Hardware Support Engineer, Robotics Technical Services

Are you inspired by invention Is problem solving through teamwork in your DNA Do you like the idea of seeing how your work impacts the bigger picture Answer yes to any of these and youll fit right in here at Robotics Technical Services (RTS).

We are a smart team of doers who work passionately to apply advances in robotics and software to solve real-world challenges that will transform our customers experiences in ways we cant even imagine yet. The RTS Field Support team provides critical support to internal fulfillment and transportation network customers relying on advanced robotics technology.

In this role you serve as the vital link between on-site technicians and RTS engineering teams ensuring maximum performance of advanced robotics systems. You will launch new systems develop preventative maintenance procedures ensure spare part availability proactively monitor system performance provide troubleshooting support and drive continuous improvement initiatives across Amazons fulfillment network. You will establish standard operating procedures performance metrics and feedback mechanisms that enable the RTS team to scale effectively. Working closely with technical support teams and regional support managers you will build a cohesive organization responsible for the safety reliability and performance of emerging robotics technology. This role requires independent judgment and comfort working with ambiguity in a complex fast-paced high-throughput environment where multi-tasking is essential.

Key job responsibilities
- Provide on-site support for new product implementations upgrades hardware audits and troubleshooting for advanced robotics systems
- Partner with site-level RME teams to maximize advanced robotics system performance
- Identify analyze and resolve mechanical and system issues across the RTS product suite
- Design and implement electro-mechanical tools fixtures and diagnostic solutions to minimize troubleshooting and machine downtime
- Develop and implement proactive monitoring tools to measure safety reliability and performance of advanced robotics systems
- Create escalation processes standard operating procedures and preventative maintenance protocols for the RTS product suite
- Design and lead training sessions and develop training content for on-site RME teams
- Develop and implement spare parts management systems and processes
- Produce performance reports and provide voice of the customer feedback to development and support teams
- Up to 50% travel expected

A day in the life
Your day begins by reviewing system performance reports for your region. Perhaps the metrics dashboard revealed unusual performance at a NJ facility or spare parts dropped below threshold at a NY site. You analyze metrics to identify trends and risks developing de-risking actions for leaderships weekly business review. You troubleshoot with RME technicians via video walking them through diagnostic procedures. On-site you conduct hardware audits for new deployments gathering customer feedback. Afternoons include designing tools optimizing processes and coordinating with regional managers on scaling strategies. Throughout youre the critical link between field technicians and engineering teams.

Amazon offers a full range of benefits that support 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 full-time 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
RTS Field Hardware Support Engineers (FHSE) ensure that our customerssite Reliability and Maintenance Engineersare equipped to independently maintain Amazon Robotics technologies. Our team achieves this by identifying deficiencies communicating risk and proposing mitigation strategies. Our hands-on approach to testing troubleshooting and investigating puts us in the shoes of operators and technicians in the field. We work backwards from these insights to satisfy engineering requirements partnering with safety hardware software and cross-functional support teams.

- Experience in agile/scrum or related collaborative workflow
- Bachelors degree in Mechanical or Electrical Engineering or a related field
- 4 years of technical support experience
- Experience troubleshooting and debugging technical systems or experience in development or technical support
- Experience communicating with customers technical regulatory business teams and management to collect requirements describe product features and technical designs

- Masters degree in mechanical engineering electrical engineering material science physics or equivalent or MS degree
- Experience in data science business analytics business intelligence or similar experience in big data environments
- Experience in PLC based controls design development implementation and support

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status disability 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.

The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience qualifications and location. Amazon also offers comprehensive benefits including health insurance (medical dental vision prescription Basic Life & AD&D insurance and option for Supplemental life plans EAP Mental Health Support Medical Advice Line Flexible Spending Accounts Adoption and Surrogacy Reimbursement coverage) 401(k) matching paid time off and parental leave. Learn more about our benefits at NJ Florence - 90400.00 - 158200.00 USD annually
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