You will develop and implement diagnostic solutions, escalation processes, standard operating procedures, and preventative maintenance protocols for the RDPI hardware product suite. You will proactively monitor system performance, identify trends, and provide "voice of the field" feedback to development and test engineering teams. This role requires independent judgment and comfort working with ambiguity in a complex, fast-paced, high-throughput environment where multi-tasking is essential.
Key job responsibilities
Provide on-site hands-on troubleshooting, repair, and hardware support for RDPI automation and robotics systems at Amazon Labs, Fulfillment Centers (FCs) and Sortation Centers (SCs) across North America
Execute and support SAT, DVT, and functional testing activities in both lab (BOS35) and field environments, working alongside Test Technicians, Test Engineers, and Hardware Design Engineers.
Identify, analyze, and resolve mechanical, electrical, and electro-mechanical system issues across the RDPI hardware product suite (USP, Olympus, Gen14, Velocity and emerging platforms)
Design and implement electro-mechanical tools, fixtures, and diagnostic solutions to minimize troubleshooting time and reduce machine downtime
Develop and implement proactive monitoring tools and methods to measure safety, reliability, and performance of RDPI hardware systems in the field
Create escalation processes, standard operating procedures (SOPs), and preventative maintenance protocols for RDPI hardware
Conduct root cause analysis (RCA) and failure investigations, documenting findings and driving corrective actions back to the HW development and test engineering teams
Design and lead training sessions and develop training content for on-site test technicians and site Reliability & Maintenance Engineering (RME) teams
Develop and implement spare parts management recommendations and processes for field-deployed RDPI hardware
Produce performance reports and provide "voice of the field" feedback to HW development, test engineering, and program teams
Oversee and provide technical guidance to Test Technicians during field deployments, ensuring adherence to test plans and safety protocols
Partner with site-level RME teams to maximize RDPI hardware system performance during and after testing campaigns
Up to 75% travel expected
A day in the life
As a Hardware Support Engineer on the RDPI GE HW Field Service team, your day begins by reviewing system performance data and field test reports from active deployment sites. Perhaps overnight testing at a New Jersey FC revealed an intermittent sensor fault on a USP machine, or a part failed at a New York site and a spare is not available. You analyze metrics to identify trends and risks, developing de-risking actions for the weekly business review with your Test Manager.
You troubleshoot remotely with on-site test technicians via video, walking them through diagnostic procedures for an electro-mechanical issue. Later that morning, you travel to an active testing site to conduct a hardware audit on a newly deployed Olympus system, gathering feedback from the site RME team and coordinating with the Test Engineer who owns the test plan.
In the afternoon, you're hands-on with the hardware—swapping a suspect actuator assembly, running functional checks, and documenting your findings in a detailed failure investigation report. You design a quick diagnostic fixture to help technicians isolate a recurring conveyor alignment issue more efficiently. Before wrapping up, you coordinate with the BOS35 Test Manager and Supervisor on the next week's field deployment schedule, update your SOPs based on lessons learned, and present a root cause summary to the HW development team that will influence the next design iteration.
We are open to hiring candidates to work out of: Boston, MA (BOS35) with up to 75% travel required to Amazon Fulfillment Centers and Sortation Centers across North America.
About the team
Our GE HW Field Service Tech team is part of the RDPI Global Engineering Hardware Engineering organization. We operate in a highly collaborative, multi-disciplinary environment working alongside hardware engineers, software engineers, controls engineers, reliability engineers, test engineers, and operations teams. Our field service team provides critical hands-on support to ensure RDPI hardware platforms perform reliably during testing, validation, and deployment across Amazon's fulfillment network.
We focus on bridging the gap between lab-based development and real-world field performance—our team is the eyes, ears, and hands of the HW Test Engineering organization in the field. We work backwards from the technician and site operator experience to identify hardware deficiencies, communicate risk, and propose mitigation strategies. Our hands-on approach to testing, troubleshooting, and investigating puts us in the shoes of operators and technicians in the field. We work backwards from these insights to satisfy engineering requirements, partnering with safety, hardware, software, controls, and cross-functional support teams.
Our work spans the entire product development lifecycle—from early design verification and factory acceptance through site acceptance testing and continuous improvement of deployed systems across hundreds of fulfillment centers in North America. What sets our team apart is our direct, hands-on engagement with the hardware at scale, ensuring our automation solutions deliver exceptional performance, reliability, and quality. Our contributions directly impact Amazon's sustainability goals, operational efficiency, and the customer experience for millions of packages shipped daily.
We're responsible for field support of diverse automation technologies including Universal SmartPac (USP), EcoPac, Assisted Bagging, URL-SLAM, UIS 2.0 (Universal Item Sortation), ASAD (Automatic Scanning at Dock Door), Olympus, Gen14, and emerging Pack Assist technologies.
Experience managing lab resources, equipment, and supplies
Bachelor's degree in Mechanical Engineering, Electrical Engineering, Mechatronics, or related STEM discipline (or equivalent hands-on experience)
Experience in field service, commissioning, or site acceptance testing of industrial automation, robotics, or packaging machinery
Experience with hardware functional testing (L1–L4), design verification testing (DVT), and factory/site acceptance testing (FAT/SAT)
Experience designing electro-mechanical diagnostic tools, fixtures, or jigs to support troubleshooting
Experience developing standard operating procedures (SOPs), preventative maintenance protocols, or training content for technical teams
Experience with root cause analysis methodologies (5-Why, Fishbone, 8D, etc.)
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.
The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits.
USA, MA, Westborough - 90,400.00 - 158,200.00 USD annually
