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Customer Service Engineer

2 months ago

Odense, Odense Kommune, Denmark Universal Robots Full time
Customer Service Engineer

Job Summary: We are seeking a highly skilled Customer Service Engineer to join our team at Universal Robots. As a key member of our support team, you will be responsible for providing exceptional technical support to our customers, ensuring their satisfaction with our products and services.

Key Responsibilities:

  • Conduct technical training programs to ensure our partners are well-versed with our products and services.
  • Establish and nurture strong, positive relationships with our partner network.
  • Regularly communicate with partners to understand their needs, address their concerns, and ensure their satisfaction with our products and services.
  • Provide phone support and case management, acting as the primary tech support for UR Care Customers.
  • Receive and manage escalated cases from TSE, utilizing and contributing to our knowledge base.
  • Deploy and assist Field Service Engineers, ensuring smooth operations.
  • Escalate cases to JIRA and conduct remote fleet assessments.
  • Offer application case support and participate in partner reviews and discussions with the Sales team.
  • Act as a strategic partner for the FSE before deployment, providing guidance and support.

Requirements:

  • Successfully completed technical studies or training as a technician with relevant experience in the field of automation technology or mechanical/electrical engineering.
  • At least 3 years of professional experience in customer service or technical support, ideally in the robotics or automation industry.
  • Clear and precise technical communication skills.
  • An analytical approach to problem clarification.
  • A customer service mindset with a focus on detail and adaptability.
  • Experience working with robots, electronics, mechanical or software systems.
  • Strong customer service orientation, detail-oriented, adaptable, and a team player.
  • Ability to multitask effectively in a fast-paced environment.
  • Experience in fault diagnosis and troubleshooting of robot applications and automation solutions at customer sites is an advantage.

About Universal Robots:

We are a diverse group of bright, ambitious people working at the forefront of collaborative robotics. Through our agility, resilience, and entrepreneurial approach, we are taking our innovative robot products into more markets and regions than ever before.

We employ around 1000 people in offices across North America, South America, Europe, and Asia – and we're growing all the time. If you're looking to build your career working with some of the best talent from all over the world, we want to get in touch with you.

How to Apply:

Send your application using the link. We take candidates into the recruitment process on a continuous basis and encourage you to apply as soon as possible.

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