Jobs via Dice ยท 21 hours ago
Mgr Engineering
United States
Full-time
Remote
Senior Level
$7,967.73/mo - $15,118.26/mo
5+ years expFedEx Logistics provides freight forwarding and import/export services, ensuring operational efficiency and customer satisfaction. The Manager of Engineering is responsible for overseeing support functions, managing incidents, and optimizing workflows to improve service delivery standards.
Computer Software
Responsibilities
Managing Business Level Support arising from Incidents experienced with systems or processes
Oversee day-to-day support functions
Coordinate with internal teams and external partners to resolve service issues
Maintain compliance with international shipping regulations
Monitoring shipment processes
Managing documentation accuracy
Optimizing workflows
Providing guidance to junior staff
Bridging the gap between frontline operations and senior management
Ensure smooth execution of freight movements
Timely problem resolution
Continuous improvement in service delivery standards
Triage Level 2 issues (after L1)
Isolate whether it's user error, configuration, integration failure, system bug, or external partner problem
Conduct root cause analysis, possibly including data logs, workflows, message traces
Manage small-to-medium updates or enhancements: upgrades, module rollouts, integration onboarding
Being familiar with methodologies (Agile, Waterfall as appropriate) with staging, testing, training, go-live, monitoring
Change control, user training, documentation (SOPs, guides), versioning
Translate technical issues into business terms for operations, management, external partners
Lead meetings / walkthroughs / demos with users and key users
Escalation management: knowing when to bring in dev/CD teams, vendor/CW support, etc
Oversee / mentor Level 1 and Level 2 support analysts
Set, measure, and monitor KPIs: ticket SLA, resolution time, user satisfaction, error rates
Capacity planning, resource allocation, escalation thresholds
Log and track tickets/issues well; maintain change registers
Identify recurring issues / patterns and push for systemic fixes
Balance between reactive support (firefighting) and proactive improvements (automation, process streamlining)
Maintain strong analytical thinking
Manage multiple priorities
Perform well under pressure, especially when integrations or EDI failures affect operations
Maintain a customer-oriented mindset: internal users (operations, sales, customs) and external (partners, carriers)
Create clear documentation, support/resolution notes
Qualification
Required
Bachelor's degree in industrial engineering or a related quantitative discipline or equivalent
Five (5) years of related professional experience
Knowledge of freight forwarding, brokerage practices & systems
Strong basic management, analytical, human relations and communication skills
Deep familiarity with CargoWise One: modules, workflows, registry setup, triggers, milestones, macro/event configuration, document/customization
Understanding of EDI/Integration technologies: message types/formats (e.g. EDIFACT, X12, XML, JSON), tag/file rules, raw-text and structured transmissions, partner/carrier/airline integrations
Knowledge of related systems / tools: databases / SQL for querying or troubleshooting, data mapping, APIs, middleware or adapters (e.g. eAdaptor in CargoWise), error / log analysis
Freight forwarding operations (sea, air, import/export, customs, warehouse) so that support conversations make sense in context
Understanding end-to-end business flows (booking documentation customs delivery) to map where disruptions or inefficiencies may arise
Process mapping, gap analysis, ability to translate operational requirements into system configuration or process improvements
Ability to triage Level 2 issues (after L1): isolate whether it's user error, configuration, integration failure, system bug, or external partner problem
Root cause analysis, possibly including data logs, workflows, message traces
Prioritization skills: decide what needs immediate action vs. what can be part of longer term fixes or enhancements
Managing small-to-medium updates or enhancements: upgrades, module rollouts, integration onboarding
Being familiar with methodologies (Agile, Waterfall as appropriate) with staging, testing, training, go-live, monitoring
Change control, user training, documentation (SOPs, guides), versioning
Translating technical issues into business terms for operations, management, external partners
Leading meetings / walkthroughs / demos with users and key users
Escalation management: knowing when to bring in dev/CD teams, vendor/CW support, etc
Overseeing / mentoring Level 1 and Level 2 support analysts. Ensuring best practices, knowledge sharing
Setting, measuring, and monitoring KPIs: ticket SLA, resolution time, user satisfaction, error rates
Capacity planning, resource allocation, escalation thresholds
Logging and tracking tickets/issues well; maintaining change registers
Identifying recurring issues / patterns and pushing for systemic fixes
Balance between reactive support (firefighting) and proactive improvements (automation, process streamlining)
Strong analytical thinking
Organization and ability to manage multiple priorities
Good under pressure, especially when integrations or EDI failures affect operations
Customer-oriented mindset: internal users (operations, sales, customs) and external (partners, carriers)
Good writing skills (for documentation, clear support/resolution notes)
Preferred
Experience with tools like ServiceNow, JIRA, Confluence, or ticketing / knowledge base systems
Basic programming / scripting ability (to test or create small utilities, handle data transformations)
Familiarity with the regulatory or compliance landscape relevant to international shipping, customs, etc
Experience in Integration tools like b2bi, Tibco, etc
Benefits
Health, vision and dental insurance
Retirement
Tuition reimbursement
Company
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