communities and developing training content - Support lifecycle management of customer transformation programs for AR systems, contributing to TCPA reduction, MTBF improvements, and MTTR improvements through directed maintenance programs and chronic issue analysis - Partner with Controls Engineering and Global Reporting and Standards to support consistent OEE, MTBF, and MTTR metrics for AR technologies - Develop effective communications and present to Managers and Senior Managers, clearly articulating technical challenges and potential solutions - Apply acceleration frameworks to drive adoption progress across customer accounts - Share CSM best practices and learn to mentor others on the team Basic Qualifications - 3+ years of leading large-scale, technical or engineering programs with a proven record of thought leadership, business case development, realizing customer benefits, and successful program completion experience - 3+ years of work in enterprise IT, either as a vendor, consultant or have prior experience working with or managing technical programs experience - Bachelor's degree in Science, Technology, Engineering, Math, or a related field - Experience in leading large-scale, technical or engineering programs with a proven record of thought leadership, business case development, realizing customer benefits, and successful program completion - Experience in customer-facing roles - Experience leading technical and non-technical transformation project teams with a proven ability to work across broad functional teams - Experience leading large-scale, technical or engineering programs with a proven record of thought leadership, business case development, realizing customer benefits, and successful program completion - Experience leading disciplined technical problem-solving in the reliability engineering space, using structured methodologies including 8D, 5-Why, Fishbone, FMEA, and RCCA Preferred Qualifications - Experience with Amazon Robotics systems (Drive Units, AR Floor/Fiducials, ARSAW/ARSTOW, TASRS systems including ARGOS, TCC 3.0, Sparrow, Vulcan) or similar automated material handling systems - Experience with reliability engineering methodologies and directed maintenance approaches (Failure Mode and Effects Analysis, Root Cause Corrective Action, iAlert, Usage Based Maintenance, Condition Based Monitoring) - Familiarity with TCPA (Total Cost Per Asset), OEE (Overall Equipment Effectiveness), MTBF (Mean Time Between Failures), and MTTR (Mean Time To Repair) metrics and their application to maintenance optimization - Ability to cover complex initiatives from scoping requirements through launch and continuous improvement, demonstrating ownership throughout the full lifecycle Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status. Los Angeles County applicants: Job duties for this position include: work safely and cooperatively with other employees, supervisors, and staff; adhere to standards of excellence despite stressful conditions; communicate effectively and respectfully with employees, supervisors, and staff to ensure exceptional customer service; and follow all federal, state, and local laws and Company policies. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness and professionalism, and safeguard business operations and the Company’s reputation. Pursuant to the Los Angeles County Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. 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. The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits . USA, CA, San Francisco - 151,000.00 - 204,300.00 USD annually USA, FL, Riviera Beach - 131,300.00 - 177,600.00 USD annually USA, MA, Boston - 131,300.00 - 177,600.00 USD annually USA, NY, New York - 144,500.00 - 195,400.00 USD annually USA, TN, Nashville - 124,700.00 - 168,800.00 USD annually USA, TX, Austin - 131,300.00 - 177,600.00 USD annually USA, TX, Irving - 131,300.00 - 177,600.00 USD annually USA, VA, Arlington - 131,300.00 - 177,600.00 USD annually USA, WA, Bellevue - 131,300.00 - 177,600.00 USD annually