Field Service Engineer

Do you have what it takes to provide post-sales field service & technical support for a unique and groundbreaking robotic product with a very large installed base and huge growth potential? Do you enjoy problem-solving and working with customers?

Bring your problem-solving skills and technical expertise to our global Services organization and make your impact by providing onsite service solutions towards customer case resolution and preventative service programs. Be part of a growing team with a customer-first focus!

Universal Robots is leading the collaborative robot (“cobot”) market space worldwide with the largest market share. We’re not like the traditional caged robot companies, which positions us well for growing the non-caged collaborative robot application in millions of manufacturing lines in multiple applications such as palletizing, machine tending, welding, visual inspection etc. 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 in various regions of the world. Together you will be part of a global and regional organization helping our customers get most out of their investments via achieving high uptime performance on the Cobot/Robot based manufacturing cells.
 

We are changing the ground rules in automation – and it is being noticed!

Universal Robots (UR) 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. UR is a platform company of automation giant Teradyne corporation based out of Boston, MS.

Key Responsibilities of our future Field Service Engineer

• Onsite support of our customers in the diagnosis, repair, and maintenance of UR robots on demand and planned. Onsite techniques to include break-fix repair, factory calibrate, technical troubleshooting, preventative maintenance activities, positioning of service contract value proposition, and identifying new opportunities for further Cobot based automation in the facility or sister facilities.
• Provide remote technical support through multiple communication mediums with a focus on remediating customer inquiries
• Prepare technical documentation (CRM Case Management and applicable warranty and/or field service documents)
• Manage cases through the service recovery process to conclusion
• Proficient in various proactive service plans offered and can walk various stakeholder Customers through the value proposition and get their buy in, while measuring price appetite and budget constraints/timing.
• Role may evolve into a service van-based & delivery model. Scope will require managing service inventory in the van and coordination with head quarter for replenishments.
• Role will be driving high fix right first time metrics, capacity utilization metric and service cost productivity metric, and Customer satisfaction metric.

This is a great job for a person who accepts nothing less than personal greatness because you get to: 
 

• Exhibit a proactive, active, and curious approach to tasks, which provides a holistic, business-oriented, and long-term assignment as a part of long term service agreements. Gets excited about positioning the value of planned service to Customers to convert them from On-Demand service model to a proactive service based service model.
• 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 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
• Adopts advanced field service tools such as field service modules and service mobility offered by sales force CRM.

It’s you we are looking for!
 

You are expected to come with an associate degree or higher in a technical field or engineering.  Also, a minimum of 2 to 4 years’ experience in robotics, or the industrial automation industry.   A strong mechanical and electrical background. Previous field troubleshooting and repair experience is preferred.  It would be great, but not required, if you possessed functional knowledge in a high-level programming language such as C++/Java/Python.

We are looking for a colleague that comes with the following skills and personality traits:

• Enjoys customer facing interactions, but also on the phone and through email
• Able to systematically analyze problems within defined procedures and best practices to appropriate resolution
• Have an aptitude for attention to detail and very hands on
• Is outgoing, service-minded, and able to commit at different organizational levels and in different parallels
• Is highly organized with the ability to manage multiple service cases/tasks simultaneously while effectively prioritizing these projects and tasks
• Approachable and takes pride in providing a high standard of service and support to customers and partners
• A self-starter who is resourceful and initiates work without specific instruction
• Possesses strong business acumen
• Flexible and works professionally
• Able to cope with ambiguity and in fast paced environments
• Ability to work in home office 30% & in the field 70%
• Be located within 1 hour of a major airport
• Will be open to career growth opportunities
   

Join Universal Robots, a Teradyne robotics platform company

Universal Robots offers an exciting job with great professional challenges and the opportunity for you to influence your own progression. We emphasize an informal and good work environment where you will have an opportunity to gain influence and be part of making a difference.

Learn more about the company and the products you will be working with here.

We look forward to learning more about you!