Amazon Hardware Support Engineer New Product Integration 

United States, Massachusetts 

499906830

The Field Hardware Support Engineering (FHSE) team is the primary link between AR and Reliability and Maintenance Engineers (RME) coaching the site on maintenance best practices, robotics systems and tools. In this specific role, you will use your relevant experience in customer support to advocate on their behalf during the early phases of new product development. You will work directly with our partners in Operations, Program Management, Hardware Engineering, Systems Architecture and Tech Deploy to ensure a smooth transition that enables RME organizations to become self-sufficient with these new robotics products.Key job responsibilities
• Build, maintain, and communicate test and support plans and track the deliverables, milestones, risks and dependencies that must be actioned upon.
• Establish and develop relationships with RME customers early in the launch process and utilize these relationships to develop strategic partnerships throughout the launch
• Capture and synthesize the Voice of the Customer (VoC) for all new product introductions and leverage this information to prioritize system defects and lead the triage efforts with product development.
• Leverage RME background and site knowledge to execute the supportability test plan, creating realistic, effective, and efficient data validation plans.
• Utilize product knowledge to influence the Product Requirements and Functional Requirements early in the development process, ensure that the RME perspective is captured in these and other design documentation.
• Identify and escalate asset risks cross functionally in the program, define and track risk resolution plans.
• Work with the broader FHSE teams to deploy new robotics products effectively and train support engineers as the product scales.
• Serve as Subject Matter Expert for two to three Amazon Robotic assets
• Up to 50% travel is expected.
A day in the life1. Medical, Dental, and Vision Coverage
2. Maternity and Parental Leave Options
3. Paid Time Off (PTO)
4. 401(k) Plan

- 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 written and oral communications skills for technical and non-technical topics
- Troubleshooting expertise with proven problem-solving and analytical skills
- Ability and willingness to travel up to 50%

- 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