Technical Support Representative: Teradyne Robotics(UR & MiR: Philippines: Cebu)

Our Purpose

TERADYNE, where experience meets innovation and driving excellence in every connection. We are fueled by creativity and diversity of thought and in our workforce. Our employees are supported to innovate and learn something new every day.
We cultivate a culture of inclusion for all employees that respect their individual strengths, views, and experiences. We believe that our differences enable us to be a better team – one that makes better decisions, drives innovation and delivers better business results.

About Teradyne Robotics

Teradyne Robotics brings together leading innovators in collaborative and autonomous robotics, including Universal Robots (UR), the global leader in collaborative robots (cobots), and Mobile Industrial Robots (MiR), a pioneer in autonomous mobile robots (AMRs). Together, UR and MiR empower businesses worldwide to automate safely, flexibly, and efficiently across manufacturing, logistics, and industrial environments.

At Teradyne Robotics, we value customer focus, technical excellence, collaboration, and continuous learning.

Opportunity Overview

Are you passionate about helping others and solving problems? Do you thrive in a fast-paced environment where you can make a real difference? If so, our Technical Support Representative role might be the perfect fit for you! This exciting position puts you at the forefront of customer interactions, providing technical support and advocating for their needs. Keep reading to learn more about how you can leverage your skills to positively impact on our customers and our company.

The Technical Support Representative is the primary interface for Universal Robots (UR) and Mobile Industrial Robots (MiR) customers and partners contacting the center for hardware and software support. This role is responsible in synthesizing both internal and external feedback and turns it into actionable items, leads the corrective actions, supports teams, and projects that will deliver solutions for the customers. Works closely with the Technical Customer Support organization and other appropriate groups to ensure customer satisfaction on key accounts.

The Technical Support Representative will be responsible for providing technical support to customers following a multi-tiered approach. This includes managing the daily workload through incident tracking systems. This role will also be responsible for adhering to the Incident Reporting and Escalation system and procedures to ensure the resolution of customer and field reported faults, queries, and complaints as a first point of contact while contributing to meeting the team´s goals, metrics and key performance indicators. 

Business Hours: Monday - Sunday 24X7

Work Hours: 5 scheduled days, which may include weekends, holidays, and on call.

Key Responsibilities: 

Technical Support & Customer Assistance

• Provide first-level technical support for UR cobots, controllers, and software as well as MiR robots, fleet systems, and navigation software.
• Diagnose and troubleshoot hardware, software, and application-related issues using established tools and documentation.
• Guide customers through troubleshooting steps via phone, email, and case management systems.
• Accurately document customer issues, actions taken, and resolutions in the support ticketing system.

Case Management & Escalation

• Create, update, and manage technical support cases according to defined SLAs.
• Escalate complex issues to Customer Service Engineers (CSE) or specialized teams following established procedures.
• Collaborate with global support teams across different time zones to ensure case continuity.
• Monitor open cases and follow up to ensure timely resolution and customer satisfaction.

Process Adherence & Continuous Improvement

• Follow documented support processes, troubleshooting guides, and internal procedures.
• Contribute to knowledge base improvements and process documentation when gaps are identified.
• Participate in training, shadowing, and continuous learning programs to maintain technical proficiency across both UR and MiR product lines.

Collaboration & Communication

• Work closely with internal teams such as Customer Service, Engineering, Field Service, and Sales Support.
• Communicate technical information clearly and professionally to both technical and non-technical customers.
• Maintain a customer-focused mindset while balancing technical accuracy and efficiency.

All About You

We seek individuals who share our passion and determination. Our commitment to customer success drives us to go the extra mile. If you’re ready to join us in this mission, take a closer look at the minimum criteria for the position.  

Minimal Requirements:

• Bachelor’s degree in a Technical or Engineering (Mechanical Engineering, Electronics & Communications Engineering, Mechatronics or related) field with minimum 1-year technical experience
• Strong communication and customer relationship skills
• Strong lateral and critical thinking mindset towards solving problems.
• Proactive and relentless follow up of active cases
• Excellent verbal and written communication skills in English
• Familiar with Microsoft Office package (PowerPoint, Excel, Word, Outlook)
• Detailed oriented
• Demonstrate excellent workload management skills.
• Flexibility with supporting “on-call” after hours support and shifting schedules based on customer demand and/or group manpower shortages
• Availability to work on holidays
• Previous experience in technical support role

Preferred Requirements:

• Fluent in English

• Familiarity with:

• PLCs, sensors, motors, or industrial controllers
• Network basics (IP addressing, connectivity troubleshooting)
• Autonomous mobile robots (AMRs) or collaborative robots (cobots)
• Experience working with CRM or case management tools (e.g., Salesforce or similar).
• Strong problem-solving and analytical skills.
• Ability to work across different time zones
• WE ARE ALSO LOOKING FOR BILINGUALS! If you are fluent in Mandarin, Korean, or Japanese, with excellent verbal and written communication skills, additional language premium applies.

Location: Cebu (Hybrid / On-site depending on business needs)

Business Unit: Teradyne Robotics – Universal Robots & Mobile Industrial Robots

Department: Customer Service / Technical Support