Hardware Support Engineer
At Walmart Advanced Systems & Robotics, we're building the infrastructure that will power the next generation of retail experiences. We're the team behind Alphabot®, a new technology that's changing the way America shops. Our automated pickup and delivery systems use a combination of robotics and software to efficiently handle large volumes of online orders, streamlining operations for managers and enhancing the customer experience. We're passionate about robotics, retail, and creating solutions that impact millions of customers daily.
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.
- Competitive pay and performance-based bonus awards
- Competitive 401(k) matching program, stock purchase plans, and equity opportunities
- Comprehensive health, vision, and insurance plans with options for dependent coverage
- Unlimited PTO for salaried employees, covering vacation, holidays, and personal days
- Up to 12 weeks of fully paid maternity/paternity leave
- Special Walmart discounts for in-store and online purchases
- Complimentary daily lunches, beverages, and snacks
- Other benefits include short-term and long-term disability, Military Leave Pay, adoption and surrogacy expense reimbursement, and more
Walmart, Inc. is an Equal Opportunity Employer. By Choice. We believe we are best equipped to help our associates, customers, and the communities we serve live better when we really know them. That means understanding, respecting, and valuing diversity – unique styles, experiences, identities, abilities, ideas and opinions – while being inclusive of all people.
What We Do
Walmart Advanced Systems & Robotics, previously known as Alert Innovation, is now an essential component of the Walmart organization. Founded in 2013, the company focused on revolutionizing the retail industry through cutting-edge automation and robotic technologies.
In 2016, Walmart began collaborating with Alert Innovation on a customized solution for their market fulfillment centers. This partnership led to the successful pilot of the first Alphabot System in 2019 paving the way for Walmart’s acquisition of Alert Innovation in November 2022. Since the acquisition, Walmart has successfully launched several new market fulfillment centers and continues to rapidly scale this new technology at stores nationwide.
Why Work With Us
Our company is unique in that we are strongly tied to our core values. Our employees are passionate and driven individuals who together with our collaborative nature take on tomorrow's challenges and bring retail into the 21st century using robotics. Join our team and experience the difference.
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