Senior Manager Software Engineering

1 day ago

New York, New York, United States Zebra Technologies Full time
Job Title: Senior Manager Software Engineering

Zebra Technologies is seeking a highly experienced Senior Manager Software Engineering to lead our Engineering Customer Response Team (ECRT) for Mobile Computing. As a key member of our team, you will be responsible for managing the resolution of customers' complex software/network issues and driving engineering support in a global JDM/ODM model of development.

Responsibilities:
  • Lead a global software engineering customer support organization, from building the department to developing it for scalability and sustained growth, with all the people, processes, and strategies optimized towards improving customer-experience.
  • Responsible for engineering talent acquisition, onboarding, training, mentoring, and development required to maintain the broad skillsets required to support the wide array of products and solutions released by all Enterprise Mobile Computing (EMC) business units.
  • Lead all software engineering sustaining of entire EMC product portfolio of Android Mobile Devices, Windows Mobile devices, and Enterprise Software/Solutions.
  • Achieve significant efficiency improvements in (ERT, CRT, CT) in a global engineering support organization Y-o-Y.
  • Develop and implement new solutions to improve processes, reduce costs, and cycle time, and improve customer experience.
  • Drive quality and efficiency improvements into NPI's by strict implementation of Lessons Learned.
  • Establish partnerships and work closely with other Zebra engineering teams - Product Management, Program Management, Systems Engineering, Pre/Post Sales Engineering, Repair Engineering, cross-functional Development Engineering (Mechanical Engineering, Electrical Engineering, Technical Program Management), and Technical Support globally - this enabling timely, innovative, cost-effective, and quality resolutions for customer issues.
  • Acts as the primary interface with senior leaders, stakeholders, and executives on Critical Customer issues.
  • Engineering management of all software resources available to ECRT software projects.
  • Shape the technical and product direction for the Software Engineering support team.
  • Hire and develop great teams, develop strong succession plans for critical resources, and groom future leaders.
  • Strong focus on metrics, technical innovation, and operational excellence.
Qualifications:
  • Bachelor's degree in engineering or related discipline, or equivalent practical experience as a Software Engineer.
  • 12+ years of experience in software development, including engineering customer support in Enterprise Mobile domain spanning Handheld, Tablets, and Wearables verticals with various software and solutions.
  • 6+ years of experience leading Global Engineering Customer Support in Enterprise Mobility domain.
  • Extensive experience in Android, Win Mobile/CE, and Enterprise SW solutions development with the ability to review code and provide technical guidance to engineers for defect identification, root cause analysis, resolution generation, implementation, and roll-out.
  • Extensive escalation management experience and expertise in managing technical customer issues for pre- and post-sales by working with primary customer account and sales organization.
  • Must have proven track record of driving engineering support in a global JDM/ODM model of development.
  • Must have proven track record of achieving significant efficiency improvements in (ERT, CRT, CT) in a global engineering support organization.

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