Hardware Support Engineer , Customer Experience - Mechatronics & Sustainable Packaging

• Ability to travel up to 75% to business locations and project sites
• 2+ years of technical support experience
• Experience troubleshooting and documenting findings
• Experience dealing effectively with customers during problem resolution and operating efficiently under pressure

Are you inspired by invention? Is problem solving through teamwork in your DNA? Do you like seeing how your work impacts the bigger picture? We passionately work to apply cutting edge advances in robotics and automation to solve real-world challenges to transform the Amazon customer experiences
In this role on the Customer Experience team, you will work directly with product development and site-level reliability, maintenance, and engineering teams to maximize the quality and performance of advanced robotics systems within Mechatronics and Sustainable Packaging (MSP). You will be the link between site level technicians and engineers working within the product development organizations. You will serve as the quality gate-keeper for hardware validation of new systems prior to launching across Amazon Fulfillment Centers.
We are a team of doers seeking exceptional candidates who possess a blend of technical and customer-facing skills to successfully support new developing technologies for Amazon Fulfillment Centers. This job will require a unique combination of flexibility, troubleshooting, creativity, leadership skills and drive. As part of this highly visible team, candidates have the opportunity to work cross-functionally with multiple engineering teams within Amazon to raise the bar on quality and contribute to the continuous innovation of the next generation robotics. You will identify risk of equipment failure and provides solutions to mitigate and/or eliminate to drive a high bar for quality and performance.
As a Hardware Support Engineer III, you will use your technical knowledge and specialized skills to support, build, implement, and improve technology solutions for Mechatronics and Sustainable Packaging. This role will manage projects with minimal guidance that affect multiple locations in the country. This is a hands on position where you will be asked to do everything from resolving escalated customer issues to mentoring other engineers.
Key job responsibilities

• Assist in preparation and launching of new products and systems for the Fulfillment Centers
• Collaborate with team members on process improvement. This will include development and presentation of training materials.
• Partner with engineers, program managers, technicians, and product managers to review, improve and develop processes that support products in development and production environments
• Serve as the first point of contact for technical escalations
• Drive continuous improvements in process and product efficiency, leveraging automation and tools to scale the programs.
• Performing continuous improvement efforts
• Collaborating with internal teams and external vendors to execute projects
• Travel up to 75% to support product testing and launch
• Auditing the quality of work performed and provide constructive feedback when necessary
• Troubleshoot difficult system and hardware problems while developing the Standard Operating Procedures

About the team
The Hardware Support Engineering (HSE) team strives to ensure that Mechatronics & Sustainable Packaging technologies are of the highest quality prior to launch. Our team achieves this by identifying deficiencies, communicating risk, and proposing mitigation strategies. Our team begins by viewing the technology from the perspective of our primary customer: the end user. 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 controls teams.
We are open to hiring candidates to work out of one of the following locations:
Sumner, WA, USA

• 4+ years of technical support experience
• Knowledge of distributed applications/enterprise applications

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.
Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $72,300/year in our lowest geographic market up to $182,000/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. Applicants should apply via our internal or external career site.