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

Amazon•Nashville, TN

About The Position

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. In this role 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), 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.

Requirements

5+ 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
2+ years of customer-facing work, engaging with customer executives, technologists or partners to solve business problems with advanced technologies experience
Bachelor's degree in science, technology, engineering, math, business or equivalent
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

Nice To Haves

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

Responsibilities

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 through directed maintenance programs, FMEA on critical assets, and chronic issue RCCA programs.
Partner with Controls Engineering and Global Reporting and Standards to establish consistent OEE, MTBF, and MTTR metrics for AR technologies, enabling data-driven optimization.
Write effective narratives and present to Senior Managers, Directors, and Vice Presidents, clearly articulating complex technical decisions and potential solutions.