Hardware Support Engineer New Product Integration

We are seeking exceptional candidates who possess a blend of technical and customerfacing skills to successfully support new robotic technologies in the network. This highly ambiguous job will require a unique combination of flexibility troubleshooting creativity leadership skills and drive in order to validate the supportability of new products. This position will work to proactively identify and mitigate risks to enable efficient and effective scaling of new products. As part of this highly visible team candidates have the opportunity to work crossfunctionally with multiple engineering teams within (AR) to raise the bar on quality and the customer experience.

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 selfsufficient 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 life
Amazon offers a full range of benefits for you and eligible family members including domestic partners and their children. Benefits can vary by location the number of regularly scheduled hours you work length of employment and job status such as seasonal or temporary employment. The benefits that generally apply to regular fulltime employees include:
1. Medical Dental and Vision Coverage
2. Maternity and Parental Leave Options
3. Paid Time Off (PTO)
4. 401(k) Plan

If you are not sure that every qualification on the list above describes you exactly wed still love to hear from you! At Amazon we value people with unique backgrounds experiences and skillsets. If youre passionate about this role and want to make an impact on a global scale please apply!

About the team
The Field Hardware Support Engineering (FHSE) team strives to ensure that our customer site Reliability and Maintenance Engineers are self sufficient in maintaining Amazon Robotic technologies. Our team achieves this by identifying deficiencies communicating risk and proposing mitigation strategies. Our handson approach to testing troubleshooting and investigating puts us in the shoes of the operators and technicians in the field. We then work backwards to satisfy the engineering requirements partnering with safety hardware software and other support teams.

Bachelors 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 highpriority tasks simultaneously
Excellent written and oral communications skills for technical and nontechnical topics
Troubleshooting expertise with proven problemsolving 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 SOPs 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.

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 for more information. If the country/region youre applying in isnt 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 $81400/year in our lowest geographic market up to $182000/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on jobrelated knowledge skills and experience. Amazon is a total compensation company. Dependent on the position offered equity signon 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 This position will remain posted until filled. Applicants should apply via our internal or external career site.