Hardware Support Engineer, Robotics Technical Services

Amazon•Somerset, NJ

1d•Onsite

About The Position

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 Robotics Technical Services (RTS). 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. A day in the life Your day begins by reviewing system performance reports for your region. Perhaps the metrics dashboard revealed unusual performance at a NJ facility or spare parts dropped below threshold at a NY site. You analyze metrics to identify trends and risks, developing de-risking actions for leadership's weekly business review. You troubleshoot with RME technicians via video, walking them through diagnostic procedures. On-site, you conduct hardware audits for new deployments, gathering customer feedback. Afternoons include designing tools, optimizing processes, and coordinating with regional managers on scaling strategies. Throughout, you're the critical link between field technicians and engineering teams. About the team RTS Field Hardware Support Engineers (FHSE) ensure that our customers—site Reliability and Maintenance Engineers—are equipped to independently maintain Amazon Robotics technologies. Our team achieves this by identifying deficiencies, communicating risk, and proposing mitigation strategies. Our hands-on approach to testing, troubleshooting, and investigating puts us in the shoes of operators and technicians in the field. We work backwards from these insights to satisfy engineering requirements, partnering with safety, hardware, software, and cross-functional support teams.

Requirements

Bachelor's degree in Mechanical or Electrical Engineering or a related field
4+ years of technical support experience
Experience troubleshooting and debugging technical systems, or experience in development or technical support
Experience communicating with customers, technical, regulatory, business teams, and management to collect requirements, describe product features, and technical designs

Nice To Haves

Experience in agile/scrum or related collaborative workflow
Master's degree in mechanical engineering, electrical engineering, material science, physics or equivalent, or MS degree
Experience in data science, business analytics, business intelligence, or similar experience in big data environments
Experience in PLC based controls design, development, implementation and support

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