Senior Hardware Support Engineer

Alert Innovation, now powered by Walmart, is a fast-growing venture on a mission to reinvent retail through robotics. We’ve partnered with Walmart to develop our Alphabot® technology, which is currently being deployed at stores throughout North America.

Alert is looking for exceptional candidates who possess a blend of technical and customer-facing skills to successfully support the Alphabot Systems. This role will require 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, NOC, Engineering and Operations teams to contribute to the successful deployment and reliable operations of the Micro Fulfillment Centers.

Acting as Alphabot SME and primary escalation POC on hardware issues for the sites in the region, the Hardware Support Engineer (HSE) will work with Hardware Performance and Product Engineering teams to proactively identify and escalate, when necessary, issues impacting Operations and Facilities Management teams. The HSE will ensure maintenance compliance of all assets in their region, manage and recommend changes to the maintenance plan, manage mix/max levels, while assisting the sites with implementing best practices. HSE will proactively travel to sites in their region to assist local teams with training, difficult hardware issues, upgrades, retrofits, and collect voice of customer feedback. 

A successful candidate will be a hands-on individual with strong electromechanical aptitude, a passion for troubleshooting, great communication, bias for action, ability to deep dive, who leverage data analytics and project management skills in a customer facing environment.  

WHAT YOU’LL WORK ON:

• Develop a comprehensive regional strategy and execution plan to support Operations and Facilities Maintenance teams.
• Participate and lead (where applicable) 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.
• Provide on-site support to the System Operators and Maintenance techs with System Recoveries, Issues Resolution, and Training.
• Recommend and implement changes to the maintenance plans, conduct periodic audits, and ensure Hardware Maintenance compliance at all sites in the region.
• Manage hardware upgrade or rework, implement Field Changes, manage Min/Max levels and assist with return material logistics.
• Engage with Site Operations, Alert Support, and Engineering teams to identify and remove process bottlenecks, and influence managers and leaders to implement changes.
• Works with Alert support teams on resolution of complex technical inquiries and escalations. Define and develop risk resolution plans for the sites in the assigned region.
• Act as a Trainer for Sys Operators and Maintenance Techs as needed in coordination with the LTD team.
• Collect, analyze, and report on hardware quality issues and trends to Hardware Performance and Hardware Engineering teams. Develop dashboards for trending data.
• Collect voice of the customer feedback regarding continuous improvements for Alert processes and new site launches. 

PHYSICAL DEMANDS:

• 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 NEEDS: 

• Position may be required to be on-call, including holidays and weekends
• Flexibility with work hours and days while supporting 7 days week operation, (including holidays)
• 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 time. 

BASIC QUALIFICATIONS: 

• Bachelor’s degree in Engineering (Mechanical, Industrial Engineering, Robotics 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 communications skills for technical and non-technical content
• Ability and wi