We are seeking exceptional candidates who possess a blend of technical and customer-facing skills to successfully support 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 (FHSE) 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 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
• Build, maintain, and communicate test and support plans and track the deliverables, milestones, risks and dependencies that must be actioned upon.
• Establish and develop relationships with RME customers early in the launch process and utilize these relationships to develop strategic partnerships throughout the 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.
• Leverage RME background and site knowledge to execute the supportability test plan, creating realistic, effective, and efficient data validation plans.
• Utilize 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.
• Identify and escalate asset risks cross functionally in the program, define and track risk resolution plans.
• Work with the broader FHSE teams to deploy new robotics products effectively and train support engineers as the product scales.
• 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:
1. Medical, Dental, and Vision Coverage
2. Maternity and Parental Leave Options
3. Paid Time Off (PTO)
4. 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. 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.
