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