Hardware Support Engineer

We're hiring Hardware Support Engineers (HSEs) who possess a unique combination of flexibility, problem-solving, deep dive, and troubleshooting skills along with the ability to provide remote and on-site support. As part of this highly visible team, candidates will have the opportunity to work closely with Commissioning, Engineering, and Operations teams to contribute to the successful deployment and reliable operations of our automated pickup and delivery fulfillment systems. Acting as subject matter expert and primary escalation point of contact on hardware issues for the sites, the HSE will work with Hardware Performance and Product Engineering teams to proactively identify and escalate, when necessary, issues impacting Operations and Facilities Management teams. HSE will travel to sites as needed in their region to assist local teams with training, troubleshooting difficult hardware issues, upgrades, retrofits, and collecting voice of customer feedback. Ideal candidates will be... hands-on with strong electromechanical aptitude, a passion for troubleshooting, great communication, a bias for action, and the ability to dive deep, and leverage data analytics and project management skills in a customer-facing environment. What you’ll work on: • Participates in front-line resolution of technical inquiries, site issues, and escalations; the topics of these issues, inquiries and escalations may include but are not limited to performance, troubleshooting of offline hardware, spares, and maintenance tools. • Collect, analyze, and report on hardware quality issues and trends to Hardware Performance and Hardware Engineering teams. Develop dashboards for trending data. • Recommend and implement changes to the maintenance plans, conduct periodic audits, and ensure Hardware Maintenance compliance at all sites. • Works with ASR product and support teams on the resolution of complex technical issues and escalations. • Act as a Trainer Maintenance Technicians onsite as needed in coordination with the LTD team. • Collect voice of customer feedback regarding continuous improvements for ASR processes and new site launches. • Provide on-site support to the System Operators and Maintenance techs with System Recoveries, Issues Resolution, and Training, as needed Physical requirements: • Lift and move tools weighing on average 20 pounds, occasionally weighing up to 50 pounds • Engage in full manual dexterity in both hands and wrist • Regular bending, lifting, stretching, and reaching both below the waist and above the head while on-site. • Ability to climb ladders and gangways safely and without limitation • Ability to work in all environments (Ambient, Chilled, and Frozen) and confined spaces using approved PPE. Customer Service: • Position may be require to be on-call at times, including holidays and weekends • Dedicated to supporting production by working in a safe, customer-focused manner. • Must be highly self-motivated and customer-centric. • Willing to travel domestically up to 30% of the time. Required qualifications: • Bachelor’s degree in Engineering (Mechanical Engineering, Industrial Engineering, Robotics Engineering, or similar). • Ability to work independently with limited supervision. • Understanding of Problem-Solving tools such as 8D, Cause and Effects, FMEA. • Excellent written and oral communication skills for technical and non-technical content. • Ability and willingness to travel up to 30% of the time to support sites. • Proficiency in SQL, Python, MATLAB, Power BI, or similar tools for data analysis, reporting, and visualization, focusing on hardware quality and performance preferred. • Experience using data-driven insights to recommend and implement process improvements Apply Job!