Hardware Support Engineer, Amazon
MSP CX Support
The largest online retailer and technology provider
Be an early applicant
The largest online retailer and technology provider
1001+ employees
Be an early applicant
1001+ employees
Company mission
To be Earth's most customer-centric company.
Role
Who you are
- Bachelor degree in Engineering for related area
- Experience in technical support with mechatronic or robotic systems
- Knowledge and/or experience working with statistical analysis tools, data visualization, and program management
- Experience in leading or supporting disciplined technical problem-solving
- Experience in ownership or contribution to system-wide processes such as 8D, 5-Why, Fishbone, FMEA, or comparable root cause analysis methodologies
- Excellent communication skills with the ability to articulate complex technical issues
- Ability to manage multiple high-priority tasks simultaneously
Desirable
- Master's degree in Engineering for related area
- Knowledge and or working experience in dealing with big data
- Familiarity with PLC programming
- Familiarity with industry standard CAD & FEA design tools, industry trends, and design for supportability
- Experience creating and implementing scalable standard operating procedures, performance metrics, and feedback mechanisms
- Experience managing new hardware implementation projects
What the job involves
- The Mechatronics & Sustainable Packaging Customer Experience (MSP CX) team is responsible for providing support to internal fulfillment and transportation network customers that rely on advanced robotics technology to fulfill and ship customer orders
- In this role on the MSP CX team, you will work directly with product development and on-level reliability, maintenance, and engineering teams to maximize the performance of advanced robotics systems
- You are responsible for being the link between on-site technicians and engineers working within the MSP organization
- You will launch new systems, develop and implement preventative maintenance procedures, ensure spare part availability, proactively monitor system performance, provide troubleshooting support, share best practices, and implement 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 effectively scale
- You will work closely with a technical support team and regional support managers to build a cohesive team responsible for the safety, reliability, and performance of emerging robotics technology
- You are also expected to be able to work independently and with ambiguity in a complex, fast-paced, and high-throughput environment where multi-tasking is required
- Provide on-site support for new product implementations, upgrades, routine hardware audits, and troubleshooting for advanced robotics systems
- Partner with product development, manufacturing, and site-level reliability, maintenance, and engineering (RME) teams to maximize the performance of advanced robotics systems
- Identify, analyze and resolve mechanical and system issues across the MSP product suite
- Design and implement electro-mechanical tools and fixtures to support deployed and new products
- Develop and implement proactive monitoring tools to measure the safety, reliability, and performance of advanced robotics systems
- Develop and implement diagnostic tools to minimize troubleshooting and machine downtime
- Support hardware and systems escalation issues impacting the MSP product suite
- Develop and implement preventative maintenance procedures and training content for advanced robotics systems
- Lead on-site training sessions for on-site RME teams supporting Amazon operations
- Develop and implement systems and processes for spare parts management
- Conduct safety, ergonomic, and risk assessments on MSP products and tools and preventative maintenance procedures
- Produce daily and weekly reports on the safety, reliability, and performance of the products in the MSP product suite
- Provide requirements and “voice of the customer” feedback to development and support teams
- Up to 75% travel expected
Our take
Amazon is the world's largest online retailer, and is well-known for its disruption of well-established industries. The company is present in numerous verticals, including cloud computing with Amazon Web Services, AI with its range of Alexa devices and a global marketplace more commonly referred to as 'the everything store'. Acquisitions include Ring, Twitch, Whole Foods Market, and IMDb.
More recently, Amazon has been focused on leading the "third wave in digital advertising". Many businesses are now shifting ad dollars to retailers, which before would have been spent with online media platforms. Amazon's seen great success in the space, with its revenue from advertising now higher than its Amazon Prime membership scheme, audiobooks and digital music combined. This growth is particularly impressive considering its digital ad rivals (like Snap, Alphabet, and Meta) have suffered declines due to wider macroeconomic factors and Apple's iOS privacy changes.
Despite its dominant market position, Amazon will continue to be challenged over the next decade, including sustaining AWS's cloud dominance in the face of Google and Microsoft. On top of this, the company's e-commerce division is facing profitability problems despite its 2023 post-IPO debt funding of 8 billion. It will need to find new ways to stay above their competitors.
Steph
Company Specialist at Welcome to the Jungle
Insights
16% employee growth in 12 months
Company
Company HQ
South Lake Union, Seattle, WA
Leadership
Jeff Bezos
(Founder & Executive Chairman)Jeff is an American business magnate, media proprietor, and investor. As well as founding Amazon, Jeff founded Blue Origin, an aerospace manufacturer and sub-orbital spaceflight services company and also owns The Washington Post.
Andy Jassy
(President & CEO)Joined Amazon as a Marketing Manager in 1997. Developed AWS with Jeff Bezos, and became CEO of Amazon in 2021.
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