Technical Support Manager, North America

Who We Are

Ocado is a UK based company admitted to trading on the London Stock Exchange (Ticker OCDO). It comprises one of the world's largest dedicated online grocery retailers, operating its own grocery and general merchandise retail businesses under Ocado.com and other specialist shop banners, together with its Ocado Solutions division.

The Ocado Solutions division is responsible for providing Ocado’s innovative advanced robotics technology, known as the Ocado Smart Platform ("OSP"), to our major retailer clients around the world. OSP comprises access to Ocado's physical infrastructure solutions, running highly efficient warehouse operations for the single pick of products, together with the entire end-to-end proprietary software applications and advanced robotics required to operate a world-class online grocery business.

Our unique, proprietary and industry-leading technology is set to transform the shopping experience of consumers around the world. We have partnered with several companies in NA  to help redefine the grocery customer experience through the adoption of the centralized, automated model of online retailing provided by the Ocado Smart Platform.

Come join us as we build our North American team, bringing world-class innovation and technologies to one of the most exciting global markets for e-commerce.

The Technical Support Manager, reporting directly to the Head of Engineering NA, will support the sustainment of process improvement directives by delivering technical training, auditing  compliance and managing document control at NA sites.  Routine skills evaluation of EngOps teams and training of new improvement processes to ensure optimal MHE performance will be the focus of this position.  

This position will require up to 75% travel within North America.

What you'll do:

The Technical Support Manager day-to-day responsibilities include:

• Develop business cases and manage the coordination for cross-site Continuous improvement projects & cost-saving initiatives.
• Lead the NAOI team and provide monthly updates to site stakeholders.
• Support and manage a team of CI Process specialists, managing day-to-day progress, team issues and team development.
• Facilitate the introduction of new processes and equipment at all NA sites.
• Identifying and managing the change and project risks associated with CI activities.
• Work with the operational teams to identify and recommend process improvements.
• Conduct site MHE maintenance audits and provide monthly reports to the REOM. 
• Providing governance, validation and oversight of CMMS (Fiix) assets, management maintenance set-up & compliance within NA Sites. 
• Working closely with transformation leads and programme managers.
• Become part of the Process Community, leveraging relationships across the group.
• Develop strong working relationships with process owners across the business (solutions, technology, engineering, group operations, retail etc).
• Facilitating the development of future state process, business requirements and key performance metrics
• Creation of project documentation as required: process maps, SIPOC, SOPs, process templates etc
• Manage and lead as-is and to-be process mapping with tangible and realistic improvement recommendations in line with our Group operating model design principles
• Leading and facilitating workshops with subject matter experts to design processes, utilizing experience and stakeholders to ensure that solutions are market-leading and fit for purpose
• Generate CI roadmaps with deliverables and timelines for implementation
• Identifying and managing the change and project risks associated with CI activities
• Work with the operational teams to identify and recommend process improvements
• Management of NA site Controls Engineers - coordinate software updates, CRs approval and onsite support requirements.  Liaising with other Regions to ensure a solid 24/7 remote support is provided.  
• Responsible for communication of issues/information to the REOM and SEOMs.
• Create and manage processes for information feedback to the Head of Engineering.
• Facilitate the appointment and training of process owners to ensure a culture of continuous process improvement is maintained.
• Identify gaps in capability required to deliver optimal site performance.
• Developing strong working relationships with process owners across the business.
• Maintain an excellent working knowledge of engineering processes & procedures, as well as technical expertise in line with SOPs and SSOWs.
• Adopt a flexible approach in relation to working hours, location, environment, and task undertaken to fit the needs of the business. 

The Technical Support Manager may be asked to perform tasks as required by management deemed as a reasonable request. This job description is a summary of the typical functions of the role, not an exhaustive or comprehensive list of possible role responsibilities, tasks and duties and is subject to review. The responsibilities, tasks and duties of the job holder might differ from those outlined in the job description and other duties, as assigned, might form part of the job.

If hired, the role will require travel within North America to support training on-site. Some training may require shifting working hours to accommodate rotating shifts on site. 

Who You Are

To qualify for this position, you must meet the following requirements:

• Excellent leadership and management skills with demonstrated solid experience within a similar industry and business function
• Deep understanding of engineering systems and automation., engineering degree desirable
• Project management aptitude
• Strong organizational and communication skills and the ability to work in a multi-disciplined team of varying levels of technical experience.
• Strong ability to prepare, present and share project information to ensure buy in from stakeholders. 
• Skilled in Lean Principles and tools, with demonstrated experience in implementing and maintaining working methods and systems.
• Sound analytical skills, good problem solver.
• Must have a minimum of 1 year experience with Ocado at a facility or relevant experience.
• A Bachelor's degree in Industrial, Electrical or Mechanical engineering with a minimum of three years experience preferred.
• A strong understanding of all engineering processes within Ocado.
• Operational knowledge of the main processes within each work area in line with Safe Systems of Work (SSOW’s). 
• Strong interpersonal skills and excellent relationship building capability with the ability to engage stakeholders across the business.
• Able to resolve conflict.
• Able to work with little supervision, keen to adapt quickly and learn new techniques.
• Knowledge / experience of working with controls, analyzing faults and providing solutions.
• Experience of both reactive and preventative maintenance techniques.
• Good technical ability relating to automation hardware and software. 
• Sound analytical skills with an eye for detail; good problem solving ability and a practical approach.

• Numerate and PC proficient including Google Workspace and MS Office.
• Flexible to working a shift-based pattern including nights and weekends as necessary to deliver training.
• Ability to travel up to 80% of the time for short-periods, some at short-notice.  May require extended travel if the situation warrants.

Physical Activities: 

• Ascending or descending ladders and stairs. 
• Moving between worksites to accomplish tasks in tight and confined spaces. 
• Remaining in a stationary position, often standing or sitting for a prolonged period. 
• Adjusting or moving objects up to 30 pounds in all directions. Work that includes moving objects up to 100 pounds or more. 
• Communicating with others to exchange information. 

Environmental Conditions: 

• Low temperatures and noisy environments. 

Location

You will be based at the customer fulfillment center near the USA or Canada Location. 

For a sense of who we are and what we deliver we invite you to explore online to learn more about Ocado Technology and Ocado Engineering, which directly support the Ocado Solutions division, and take the next step in what will be an amazing career with us.

Learn about our partnership with Kroger:

• Kroger Bets on Robots With Ocado Deal
• Meet Ocado, Kroger’s Newest Weapon in Its Grocery Delivery War with Amazon and Walmart
• Check out this video about our advanced robotics technology

Ocado is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, national origin, gender, religion, age, disability, veteran’s status, or any other classification as required by applicable law.

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