Hardware Support Engineer, MSP CX Support

Amazon; London; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading company in robotics technology is seeking a Hardware Support Engineer to join their MSP CX team. This role involves providing technical support for advanced robotics systems, collaborating with product development teams, and implementing maintenance procedures to enhance system performance. Ideal candidates will have experience in mechatronic systems and a strong problem-solving ability, along with excellent communication skills.

Qualifications

• Experience in technical support with mechatronic or robotic systems.
• Knowledge of statistical analysis tools and data visualization.
• Ability to manage multiple high-priority tasks simultaneously.

Responsibilities

• Provide on-site support for new product implementations and troubleshooting.
• Develop and implement preventative maintenance procedures.
• Identify and resolve mechanical and system issues.

Skills

Technical support

Problem-solving

Communication

Statistical analysis

Data visualization

Tools

CAD

FEA

Job description

Hardware Support Engineer, MSP CX Support

Job ID: 2984458 | Amazon UK Services Ltd.

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 so, you might be a great fit for Fulfillment Technologies & Robotics. We are a dedicated team applying cutting-edge 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 using advanced robotics technology. In this role, you will collaborate with product development, reliability, maintenance, and engineering teams to optimize robotics system performance. Your responsibilities include launching new systems, developing preventative maintenance procedures, ensuring spare parts availability, monitoring system performance, troubleshooting, sharing best practices, and driving continuous improvement across Amazon's fulfillment network.

You will develop standard operating procedures, performance metrics, and feedback mechanisms to help the MSP CX team scale effectively. Working closely with technical support and regional managers, you will help maintain the safety, reliability, and performance of emerging robotics technology. The role requires the ability to work independently and handle ambiguity in a fast-paced, high-throughput environment.

Key job responsibilities

1. Provide on-site support for new product implementations, upgrades, hardware audits, and troubleshooting of robotics systems.
2. Partner with development, manufacturing, and reliability teams to enhance robotics performance.
3. Identify, analyze, and resolve mechanical and system issues.
4. Design electro-mechanical tools and fixtures for deployed and new products.
5. Create proactive monitoring tools for safety, reliability, and performance.
6. Develop diagnostic tools to reduce troubleshooting time and downtime.
7. Support escalation issues impacting the MSP product suite.
8. Develop preventative maintenance procedures and training materials.
9. Lead on-site training for RME teams supporting Amazon operations.
10. Manage systems and processes for spare parts inventory.
11. Conduct safety, ergonomic, and risk assessments.
12. Produce reports on safety, reliability, and performance metrics.
13. Provide feedback to development and support teams based on customer insights.
14. Travel up to 75% as required.

BASIC QUALIFICATIONS

• Experience in technical support with mechatronic or robotic systems.
• Knowledge of statistical analysis tools, data visualization, and project management.
• Experience with problem-solving methodologies like 8D, 5-Why, Fishbone, FMEA.
• Excellent communication skills to articulate technical issues.
• Ability to manage multiple high-priority tasks simultaneously.

PREFERRED QUALIFICATIONS

• Experience with big data analysis.
• Familiarity with PLC programming.
• Experience with CAD & FEA design tools and industry trends.
• Experience creating scalable SOPs, metrics, and feedback mechanisms.
• Experience managing hardware implementation projects.

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