Hardware Support Engineer, FHSE

Are you inspired by invention? Is problem solving through teamwork in your DNA? Do you like seeing how your work impacts the bigger picture? Answer yes to these and you’ll fit right in here at Amazon Robotics (AR). We passionately work to apply new advances in robotics and automation to solve real-world challenges to transform the Amazon customer experience. We are Amazon Robotics and we will give you the tools and assistance you need to invent with us in ways that are rewarding, fulfilling and fun.
We are seeking exceptional candidates who possess a blend of technical and customer-facing skills to successfully assist existing robotic technologies in the network. This job will require a unique combination of flexibility, troubleshooting, creativity, leadership skills and drive. As part of this highly visible team, candidates have the opportunity to work cross-functionally with multiple engineering teams within (AR) to raise the bar on quality and the customer experience.
The Field Hardware Support Engineering team is the primary link between AR and Reliability and Maintenance Engineers (RME) coaching the site on maintenance best practices, robotics systems and tools. You will work directly with RME leaders and technicians at Amazon Fulfillment and Transportation Centers to meet or exceed the as designed performance of their robotic technology. You will identify maintenance pain-points, translate those into opportunities enabling product and/or process changes to improve system performance and customer sentiment. The successful candidate will work backwards from customer objectives and influence a broad range of maintenance, engineering, product, and solution stakeholders from Global Robotics and Central RME to ensure North America maintenance organizations become self-sufficient with Amazon Robotics’ technologies.

Key job responsibilities
Front line resolution of technical inquiries and escalations from RME; the topics of these inquiries and escalations may include but are not limited to: deep diving offline robotic hardware, driving root cause corrective action, spares and tool identification
• Provide On-Site escalation assistance to reliability and maintenance teams (deep dive HW functionality gaps, capture and address VOC, remove roadblocks, escalate to partner teams as required)
• Work with reach back support teams on resolution of complex technical inquiries and escalations
• Engage partner teams to improve process bottlenecks and influence managers and directors
• Serve as Subject Matter Expert for two to three Amazon Robotic assets
• Identify and address trending hardware performance issues and improvement opportunities, and implementing solutions in the AR network
• Escalate building risks to program management and hardware support engineering leadership, define and deliver risk resolution plans
• Capture “voice of the customer” and leverage field experience to insist on the highest standards in product design and development priorities
• Execute continuous improvement projects using automation
• Work independently and with ambiguity in a complex, fast-paced, and high-throughput environment where multi-tasking is required

Basic Qualifications

- Bachelor’s degree in Engineering (Mechanical Engineering, Manufacturing Engineering, Industrial Engineering, Process Engineering) or relevant STEM degree
- - 4+ years experience in a manufacturing, warehouse, or equivalent environment with experience resolving technical issues with a cross functional team
- - Experience managing multiple high-priority tasks simultaneously
- - Excellent business communication skills for technical and non-technical topics
- - Troubleshooting expertise with proven problem-solving and analytical skills
- - Ability and willingness to travel up to 75% and a minimum of 50%

Preferred Qualifications

- Masters degree in Engineering and/or MBA
- - Knowledge and understanding of Data Analysis (Tableau, Adv. Excel or equivalent), SQL
- - Experience creating SOP’s, defining KPIs, understanding of Lean Principles and Process Flow Development
- - Familiarity with Agile PLM
- - Project management experience
- - Experience with robotics hardware, software, and/or system troubleshooting
- - Experience with customer facing technical support and relationship building

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.

Los Angeles County applicants: Job duties for this position include: work safely and cooperatively with other employees, supervisors, and staff; adhere to standards of excellence despite stressful conditions; communicate effectively and respectfully with employees, supervisors, and staff to ensure exceptional customer service; and follow all federal, state, and local laws and Company policies. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness and professionalism, and safeguard business operations and the Company’s reputation. Pursuant to the Los Angeles County Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

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 https://amazon.jobs/content/en/how-we-hire/accommodations 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 https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.

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