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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 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