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