Hardware Support Engineer, Robotics Technical Services

Robotics Technical Services Field Support EngineerAre 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 you'll 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 can't 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 Amazon's 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 systemsPartner with site-level RME teams to maximize advanced robotics system performanceIdentify, analyze, and resolve mechanical and system issues across the RTS product suiteDesign and implement electro-mechanical tools, fixtures, and diagnostic solutions to minimize troubleshooting and machine downtimeDevelop and implement proactive monitoring tools to measure safety, reliability, and performance of advanced robotics systemsCreate escalation processes, standard operating procedures, and preventative maintenance protocols for the RTS product suiteDesign and lead training sessions and develop training content for on-site RME teamsDevelop and implement spare parts management systems and processesProduce performance reports and provide "voice of the customer" feedback to development and support teamsUp to 50% travel expectedA day in the life:Your day begins by reviewing system performance reports for your region. Perhaps the metrics dashboard revealed unusual performance at a facility or spare parts dropped below threshold at a site. You analyze metrics to identify trends and risks, developing de-risking actions for leadership's 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, you're 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:Medical, Dental, and Vision CoverageMaternity and Parental Leave OptionsPaid Time Off (PTO)401(k) PlanIf you are not sure that every qualification on the list above describes you exactly, we'd still love to hear from you! At Amazon, we value people with unique backgrounds, experiences, and skillsets. If you're 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 customers—site Reliability and Maintenance Engineers—are 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.Basic Qualifications:Bachelor's degree or above in Mechanical, Electrical, Industrial Engineering, or related STEM fieldKnowledge of networking fundamentalsExperience working in a 24/7 production environmentKnowledge of Six Sigma tools, Lean techniques, PMP or similar standards preferredKnowledge of configuration management systems, such as Puppet, Chef, Ansible, or related systemsExperience in Linux systems administration and/or developmentPreferred Qualifications:2+ years of site reliability engineering (SRE), systems engineering, systems administration, DevOps, security administration, or network administration experience1+ years of building scripts, tooling, and automation for large-scale computing environments experienceExperience in site reliability engineering (SRE), systems engineering, systems administration, DevOps, security administration, or network administrationExperience in network capture and systems troubleshootingExperience building scripts, tooling, and automation for large-scale computing environmentsAmazon 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 you're applying in isn't 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. 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