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Amazon Support Manager, 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 network customers that rely on advanced robotics technology to fulfill and ship customer orders.

In this role on the MSP CX team, you will hire and develop a team of engineers working directly with product development and site-level reliability, maintenance, and engineering teams to maximize the performance of advanced robotics systems. Your team is responsible for being the link between sites and engineers working within the MSP organization. Your team will launch new systems, develop and implement support mechanisms, proactively monitor system performance, share best practices, and implement continuous improvement initiatives across Amazon's customer fulfillment network. In this role, 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.

Key job responsibilities

  • Hire and develop a team of engineers that will partner with technologists, product development teams, manufacturing teams, and site level reliability, maintenance, and engineering teams to maximize the performance of advanced robotics systems

  • Develop and implement standard operating procedures, performance metrics, and feedback mechanisms for your hardware support engineers

  • Develop metrics and proactive monitoring tools to measure the reliability and performance of advanced robotics systems as well as measure success of support mechanisms.

  • Build an effective working relationship with key stakeholders and engineering leaders supporting Amazon operations

  • Identify, analyze and resolve mechanical and system issues across the MSP Cx product suite

  • Produce daily and weekly reports on the products in the MSP Cx product suite

  • Partner with leaders and engineers in the MSP organization to deliver new and innovative products to the customer fulfillment network

  • Provide requirements and “voice of the customer” feedback to development and support teams

  • Provide on-site support for new product implementation efforts

  • Flexible locations across the US

  • Up to 75% travel expected

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)

  • 5+ years of experience designing and supporting robotics systems

  • 2+ years leading engineering teams

  • Familiar 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

  • Proven communication skills with the ability to discuss complex technical issues with both technical and non-technical teams

  • Proven problem-solving and analytical skills

  • Knowledge of disciplined technical problem-solving techniques like 8D, 5-Why, Fishbone, and FMEA, among others

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

  • 3+ years of technical product or program management experience

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 $114,300/year in our lowest geographic market up to $222,200/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 Applicants should apply via our internal or external career site.