Technical Support Specialist, Mechatronics and Sustainable Packaging Expert

2 weeks ago

Austin, Texas, United States Amazon Full time
About the Role

We are seeking a highly skilled Technical Support Specialist to join our Mechatronics and Sustainable Packaging team. As a key member of our team, you will provide technical support and expertise to our internal fulfillment and transportation network customers who rely on advanced robotics technology to fulfill and ship customer orders.

Key Responsibilities
  • Develop deep technical and functional subject matter expertise to work directly with our fulfillment center operators and maintenance teams to solve complex and time-sensitive problems.
  • Handle escalations, diagnose, and resolve complex issues related to mechanical, electrical, and control systems.
  • 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.
  • Develop and implement standard operating procedures and feedback mechanisms to ensure the MSP CX team is constantly gathering customer feedback and using that feedback to improve service.
Requirements
  • 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
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
About Amazon

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.

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.

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