Customer Service Engineer Position at Universal Robots

4 weeks ago


Odense, Odense Kommune, Denmark Universal Robots Full time
Job Title: Customer Service Engineer Position at Universal Robots

Job Summary: We are seeking a highly skilled Customer Service Engineer to join our team at Universal Robots. As a key member of our sales operations team, you will be responsible for providing technical support and assistance 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:
  • Relevant degree in Robotics Engineering or gained similar experience through years of working with our robots.
  • Master's degree in a technology-related field, certifications related to service operations, project management, or specific technologies used in the role (e.g., JIRA), and specific technical training related to the products and services of the company.
  • 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.

Why Join Us: At Universal Robots, we believe that automation should be accessible to everyone. Our vision is to create a world where people work with robots, not like robots. We're a diverse group of bright, ambitious people working at the forefront of collaborative robotics. We're taking our innovative robot products into more markets and regions than ever before. Join us and help shape next year's innovations. Move a fast-growing industry forward. Build a truly global career.

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