Field Service Engineer/ Western 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 in Colorado, Utah, or Nevada, and within 90 minutes of a major airport. 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 90 minutes 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. 

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