Hardware Support Engineer, MSP CX

Description

Are you inspired by invention? Is problem solving through teamwork in your DNA? Do you like the idea of seeing how your work impacts the bigger picture? Answer yes to any of these and you’ll fit right in here at Fulfillment Technologies & Robotics. We are a smart team of doers who work passionately to apply advances in robotics and software to solve real-world challenges that will transform our customers’ experiences in ways we can’t even image yet. The Mechatronics & Sustainable Packaging Customer Experience (MSP CX) team is responsible for providing support to internal fulfillment and transportation network customers that rely on advanced robotics technology to fulfill and ship customer orders. In this role on the MSP CX team, you will work directly with product development and on-level reliability, maintenance, and engineering teams to maximize the performance of advanced robotics systems. You are responsible for being the link between on-site technicians and engineers working within the MSP organization. You will launch new systems, develop and implement preventative maintenance procedures, ensure spare part availability, proactively monitor system performance, provide troubleshooting support, share best practices, and implement continuous improvement initiatives across Amazon's customer fulfillment network. You will develop and implement standard operating procedures, performance metrics, and feedback mechanisms to enable the MSP CX team to effectively scale. You will work closely with a technical support team and regional support managers to build a cohesive team responsible for the safety, reliability, and performance of emerging robotics technology. You are also expected to be able to work independently and with ambiguity in a complex, fast-paced, and high-throughput environment where multi-tasking is required.

Key job responsibilities

Provide on-site support for new product implementations, upgrades, routine hardware audits, and troubleshooting for advanced robotics systems

Partner with product development, manufacturing, and site-level reliability, maintenance, and engineering (RME) teams to maximize the performance of advanced robotics systems

Identify, analyze and resolve mechanical and system issues across the MSP product suite

Design and implement electro-mechanical tools and fixtures to support deployed and new products

Develop and implement proactive monitoring tools to measure the safety, reliability, and performance of advanced robotics systems

Develop and implement diagnostic tools to minimize troubleshooting and machine downtime

Create an escalation process for hardware and systems issues impacting the MSP product suite

Develop and implement preventative maintenance procedures and training content for advanced robotics systems

Lead on-site training sessions for on-site RME teams supporting Amazon operations

Develop and implement systems and processes for spare parts management

Conduct safety, ergonomic, and risk assessments on MSP products and tools and preventative maintenance procedures

Produce daily and weekly reports on the safety, reliability, and performance of the products in the MSP product suite

Provide requirements and “voice of the customer” feedback to development and support teams

Up to 75% travel expected

Basic Qualifications

BS in Engineering (Mechanical, Electrical, Industrial, or related field)

1+ years of experience designing and supporting robotics systems

Knowledge and/or working experience with statistical analysis tools, data visualization, and program management

Experience leading disciplined technical problem-solving

Experience with 8D, 5-Why, Fishbone, FMEA, or comparable root cause analysis methodologies

Excellent communication skills with the ability to articulate complex technical issues

Ability to manage multiple high-priority tasks simultaneously

Preferred Qualifications

MS in Engineering (Mechanical, Electrical, Industrial, or related field)

Knowledge and or working experience in dealing with big data

Familiarity with industry standard CAD & FEA design tools, industry trends, and design for supportability

Familiarity with high-level programming languages including Java, C++, MySQL, or Python, among others

Experience creating and implementing scalable standard operating procedures, performance metrics, and feedback mechanisms

Experience managing new hardware implementation projects

Experience with PLCs and controls systems

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $81,400/year in our lowest geographic market up to $182,000/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit . This position will remain posted until filled. Applicants should apply via our internal or external career site.