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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 Grocery Robotics and Automation Systems (GRAS). We are a smart team of doers that work passionately to apply cutting edge advances in robotics to solve real-world challenges that will transform our customers’ experiences in ways we can’t even image yet. We invent new improvements every day. We will give you the tools and support you need to invent with us in ways that are rewarding, fulfilling and fun.

In this role, you will troubleshoot design, performance and testing activities for our newest Robotics and Automation solutions that are deployed in the field. The individual will be responsible for monitoring and resolving tickets escalated from operations and RME teams, maintain self-service troubleshooting tools, create and maintain VoC feedback loops, manage system-driven high severity downtime events, monitor and report on fleet level availability, manage network availability and quality escalations, manage stakeholder and vendor relationship to drive product support, maintain a repository of maintenance and operator reference and keep track of the site spare parts situation. You will work with supply chain to reorder spare parts for sites when required. You will work in close collaboration with our Operations teams, Engineering teams, Equipment Vendors, Software Developers and Procurement teams to deliver continuous improvement and tech troubleshooting aligned with business needs.

Successful candidates will have strong experience in technology troubleshooting/development as well as testing within the large robotics systems discipline. (for example: industrial robotic cells, automated storage and retrieval systems, auto packing/bagging machines).

As a Sr. Technical Support Engineer you will:

• Troubleshoot complex technical problems

• Monitor and resolve tickets escalated from operations and RME teams

• Manage vendor relationship to drive product support

• Develop pragmatic solutions, building and/or designing flexible systems without over-engineering.

• Debug and resolve problems at their root, stepping back to understand the broader context.

• Understand fundamental electrical and mechanical constraints

• Consistently follow engineering best practices and where possible drive their adoption.

• Conduct multiple weekly standing meetings with internal teams and vendors to plan and track deliverables.

• Deep dive on technical details and lead solutions.

• Lead critical path schedule items and escalate to leadership on potential risks.

• Work in close collaboration with operations, design teams, software teams and equipment vendors, working across multiple time zones.

About the team

The Grocery Automation and Robotics Systems Team innovates, designs, develops, and integrate automation solutions to reduce cost and time to serve, while improving customer and employee experience for our Grocery operations. Our road map focuses on systematically improving every aspect of the Amazon’s Grocery operation from: associate experience, safety, costs, storage, throughput capacity, speed, flexibility, scalability, sustainability, operational performance and reliability. Our team members possess deep design experience and innovation skill-sets in these technical areas. We work closely with internal partner teams in all geographies to align priorities, eliminate duplication or waste.

Basic Qualifications

Basic qualifications

• Bachelor’s degree in engineering or a related technical field

• 5+ years relevant work experience in troubleshooting, developing and testing of highly automated systems and/or robotics

• Experience working with equipment suppliers,

• Flexibility to travel up to 50%.

• Thorough understanding and use of principals, theories and concepts in hardware engineering software design and ability to apply them to product design

• Strong organizational skills and the ability to work well with teams

• Ability to effectively communicate concepts and write technical documents

• Desire and energy to work in a fast-paced agile environment

• Experience with full lifecycle and proficiency at completing tasks to meet associated milestones

• Experience evaluating design, performance and logistical tradeoffs for hardware systems

• Experience in using Modeling, Project Management, CAD and Software programming tools.

Preferred Qualifications

Preferred qualifications

• Proven technical leadership experience in development, testing and implementation of large scale, complex technology projects.

• Working knowledge using MS Excel, AutoCAD, MS Project, and software for technical document writing such as Visio, Word, Excel and/or PowerPoint.

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 $108,900/year in our lowest geographic market up to $188,200/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 https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.