Description

　　Are you inspired by invention? Is problem solving through teamwork in your DNA? Do you like seeing how your work impacts the bigger picture? Answer yes to these and you’ll fit right in here at Amazon Robotics (AR). We passionately work to apply cutting edge advances in robotics and automation to solve real-world challenges to transform the Amazon customer experience. We are Amazon Robotics and we will give you the tools and assist you need to invent with us in ways that are rewarding, fulfilling and fun.

　　We are actively seeking exceptional individuals who possess a blend of technical and customer-facing skills to successfully assist new robotic technologies in the network. This highly ambiguous job will require a unique combination of flexibility, troubleshooting, creativity, leadership skills and drive in order to validate the supportability of new products. This position will work to proactively identify and mitigate risks to enable efficient and effective scaling of new products. As part of this highly visible team, candidates have the opportunity to work cross-functionally with multiple engineering teams within (AR) to raise the bar on quality and the customer experience.

　　The Field Hardware Support Engineering team is the primary link between AR and Reliability and Maintenance Engineers (RME) coaching the site on maintenance best practices, robotics systems and tools. In this specific role, you will use your relevant experience in customer support to advocate on their behalf during the ambiguous early phases of new product development. You will work directly with our partners in Operations, Program Management, Hardware Engineering, Systems Architecture and Tech Deploy to ensure a smooth transition that enables RME organizations to become self-sufficient with these new robotics products.

　　Key job responsibilities

　　Provide On-Site escalation assistance to reliability and maintenance teams (deep dive HW functionality gaps, capture and address VOC, remove roadblocks, escalate to partner teams as required)

　　Establish and develop relationships with RME customers early in the launch process and utilize these relationships to develop strategic partnerships throughout launch

　　Capture and synthesize the Voice of the Customer (VoC) for all new product introductions and leverage this information to prioritize system defects and lead the triage efforts with product development.

　　Build, maintain, and communicate test and support plans and track the deliverables, milestones and risks that must be actioned upon.

　　Leverage RME background and site knowledge to execute the supportability test plan, creating realistic, effective, and efficient data validation plans.

　　Leverage product knowledge to influence the Product Requirements and Functional Requirements early in the development process, ensure that the RME perspective is captured in these and other design documentation.

　　Work with additional Hardware Support teams to deploy new robotics products effectively and train engineers as the product scales.

　　Engage partner teams to improve process bottlenecks and influence managers and directors

　　Serve as Subject Matter Expert for two to three Amazon Robotic assets

　　Up to 50% travel is expected.

　　A day in the life

　　Amazon offers a full range of benefits for 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 Coverage

　　Maternity and Parental Leave Options

　　Paid Time Off (PTO)

　　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

　　The Field Hardware Support Engineering (FHSE) team strives to ensure that our customer, site Reliability and Maintenance Engineers, are self sufficient in maintaining Amazon Robotic technologies. Our team achieves this by identifying deficiencies, communicating risk, and proposing mitigation strategies to aid in the decision-making process. Our hands-on approach to testing, troubleshooting, and investigating puts us in the shoes of the operators and technicians in the field. We then work backwards to satisfy the engineering requirements partnering with safety, hardware, software, and other support teams.

　　We are open to hiring candidates to work out of one of the following locations:

　　Boston, MA, USA | North Reading, MA, USA

　　Basic Qualifications

　　Bachelor’s degree in Engineering (Mechanical Engineering, Manufacturing Engineering, Industrial Engineering, Process Engineering) or relevant STEM degree

　　6+ years experience in a manufacturing, warehouse, or equivalent environment with experience resolving technical issues with a cross functional team

　　Experience managing multiple high-priority tasks simultaneously

　　Excellent business communication skills for technical and non-technical topics

　　Troubleshooting expertise with proven problem-solving and analytical skills

　　Experience contributing to engineering discussions around technology decisions and strategy related to a product

　　Preferred Qualifications

　　Masters degree in Engineering and/or MBA

　　Knowledge and comprehension of Data Analysis (Tableau, Adv. Excel or equivalent), SQL

　　Experience creating SOP’s, defining KPIs, comprehension of Lean Principles and Process Flow Development

　　Experience owning feature delivery and tradeoffs of a product

　　Project management experience

　　Experience with robotics hardware, software, and/or system troubleshooting

　　Experience with customer facing technical support and relationship building

　　Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.