Job Description
DESCRIPTION
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 Amazon Robotics. We invent new improvements every day. We are Amazon Robotics and we will give you the tools and support you need to invent with us in ways that are rewarding, fulfilling and fun.
We are seeking exceptional candidates who possess a blend of technical and customer-facing skills to successfully support the Amazon Mobile Robotic Systems. This job will require a unique combination of flexibility, troubleshooting, creativity, problem-solving skills, drive and ability to travel. As part of this highly visible team, candidates have the opportunity to work closely with Amazon Asia-Pacific (Japan, Australia) fulfillment customers to contribute to the successful deployment and reliable operations of our Robotic Systems.
A successful candidate will have technical aptitude, lead customer communication and stakeholder management, have a passion for hardware and software, broad troubleshooting skills, and a desire to work within an elite group at the leading edge of robotic technology.
Key job responsibilities
- Secondary line, on-call (and as required on-site) resolution of customer technical inquiries and escalations; the topics of these inquiries and escalations may include but are not limited to: Hardware and System Failures, Degraded Hardware and System Performance, and Safety Critical Issues.
- Provide Remote and On-Site Support (70%, 30% respectively) to building deployments in line with existing Standard Operating Procedures around equipment recovery and maintenance.
- Lead and coordinate content for field training and certification exercises.
- Facilitate spare hardware and tool inventory management.
- Work with cross-functional support and engineering teams on resolution of complex technical inquiries and escalations.
- Proactively monitor system performance and react to field issues using pre-defined troubleshooting methods to address concerns associated with hardware and floor health and escalate to Leadership when necessary.
- Present site performance and hardware status at regular cadences using established performance dashboards.
- Collect, analyze, and report field failure data and quality trends to field quality teams.
- Execute and coordinate site audit schedules and prepare audit reports. Work with local teams to develop and track corrective action plans to completion.
- Collect voice of the customer feedback regarding continuous improvements for AR processes, tools and fixtures.
- Travel between 30-50% of the time to domestic sites, within assigned support region within a business day
About the team
The Global Safety & Support team strives to ensure that our customers i.e. site Safety, Operations, Reliability and Maintenance Engineers, are self sufficient in maintaining Amazon Robotic technologies across the world. 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.
BASIC QUALIFICATIONS
- BS in Mechanical Engineering, Computer Engineering or related field.
- Fluency with verbal and written communication skills in both English and Japanese.
- Experience leading disciplined technical problem-solving; able to use Service Documentation and system schematics along with system logs to suggest efficient diagnostic actions to isolate root causes of faults in complex interconnected systems.
- Ability to manage multiple high-priority tasks simultaneously and work independently with limited supervision.
- Successfully led projects/process improvements within service functions
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