Hardware Support Engineer, Robotics Technical Services

Amazon•Tallahassee, FL

2d•Onsite

About The Position

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 imagine yet. The RTS Field Support team provides critical support to internal fulfillment and transportation network customers relying on advanced robotics technology. In this role, you serve as the vital link between on-site technicians and RTS engineering teams, ensuring maximum performance of advanced robotics systems. You will launch new systems, develop preventative maintenance procedures, ensure spare part availability, proactively monitor system performance, provide troubleshooting support, and drive continuous improvement initiatives across Amazon's fulfillment network. You will establish standard operating procedures, performance metrics, and feedback mechanisms that enable the RTS team to scale effectively. Working closely with technical support teams and regional support managers, you will build a cohesive organization responsible for the safety, reliability, and performance of emerging robotics technology. This role requires independent judgment and comfort working with ambiguity in a complex, fast-paced, high-throughput environment where multi-tasking is essential.

Requirements

3+ years of technical support experience
Bachelor's degree or above in Mechanical, Electrical, Industrial Engineering, or related STEM field
Experience with data analysis tools such as Excel, Pivot Tables, macros, SQL, visualization tools - Tableau, Quicksight, etc.
Experience that includes strong analytical skills, attention to detail, and effective communication abilities, or experience troubleshooting and debugging technical systems
Experience in root cause analysis and troubleshooting or problem solving
Experience in written and verbal communication with the ability to present complex technical information in a clear and concise manner to executives and non-technical leaders
Experience in managing multiple, competing priorities simultaneously

Nice To Haves

Master's degree or equivalent in mechanical engineering, electrical engineering, material science, physics or equivalent, or MS degree
Knowledge of at least one programming language such as Java, C#, JavaScript, Python, Ruby or Perl
Experience in managing or implementing system health, performance monitoring, capacity planning, or process improvement and automation
Experience in new hardware product development
Knowledge and or working experience in dealing with big data
Familiarity with industry standard CAD & FEA design tools, industry trends, and design for supportability
Experience with PLCs and controls systems

Responsibilities

Provide on-site support for new product implementations, upgrades, hardware audits, and troubleshooting for advanced robotics systems
Partner with site-level RME teams to maximize advanced robotics system performance
Identify, analyze, and resolve mechanical and system issues across the RTS product suite
Design and implement electro-mechanical tools, fixtures, and diagnostic solutions to minimize troubleshooting and machine downtime
Develop and implement proactive monitoring tools to measure safety, reliability, and performance of advanced robotics systems
Create escalation processes, standard operating procedures, and preventative maintenance protocols for the RTS product suite
Design and lead training sessions and develop training content for on-site RME teams
Develop and implement spare parts management systems and processes
Produce performance reports and provide "voice of the customer" feedback to development and support teams
Up to 50% travel expected