Amazon · 2 weeks ago
Manager Technical Support, OMHS Integration and Deployment (I&D)
Bellevue, WA
Full-time
Onsite
Mid, Senior Level
$129K/yr - $213K/yr
7+ years expAmazon is seeking a Senior Manager to lead their After-Market Support team responsible for providing comprehensive technical support for operations across North America. This role involves managing a team of engineers and technicians to ensure effective support and feedback between field operations and engineering teams.
Artificial Intelligence (AI)DeliveryE-CommerceFoundational AIRetail
Responsibilities
Lead a team of six engineers who manage our after-market support functions across North America
Oversee highly skilled technicians specializing in mechanical, electrical, and controls systems
Establish and maintain a 24/7 hotline support system to address technical issues in real-time
Manage field dispatch operations for on-site support of complex technical problems
Facilitate the procurement and distribution of spare parts to minimize equipment downtime
Develop and implement metrics to track meantime to recover tickets against established benchmarks
Create systems to collect, analyze, and categorize field issues and root causes
Provide structured feedback to Engineering and AIT teams about design opportunities based on field data
Implement continuous improvement initiatives to enhance support efficiency and effectiveness
Build and maintain strong relationships with internal stakeholders and external vendors
Qualification
Required
Bachelor's degree in electrical engineering, computer engineering, or equivalent, or 4+ years of technical support experience
Must have extensive Controls Troubleshooting experience. Familiarity with hardware such as VFD, PLC and the integration between all the field devices
7+ years of experience in technical support, field service operations, or related areas
5+ years of experience leading technical teams
Experience managing complex support operations with multiple technical disciplines
Demonstrated ability to analyze technical issues and implement effective solutions
Strong understanding of mechanical, electrical, and controls systems
Experience developing and tracking performance metrics in a technical support environment
Preferred
Knowledge of Microsoft Office products and applications at an advanced level
Master's degree in Engineering, Business Administration, or related field
Experience with 24/7 support operations in a manufacturing or fulfillment environment
Experience with EtherCAT communication protocols is desirable
Background in root cause analysis and problem-solving methodologies
Experience with spare parts management and logistics
Strong data analysis skills with the ability to identify trends and opportunities for improvement
Excellent communication skills with the ability to translate technical concepts to various audiences
Experience implementing or improving technical support systems and processes
Benefits
Equity
Sign-on payments
Full range of medical, financial, and/or other benefits
Company
Amazon
Amazon is a tech firm with a focus on e-commerce, cloud computing, digital streaming, and artificial intelligence.
10001+ employees
H1B Sponsorship
Amazon has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (22803)
2024 (21175)
2023 (19057)
2022 (24088)
2021 (12233)
2020 (14881)
Funding
Current Stage
Public CompanyTotal Funding
$8.11BKey Investors
AmazonKleiner Perkins
2023-01-03Post Ipo Debt· $8B
2001-07-24Post Ipo Equity· $100M
1997-05-15IPO
Leadership Team
Douglas J. Herrington
CEO, Worldwide Amazon Stores
Werner Vogels
VP & CTO
Recent News
The Motley Fool
2026-01-09
2026-01-08
Company data provided by crunchbase