Remote Work: No

Overview:

At Zebra, we extend the edge of possibility by shaping the future of work on the front line—reinventing how businesses run and moving society forward.

We are a community of changemakers, innovators and doers who come together to deliver a performance edge to the front line of business. We develop new technologies and create new solutions with partners to help organizations act with greater visibility, connectivity, and intelligence—delivering better experiences for workers and those they serve.

Being a part of Zebra means being seen, heard, valued, and respected as you define your path to a fulfilling career. Here, you'll have opportunities to learn and lead at a leading company, and you can channel your skills towards causes that you and the Zebra community care about, locally, and globally.

Together, we've only begun to define the edge of what's possible—for our people, our customers, and the world.

The Engineering Customer Response Team (ECRT) for Mobile Computing leads the post-release Mechanical/Electrical/Software engineering and Program Management efforts required to sustain the product lifecycle. ECRT is responsible for identifying and resolving engineering defects that are the root cause of systemic critical customer issues. ECRT is also responsible for product redesign in component end-of-life situations, as well as product improvements and cost reduction activities.

The Engineering Customer Response Team (ECRT) for Mobile Computing is looking for a highly experienced Sr Manager Software Engineering with a proven track record in managing the resolution of customers’ complex software/network issues.

Responsibilities:

• Leading 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 (Handheld products, Wearable products, Tablets, Software and Solutions).

• Lead all software engineering sustaining of entire EMC product portfolio of Android Mobile Devices, Windows Mobile devices and Enterprise Software/Solutions.

• A chieve 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:

Minimum 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 of 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 the 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.

Preferred Qualifications

• Extensive expertise in software engineering needs for Zebra products & technologies and their implementation & integration with customer systems.

• Must be an exceptional communicator and global leader who can work effectively, synchronously and asynchronously, across time zones, regions, and cultures.

• Must be able to efficiently operate across multiple time zones.

• Ability to handle multiple competing priorities in a high pressure, fast-paced environment.

• A proven track record of taking ownership and driving resolution of customer issues with a high sense of urgency and ownership.

• Internally recognized leader who exercises judgment within broadly defined practices and policies in selecting methods, techniques, and evaluation criteria for obtaining results.

• Aptitude to quickly grasp complex problems and provide guidance on issue resolution.

• Excellent triaging skills to aid in root cause identification.

• Excellent Problem-solving attitude.

• Excellent Logical reasoning and analytical skills.

  Zebra is an equal opportunity/affirmative action employer committed to a diverse and inclusive workplace All qualified candidates will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identify, national origin, disability and protected veteran status or any other basis prohibited by law. If you are an individual with a disability and need assistance in applying for a position, please contact us at workplace.accommodations@zebra.com. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment.

  Know Your Rights:

  https://www.eeoc.gov/sites/default/files/2022-10/EEOC_KnowYourRights_screen_reader_10_20.pdf

  Conozca sus Derechos:

  https://www.eeoc.gov/sites/default/files/2022-10/22-088_EEOC_KnowYourRightsSp_10_20.pdf

  We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

  Zebra is a federal contractor and is committed to an alcohol and drug free workplace. As a result, all U.S. based employees are subject to the Drug and Alcohol Free Workplace Policy and Procedure.

Zebra Total Rewards includes more than just pay and is structured to meet the needs of our changing global business and evolving talent. We are committed to providing our employees with a benefits program that is comprehensive and competitive – including healthcare, wellness, inclusion networks, and continued learning and development offerings. We offer community service days, in addition to the traditional insurances, compensation, parental leave, employee assistance program and paid time off offerings depending on the country where you work.

Salary: USD 150400.00 - USD 225600.00 Yearly

Salary offered will vary depending on your location, job-related skills, knowledge, and experience.

Additionally, all Zebra roles are eligible for cash incentive programs. For example, sales roles have additional opportunity to earn substantial variable compensation tied to quota achievement. In most other roles, the Zebra annual cash incentive program links Company and individual performance together. Some roles may also be eligible for long-term incentive equity awards.

To protect candidates from falling victim to online fraudulent activity involving fake job postings and employment offers, please be aware our recruiters will always connect with you via @zebra.com (https://www.zebra.com/ap/en.html) email accounts. Applications are only accepted through our applicant tracking system and only accept personal identifying information through that system. Our Talent Acquisition team will not ask for you to provide personal identifying information via e-mail or outside of the system. You can always verify the validity of a job posting or recruiter interaction by contacting us at HRServiceCenter@zebra.com If you are a victim of identity theft contact your local police department.