Hardware Support Engineer, MSP CX Support
Are you inspired by invention? Do you enjoy problem solving through teamwork? Are you interested in seeing how your work impacts the bigger picture? If yes, then Fulfillment Technologies & Robotics is the place for you. We are a team passionate about applying advances in robotics and software to solve real-world challenges and transform customer experiences.
The Mechatronics & Sustainable Packaging Customer Experience (MSP CX) team supports internal fulfillment and transportation network customers relying on advanced robotics technology. In this role, you will collaborate with product development and engineering teams to optimize robotics system performance. Your responsibilities include launching new systems, developing maintenance procedures, ensuring spare parts availability, monitoring system performance, troubleshooting, sharing best practices, and driving continuous improvement initiatives within Amazon’s fulfillment network.
You will develop standard operating procedures, performance metrics, and feedback mechanisms to enable scaling. You will work with technical support and regional managers to ensure safety, reliability, and performance of robotics technology. The role requires the ability to work independently and adapt in a fast-paced, high-throughput environment with multiple priorities.
Key responsibilities
* Provide on-site support for new product implementations, upgrades, audits, and troubleshooting.
* Partner with development, manufacturing, and reliability teams to enhance system performance.
* Identify, analyze, and resolve mechanical and system issues.
* Design electro-mechanical tools and fixtures for deployed and new products.
* Develop proactive monitoring and diagnostic tools to ensure safety and reliability.
* Support escalation issues impacting the MSP product suite.
* Create preventative maintenance procedures and training materials.
* Lead on-site training for RME teams supporting Amazon operations.
* Manage spare parts systems and processes.
* Conduct safety, ergonomic, and risk assessments.
* Produce reports on product safety, reliability, and performance.
* Provide feedback to development and support teams based on customer insights.
* Travel up to 75% as required.
* Bachelor’s degree in Engineering or related field.
* Experience in technical support with mechatronic or robotic systems.
* Knowledge of statistical analysis, data visualization, and project management.
* Experience with root cause analysis methodologies like 8D, 5-Why, Fishbone, FMEA.
* Excellent communication skills for complex technical issues.
* Ability to manage multiple high-priority tasks.
Preferred qualifications
* Master’s degree in Engineering or related area.
* Experience with big data and PLC programming.
* Familiarity with CAD & FEA tools, industry trends, and design for supportability.
* Experience with scalable SOPs, performance metrics, and hardware project management.
Amazon is an equal opportunity employer committed to diversity. We value your passion for discovery, invention, and simplification. Protecting your data privacy is a priority. For accommodations during the application process, visit this link.
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