DESCRIPTION
Amazon Robotics designs, manufactures and implements cutting edge technologies within fulfillment centers at the heart of Amazon’s core business. We are seeking exceptional and self-motivated individuals to support the Amazon Robotics system – ensuring optimal performance, uptime and reliability of critical global operations and driving improvements to the performance and supportability of products, systems and tools.
In this role, you will apply technical and functional subject matter expertise to resolve complex and critical issues related to mechanical, electrical and control systems, develop Support processes and tools and drive new product supportability. Successful candidates will possess strong problem solving, customer obsession, strong ownership, process design, leadership, technical learning capabilities, ability to establish priorities, work independently, and proceed with objectives without supervision. This role requires a strong passion for cutting edge technology and a desire to drive long-term improvements through collaboration with Engineering and Operations teams.
Working Shift - Back Half : Tuesday through Saturday 9am - 5pm Eastern Standard Time
Travel to customer sites is expected, but not exceeding 15% yearly.
Key job responsibilities
* Leverage Support processes, systems and tools to resolve a variety of technical problems
* Own problems through resolution, engaging technical subject matter experts as needed
* Manage, prioritize, and respond to cases within defined SLA’s
* Provide remote technical support and guidance for escalated issues involving industrial automation systems
* Assist local maintenance teams in diagnosing and troubleshooting mechanical, electrical, and control system problems and guide them through standard repairs
* Develop and execute command-line scripts
* Create and maintain problem resolution procedures and identify need for new tools to support existing solutions
* Make configuration changes and perform change management activities
* Become a subject matter expert in one or more areas, serving as a point of escalation on critical issues
* Drive Collaboration with Support, Software, Hardware and System Engineering teams to resolve complex issues escalated from internal technical support groups.
* Develop training documentation and provide mentoring to new Engineers.
* Proactively detect and resolve issues through the use of monitoring systems and alerts.
* Own and drive Root Cause Analysis (RCA), including preventive measures, for critical issues.
* Actively seek solutions to customer needs, communicating trends to leadership, and suggesting innovative solutions on behalf of the customer experience
* Participate in a 24/7 on-call rotation to provide continuous support and ensure rapid response to critical issues as they arise