Amazon Technical Support Specialist Mechatronics Sustainable Packaging 

United States, Massachusetts, Boston 

307364816

In this role on the MSP CX team, you will work directly with hardware engineers, regional support managers, operations leaders, and site-level maintenance teams to maximize the performance of advanced robotics systems. You will develop deep technical and functional subject matter expertise that will enable you to work directly with our fulfillment center operators and maintenance teams to solve complex and time-sensitive problems.You will be responsible for handling escalations, diagnosing, and resolving complex issues related to mechanical, electrical, and control systems. You will manage problems escalated from sites, develop metrics and software tools to proactively monitor system performance, push threshold-based alerts, and produce daily, weekly, and monthly reports. You will also develop and implement standard operating procedures and feedback mechanisms that ensure the MSP CX team is constantly gathering customer feedback and using that feedback to improve service. You are expected to be able to work independently and with ambiguity in a complex, fast-paced, and high-throughput environment where multi-tasking is required.** Must be able to travel 50% of time***Key job responsibilities
- Quickly develop a SME level of product knowledge
- Provide remote technical support for escalated issues involving industrial automation systems- Offer programming and configuration support for new installations of critical system components
- Ensure meticulous maintenance and continuous updating of internal documentation repositories, detailing all troubleshooting processes and repair activities- Efficiently manage multiple escalations simultaneously, ensuring timely and effective resolution in a fast-paced environment
- Participate in a 24/7 on-call rotation to provide continuous support and ensure rapid response to critical issues as they arise

- BS in Engineering (Mechanical, Electrical, Industrial, or related field)
- 5+ years of experience in a controls engineering or support role, with a strong background in industrial automation
- Extensive knowledge of PLC’s, VFD’s, and/or EOAT’s, related robotic system components, and integrated control architectures
- Excellent analytical and problem-solving skills with understanding of the interplay between mechanical, electrical, and control systems
- Strong verbal communication skills, capable of effectively guiding and instructing teams from a remote position
- Strong technical writing skills and ability to articulate complex technical subjects to various stakeholder audiences
- Demonstrated ability to work independently, managing and prioritizing multiple escalations efficiently