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 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) Technical Incident Management and Engineering (TIME) 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 hardware engineers, regional support managers, operations leaders, and site-level maintenance teams to maximize the performance of advanced robotics systems. You will develop deep technical and functional subject matter expertise that will enable you to work directly with our fulfillment center operators and maintenance teams to solve complex and time-sensitive problems. You will be responsible for handling escalations, diagnosing, and resolving complex issues related to mechanical, electrical, and control systems. You will manage problems escalated from sites, develop metrics and software tools to proactively monitor system performance, push threshold-based alerts, and produce daily, weekly, and monthly reports. You will also develop and implement standard operating procedures and feedback mechanisms that ensure the MSP CX team is constantly gathering customer feedback and using that feedback to improve service. You are expected to be able to work independently and with ambiguity in a complex, fast-paced, and high-throughput environment where multi-tasking is required. ** Must be able to travel 50% of time*** Key job responsibilities - Quickly develop a SME level of product knowledge - Provide remote technical support 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 - Offer programming and configuration support for new installations of critical system components - Ensure meticulous maintenance and continuous updating of internal documentation repositories, detailing all troubleshooting processes and repair activities - Document and analyze new or unique issues encountered in the field, delivering detailed reports to engineering teams for further investigation and resolution - Efficiently manage multiple escalations simultaneously, ensuring timely and effective resolution in a fast-paced environment - Participate in a 24/7 on-call rotation to provide continuous support and ensure rapid response to critical issues as they arise Basic Qualifications - BS in Engineering (Mechanical, Electrical, Industrial, or related field) - 5+ years of experience in a controls engineering or support role, with a strong background in industrial automation - Extensive knowledge of PLC’s, VFD’s, and/or EOAT’s, related robotic system components, and integrated control architectures - Excellent analytical and problem-solving skills with understanding of the interplay between mechanical, electrical, and control systems - Strong verbal communication skills, capable of effectively guiding and instructing teams from a remote position - Strong technical writing skills and ability to articulate complex technical subjects to various stakeholder audiences - Demonstrated ability to work independently, managing and prioritizing multiple escalations efficiently Preferred Qualifications - Previous experience in a remote technical support role, providing guidance and troubleshooting for complex automation systems - Previous experience managing vendor relationships - Previous experience developing and delivering in-depth product support training - Previous experience with thermal printing technology, barcode scanning systems, and laser measurement devices - Familiarity with specialized conveyor systems, including diverter mechanisms and high-speed sorting - Professional certifications in industrial automation or related fields (e.g., Siemens, Rockwell Automation, FANUC) - Knowledge of industry safety standards and protocols relevant to industrial automation and machinery - Previous experience with AWS services such as Amazon Cloudwatch 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 $81,400/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. This position will remain posted until filled. Applicants should apply via our internal or external career site.