Hardware Support Engineer, MSP CX (m / w / d)

Über uns: 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 Fulfillment Technologies & Robotics. We are a smart team of doers passionate about applying cutting-edge advances in robotics and software to solve real-world challenges that will transform our customers’ experiences in ways we can’t even imagine yet.

Team and Role Description

The Mechatronics & Sustainable Packaging Customer Experience (MSP CX) team supports internal fulfillment and transportation network customers relying on advanced robotics technology to fulfill and ship orders. In this role, you will collaborate directly with product development, reliability, maintenance, and engineering teams to optimize the performance of robotics systems. Your responsibilities include launching new systems, developing preventative maintenance procedures, ensuring spare parts availability, monitoring system performance, troubleshooting, sharing best practices, and driving continuous improvements across Amazon's customer fulfillment network.

Key Responsibilities

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

Minimum Qualifications

• BS in Engineering (Mechanical, Electrical, Industrial, or related).
• 3+ years supporting or designing mechatronic or robotic systems.
• Experience with statistical analysis, data visualization, and program management.
• Proven problem-solving skills using methodologies like 8D, 5-Why, Fishbone, FMEA.
• Excellent communication skills for articulating complex technical issues.
• Ability to manage multiple high-priority tasks.

Preferred Qualifications

• Experience with big data analysis.
• Familiarity with PLC programming.
• Knowledge of CAD & FEA tools, industry trends, and design for supportability.
• Experience in creating scalable SOPs, performance metrics, and feedback systems.
• Experience managing hardware implementation projects.

Amazon is an equal opportunities employer committed to diversity and inclusion. We value your passion for discovery, invention, and simplification. Protecting your privacy and data security is a top priority. If you need accommodations during the application or onboarding process, please visit our support page for more information.