Amazon Field Hardware Support Engineer Amazon Robotics 

United States, Massachusetts 

784825989

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
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

- 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