In-Demand Engineering lead/manager support (autonomous systems) Jobs in Crestmead, Qld

Systems Engineering Lead/Manager - Support (Autonomous Systems)
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Systems Engineering Lead/Manager - Support (Autonomous Systems)

Wenco (a Hitachi Construction Machinery subsidiary)
Eight Mile Plains QLD

Quick Apply

Job Details

Full-time

Qualifications

Knowledge management
Azure
Management
Incident management
Engineering
AWS
Bachelor's degree
ITIL
Systems engineering
Software development
Robotics
Leadership
Communication skills
High availability

Full Job Description

Wenco has R&D offices located in Vancouver, Canada and Brisbane, Australia. This role is based in Brisbane.
Reporting to the Senior Software Engineering Manageer the Support Systems Engineering Manager will lead a specialized team serving as the critical bridge between Wenco's Support organization and Development teams. This role is pivotal in ensuring operational excellence of our Open Autonomy platform and Fleet Management System (FMS) by establishing best practices for high-availability support, driving continuous improvement, and maintaining the highest standards of system reliability.
Key Responsibilities
Team Leadership & Cross-Functional Collaboration

Lead and develop a specialized systems engineering team that serves as the technical liaison between Support and Development organizations
Foster strong collaborative relationships across departments to ensure seamless issue resolution and knowledge transfer for the Open Autonomy platform and FMS
Build and mentor a high-performing team capable of handling complex technical challenges in autonomous mining systems
Coordinate with development teams and internal stakeholders

Incident Management & Technical Excellence

Develop and implement comprehensive best practices for incident management, ensuring rapid response and resolution for high-availability systems
Oversee 24/7 technical support operations by managing on-call schedules, escalation procedures, and critical incident response during non-business hours
Establish robust root cause analysis (RCA) methodologies and lead implementation of RCA best practices within the R&D organization
Create and maintain knowledge management systems, including technical documentation and knowledge articles
Drive systematic problem-solving approaches across the organization
Support a 'build quality in' mindset and culture within the team

Performance Monitoring & Metrics Management

Design and implement comprehensive monitoring systems for support effectiveness metrics including: First Time Fix Rate (FTFR), Time to Resolution/Containment Action, Time to Root Cause identification, Product quality metrics (defect escape rates), Onboarding effectiveness measurements
Extend monitoring capabilities beyond direct team to ensure organization-wide support efficiency
Establish SLA compliance tracking and reporting mechanisms for Open Autonomy and FMS deployments

Quality Analysis & Continuous Improvement

Be relentless in pursuit of continuous improvement
Analyze and report on product quality trends and support effectiveness to senior leadership
Drive continuous improvement initiatives within both Development and Support organizations
Lead change management projects to optimize support processes and tools
Identify and quantify risks within the development and support processes and implement appropriate controls

Process Development & Optimization

Define standards and ways of working to enable growth of a high capability systems engineering team
Design, document, and implement scalable support processes for high-availability autonomous systems
Establish feedback loops between Support, Development, and QA teams
Optimize escalation procedures and technical handoff processes
Develop playbooks for critical incident response specific to autonomous mining operations

Product Development Support

Interface with product management/owners and developers to define and improve requirements and test cases
Provide strategic feedback on product testing methodologies based on field support insights
Support product testing initiatives by leveraging team's operational expertise
Collaborate with the Simulation group to employ simulation capabilities for better customer outcomes
Ensure test scenarios reflect real-world operational challenges in mining environments
Support the product and delivery teams in deriving testable specifications from requirements

Standard Engineering Management Responsibilities

Manage team budget, resource allocation, and capacity planning
Conduct performance reviews and career development planning
Participate in technical architecture reviews and design decisions
Contribute to product roadmap discussions based on support insights
Ensure compliance with engineering standards and best practices
Work with Product Owners and/or stakeholders to help set direction for the team

Qualifications & Skills

Must Have:

Bachelor's Degree in Software, Mechatronics, Systems Engineering or equivalent
5+ years' experience working on complex systems comprised of edge and cloud computing elements, sensing and sensor processing communicating using fixed and wireless networks
2+ years of people management experience in a technical environment
Strong software development background, preferably in Python and C++
Proven experience with high-availability systems and autonomous or robotics platforms
Experience with incident management frameworks (ITIL, SRE practices)
Experience with monitoring and observability tools
Demonstrated ability to work effectively across organizational boundaries
Excellent analytical and problem-solving skills with focus on root cause analysis
Strong written and verbal communication skills
Experience leveraging automation and simulation frameworks for product verification

Nice to Have:

Prior experience with the mining industry and/or mining operational systems such as Fleet Management or Autonomous Equipment
Experience working with cloud environments such as AWS or Azure
Knowledge of Open Autonomy frameworks and autonomous vehicle systems
Experience with data analytics and visualization tools
Six Sigma, Lean, or other process improvement certifications
Experience managing distributed or remote teams
Track record of successful change management initiatives
Experience working in the autonomous vehicle or robotics industry

Eligibility & Travel

Must be eligible to work in Australia
This role may require some international and domestic travel to customers sites or Wenco offices (< 15%)
Occasional travel to mining sites for incident support and system validation

Quick Apply

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engineering lead/manager support (autonomous systems) jobs in crestmead, qld

Systems Engineering Lead/Manager - Support (Autonomous Systems)

Project Manager - Universal Field Robots

Director of Cybersecurity

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