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Software and Electronics Operations Manager

The Coca-Cola Company

  • Location: Atlanta, GA - USA
  • Post Date: 1/8/2019
  • Job Type: FULL TIME
  • TRAVEL REQUIRED: 00% - 25%
  • RELOCATION PROVIDED: No
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Job ID: R-22674

Position Overview:

The Software and Electronics Operations Manager is responsible for delivering a reliable, cost effective, and defect free experience to the Freestyle fleet. The position serves as an SME for the Freestyle Operations team. This is delivered through an emphasis on responding to and containing hardware and software escalations as they arise in the field. The role will use customer and service network feedback along, equipment diagnostic data, and component forensics to understand root causes. The role will work closely with engineering team to bring permanent resolution to customers. The specific accountabilities include:

• Resolved field escalation issues related to software, hardware on Freestyle Equipment
• Communicate with key customer teams to provide status updated on engineering activities
• Translate investigations into engineering actionable activities. Work close with software teams on permanganate resolution
• Propose software feature enhancements to improve customer operations and lower service cost
• Provide leadership, coaching, and training to the operations team in this space and act as a primary point of contact to the engineering software team.
• Support manufacturing-based escalations

Function Specific Activities:

Key Responsibilities:

  • Resolve field escalation issues related to software, hardware on Freestyle Equipment
  • Communicate with key customer teams to provide status updated on engineering activities
  • Translate investigations into engineering actionable activities.  Work close with software teams on permanganate resolution
  • Propose software feature enhancements to improve customer operations and lower service cost
  • Provide leadership, coaching, and training to the operations team in this space and act as a primary point of contact to the engineering software team.
  • Support manufacturing-based escalations

Minimum Qualifications:

  • Bachelor's Degree in Electrical or Computer Engineering or related engineering field
  • 3+ years of working in technical or field operations in customer facing roles.
  • Six Sigma Black Belt
  • 2+ years' experience with embeded Linux and Java

Preferred Qualifications:

  • 7+ of working in technical or field operations in a customer facing role
  • 2+ years working the Coca-Cola Freestyle ecosystem

Related Experience:

  • Knowledge of Client-Server design and patterns
  • Knowledge of Multi-threading model with Synchronous and Asynchronous communication with timer based and Real-time Event Management
  • Ability to investigate C and C++ software and provide precision fixes
  • Knowledge of CAN, I2C, Ethernet and other embedded protocols 
  • Has worked on software releases end to end including supporting multiple releases in the field
  • Has worked in multiple development life cycle models (example: Scrum, Waterfall)
  • 2+ years of SQL experience
  • Experience working with software logs to identify and resolve field issues
  • Experience presenting to Sr. Leadership and customer teams
  • Experience building alarm and predictive tools to improve performance. 

Technical Skills:

  • General software debugging skills at both embedded and application levels
  • Excellent problem-solving skills including methods such as 8D, DMAIC
  • Ability to understand the impact of solutions to field, operations, customers, and engineering as well as their possible interactions
  • Ability to extract data from databases to support debugging activities
  • Ability to work with multiple database systems to create solutions to improve operations
  • Ability to leverage data for prediction and modeling
  • Ability to communicate effectively with internal and external customers
  • Excellent oral and written communication skills to influence and negotiate with senior leadership
  • Ability to lead a cross functional team to resolve complex issues and drive system improvement

Functional Activities:

  • Leverage data to solve complex level 5 field performance issues around software and hardware
  • Drive resolution of field defects through software development processes
  • Lead development of logging requirements for operations support
  • Work with data engineers on improvement for data structures and tables
  • Support dispenser improvement projects outside of software and hardware that drive customer satisfaction
  • Work with embedded teams to determine advanced diagnostics and data needs to reduce time to repair
  • Develop key reports for lower level support staff be able to self-diagnose field issues

Job Requirements:

Years of Experience:

3-5 Years Experience

Growth Behaviors:

  • GROWTH MINDSET: Demonstrates curiosity. Welcomes failure as a learning opportunity.
  • SMART RISK: Makes bold decisions/recommendations.
  • EXTERNALLY FOCUSED: Understands the upstream and downstream implications of his/her work. Tracks and shares external trends, best practices or ideas.
  • PERFORMANCE DRIVEN AND ACCOUNTABLE: Has high performance standards. Outperforms her/his peers.
  • FAST/AGILE: Removes barriers to move faster. Experiments and adapts. Thrives under pressure and fast pace.
  • EMPOWERED: Brings solutions instead of problems. Challenges the status quo. Has the courage to take an unpopular stance.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state or local protected class. Apply
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