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 who work passionately to apply 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.

The Mechatronics & Sustainable Packaging Customer Experience (MSP CX) team is responsible for supporting internal fulfillment and transportation network customers that rely on advanced robotics technology to fulfill and ship customer orders. In this role, you will work directly with product development and on-level reliability, maintenance, and engineering teams to maximize the performance of advanced robotics systems.

You will serve as the link between on-site technicians and engineers within the MSP organization. Your responsibilities include launching new systems, developing and implementing preventative maintenance procedures, ensuring spare part availability, proactively monitoring system performance, troubleshooting, sharing best practices, and driving continuous improvement initiatives across Amazon's customer fulfillment network.

You will develop and implement standard operating procedures, performance metrics, and feedback mechanisms to enable the MSP CX team to scale effectively. Collaboration with technical support teams and regional managers is essential to maintain safety, reliability, and performance of emerging robotics technology. You are expected to work independently and handle ambiguity in a fast-paced, high-throughput environment requiring multi-tasking.

Key job responsibilities

1. Provide on-site support for new product implementations, upgrades, hardware audits, and troubleshooting for advanced robotics systems
2. Partner with product development, manufacturing, and site-level RME teams to optimize robotics performance
3. Identify, analyze, and resolve mechanical and system issues across the MSP product suite
4. Design and implement electro-mechanical tools and fixtures for deployed and new products
5. Develop proactive monitoring tools for safety, reliability, and performance
6. Create diagnostic tools to reduce troubleshooting time and machine downtime
7. Establish escalation processes for hardware and system issues
8. Develop preventative maintenance procedures and training content
9. Lead on-site training for RME teams supporting Amazon operations
10. Manage spare parts systems and processes
11. Conduct safety, ergonomic, and risk assessments on MSP products and tools
12. Produce reports on safety, reliability, and performance metrics
13. Provide customer feedback to development and support teams

Up to 75% travel expected.

Grundqualifikationen

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

Bevorzugte Qualifikationen

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

Amazon is an equal opportunities employer. We value diversity and are committed to inclusive hiring. We prioritize your privacy and data security. For accommodations during the application process, please visit our support page. If your region isn’t listed, contact your Recruiting Partner.