We Are UR and we continuously redefine automation. At Universal Robots, part of Teradyne Inc., we have a simple mission: Automation for Anyone. Anywhere. Our vision is to create a world where people work with robots, not like robots. With 75,000+ cobots already installed worldwide, we're making a difference. Working towards our vision gives us endless opportunities to learn, grow, innovate, and solve problems together as we bring our technology to companies of all sizes all over the world. Universal Robots is a great place to work with an exciting company culture, passionate employees, and a supportive management team, all poised for continued growth. Our product is taking the industry by storm, receiving several industry awards.Responsibilities:Onsite support of our customers in the diagnosis, repair, and maintenance of UR robots in relation to Service plans and on demand.Provide remote technical support through multiple communication mediums with a focus on remediating customer inquiries.Prepare technical documentation (Salesforce Case Management and applicable warranty and/or field service documents).Manage cases through the service recovery process to conclusion.Exhibit a proactive, active, and curious approach to tasks, providing a holistic, business-oriented, and long-term assignment.Seek opportunities to identify creative and innovative solutions to tasks, field trends, and system inefficiencies.Take responsibility for the delivery of optimal satisfactory solutions for internal and external customers based on professionalism and specialist knowledge.Participate well in internal and external relations and act as an ambassador for Universal Robots.Achieve Technical Support KPI's for case resolution and customer satisfaction.Work independently, as well as with a team.We are driven by honesty and act with integrity. You are expected to come with an associate degree or higher in a technical field or engineering, along with a minimum of 2 to 4 years of experience in robotics or the industrial automation industry. A strong mechanical and electrical background is essential. Previous field troubleshooting and repair experience is preferred. It would be great, but not required, if you possessed functional knowledge in high-level programming languages such as C++/Java/Python.We are looking for a colleague who enjoys customer-facing interactions, whether in person, over the phone, or through email. The ideal candidate will be able to systematically analyze problems within defined procedures and best practices, ensuring appropriate resolution. They should have a strong aptitude for attention to detail, be highly hands-on, and maintain excellent organizational skills. The ability to manage multiple service cases and tasks simultaneously while effectively prioritizing them is crucial. Additionally, the candidate should be approachable and take pride in delivering a high standard of service and support to customers and partners.
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