Hardware Support Engineer, MSP CX Support

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 cutting edge 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.
- Support hardware and systems escalation 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.

Bachelor degree in Engineering for related area.
Experience in technical support with mechatronic or robotic systems.
Knowledge and/or experience working with statistical analysis tools, data visualization, and program management.
Experience in leading or supporting disciplined technical problem-solving.
Experience in ownership or contribution to system-wide processes such as 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.

Master's degree in Engineering for related area.
Knowledge and or working experience in dealing with big data.
Familiarity with PLC programming.
Familiarity with industry standard CAD & FEA design tools, industry trends, and design for supportability.
Experience creating and implementing scalable standard operating procedures, performance metrics, and feedback mechanisms.
Experience managing new hardware implementation projects.

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