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Field Service Engineer/ Midwest

ID:  2740
Function:  Engineering
Location: 

Ann Arbor, MI, US Lake Zurich, IL, US


Organization & Role

Do you have what it takes to provide post-sales technical support for a unique and groundbreaking product with huge development potential? Do you enjoy problem-solving and working with customers? Bring your problem-solving skills and technical expertise to our Services team and make your impact by providing onsite solutions towards case resolution. Be part of a growing team with a customer-first focus!

 

Universal Robots is leading the collaborative robot (“cobot”) space, having captured 60% market share in less than ten years. We’re not like the traditional robot companies, which is a good thing. We think differently, work differently, and grow differently. Now we need a talented and motivated individual to be our Field Service Engineer who is based out of the greater Ann Arbor or Chicago area. Together you will be part of a global team helping our customers find resolution to their problems.


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.  Learn more about Universal Robots and our products here.
 

Responsibilities

  • Support customers in diagnosis and repair of on-site robots
  • Provide remote technical support through multiple communication mediums with a focus on remediating customer inquiries.
  • Provide on-site technical support to distributors, Certified System Integrators (CSI), and end-customers on-demand
  • Prepare technical documentation (CRM 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, which provides 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 and deliver optimal and satisfactory solutions for internal and external customers on the based-on professionalism and specialist knowledge
  • Participate well in internal and external relations and can 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

Basic Qualifications & Skills

•    2 to 4 years’ experience in robotics, or the industrial automation industry.   
•    Strong mechanical and electrical background. Previous field troubleshooting and repair experience is preferred.  
•    Functional knowledge in a high-level programming language such as C++/Java/Python is a plus
•    Enjoys customer facing interactions.  Strong written and verbal communication skills
•    Able to systematically analyze problems within defined procedures and best practices 
•    Outgoing, service-minded, and able to commit at different organizational levels and in different parallels
•    A self-starter who is resourceful and initiates work without specific instruction
•    Possesses strong business acumen
•    Able to cope with ambiguity and in fast paced environments
•    Up to 70% travel
•    Must be located within 1 hour of a major airport
 

Education

•    Associate’s or Bachelor’s degree in a technical field or engineering.  

 

This job requires the individual to be fully vaccinated against COVID-19 or be tested regularly in order to work in the office. 

 

#LI-SMTER


Nearest Major Market: Ann Arbor
Nearest Secondary Market: Detroit

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