Hardware Support Engineer, Robotics Technical Services
Amazon, Baltimore, MD, United States
Hardware Support Engineer, Robotics Technical Services
Job ID: 10378239 | Amazon.com Services LLC
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 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 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 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.
Qualifications
1+ years of technical support experience
Experience troubleshooting and debugging technical systems
Experience in agile/scrum or related collaborative workflow, or experience in software development
Experience communicating with customers, technical, regulatory, business teams, and management to collect requirements, describe product features, and technical designs
Bachelor's degree in Mechanical or Electrical Engineering or a related field
Preferred Qualifications
Master's degree or equivalent in mechanical engineering, electrical engineering, material science, physics or equivalent, or MS degree
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 https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.
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Job ID: 10378239 | Amazon.com Services LLC
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 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 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 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.
Qualifications
1+ years of technical support experience
Experience troubleshooting and debugging technical systems
Experience in agile/scrum or related collaborative workflow, or experience in software development
Experience communicating with customers, technical, regulatory, business teams, and management to collect requirements, describe product features, and technical designs
Bachelor's degree in Mechanical or Electrical Engineering or a related field
Preferred Qualifications
Master's degree or equivalent in mechanical engineering, electrical engineering, material science, physics or equivalent, or MS degree
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 https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.
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