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.
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, 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
- 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
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 https://amazon.jobs/en/benefits.
USA, DE, Wilmington - 74,700.00 - 130,700.00 USD annually
USA, MD, Baltimore - 74,700.00 - 130,700.00 USD annually
USA, NC, Charlotte - 74,700.00 - 130,700.00 USD annually
USA, NC, Garner - 74,700.00 - 130,700.00 USD annually
USA, TN, Mt. Juliet - 67,200.00 - 117,700.00 USD annually
USA, TN, Nashville - 71,000.00 - 124,200.00 USD annually
USA, VA, Arlington - 74,700.00 - 130,700.00 USD annually
USA, VA, Richmond - 74,700.00 - 130,700.00 USD annually
USA, VA, Suffolk - 74,700.00 - 130,700.00 USD annually
USA, VA, Virginia Beach - 74,700.00 - 130,700.00 USD annually
