Field Service Engineer, PSO, Amazon Prime Air

Here at Amazon, we embrace our differences. We are committed to furthering our culture of diversity and inclusion of our teams within the organization. How do you get items to customers quickly, cost-effectively, and—most importantly—safely, in less than an hour? And how do you do it in a way that can scale? Our teams of hundreds of scientists, engineers, aerospace professionals, and futurists have been working hard to do just that! We are delivering to customers and are excited for what’s to come. If you are seeking an iterative environment where you can drive innovation, apply state-of-the-art technologies to solve real world delivery challenges, and provide benefits to customers, Prime Air is the place for you. Come work on the Amazon Prime Air Team! Check out more information about Prime Air on the About Amazon blog:

Amazon Prime Air (PA) is seeking a Product Support Organization (PSO) Field Service Engineer to assist in troubleshooting and diagnosis of day to day problems within our ultra-fast drone delivery operations.

This role will be responsible for ensuring a high degree of technical reliability within drone operations, working closely with design engineering staff and powering a flywheel of continuous improvement in the drone system design. On the front line of drone system operations, you will establish and maintain close relationships with drone maintainers and operators, and provide engineering analyses and solutions to improve the system use experience and uptime. As Prime Air scales, you will also play a key role in bringing new sites online—performing remote provisioning work ahead of launch and providing hands-on technical support on-site during site launches to ensure a smooth and reliable start to operations. The successful candidate will leverage data-driven insights and hands-on experience to identify opportunities and lead implementation of system improvements.

This role is a core member of the PA Product Support Organization (PSO) Engineering team, serving as the first line liaison between operator/maintainer experiences and design engineering improvements or mitigations. In this position, you will bring a unique perspective informed by direct operational data and customer feedback to spearhead system improvements, and address engineering problems discovered in the field. Strong cross-functional engineering fundamentals (mechanical, electrical, software development basics) skills are essential, as well as strong technical communication and documentation skills. Your ability to translate complex system functions into digestible insights and summarize effectively with stakeholders at all levels will be critical to success in this role.

This position may require a deemed export control license for compliance with applicable laws and regulations. Placement is contingent on Amazon’s ability to apply for and obtain an export control license on your behalf.

Key job responsibilities
* Troubleshoot daily system performance anomalies and deliver solutions to operations/maintenance teams
* Assist with launches of new operational sites
* Lead cross-functional system investigations with engineering, maintenance, and operations teams to optimize drone system performance metrics, and drive improvements
* Drive continuous improvement initiatives using data-driven insights to establish benchmark standards and reduce operational burdens
* Develop and maintain documentation for technical procedures
* Deliver measurable system behavior improvements based on data analysis that impacts customer experience, proactively engaging stakeholders to advocate for customers

This role will require travel up to 15% of the time.

BASIC QUALIFICATIONS

- Bachelor's degree in Mechanical Engineering, Aerospace Engineering, Manufacturing Engineering, or an equivalent field
- 3+ years of technical troubleshooting or similar experience
- Experience in project management

PREFERRED QUALIFICATIONS

- Use of engineering project management software such as JIRA, Confluence, or other Agile tools
- 2+ years experience in technical troubleshooting of electromechanical, aerospace, robotics, or automotive systems.
- Experience working in or supporting an operational environment.

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.