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Amazon Hardware Support Engineer, MSP CX-Support in Boston, Massachusetts


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 image yet. 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.

Key job responsibilities

  • 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

  • Create an escalation process for hardware and systems 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

  • Flexible locations across the US

We are open to hiring candidates to work out of one of the following locations:

Boston, MA, USA | Dallas, TX, USA | Edison, NJ, USA | Sumner, WA, USA

Basic Qualifications

  • BS in Engineering (Mechanical, Electrical, Industrial, or related field)

  • 4+ years of experience designing and supporting robotics systems

  • Knowledge and/or working experience with statistical analysis tools, data visualization, and program management

  • Experience leading disciplined technical problem-solving

  • Experience with 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

Preferred Qualifications

  • MS in Engineering (Mechanical, Electrical, Industrial, or related field)

  • Knowledge and or working experience in dealing with big data - Familiarity with industry standard CAD & FEA design tools, industry trends, and design for supportability

  • Familiarity with high-level programming languages including Java, C++, MySQL, or Python, among others

  • Experience creating and implementing scalable standard operating procedures, performance metrics, and feedback mechanisms

  • Experience managing new hardware implementation projects

  • Experience with PLCs and controls systems

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

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 This position will remain posted until filled. Applicants should apply via our internal or external career site.