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Technical Service Support Manager

ID:  2400
Function:  Operations
Location: 

Odense, South Denmark, DK


Technical Service Support Manager, Odense, Denmark

 

Do you want to join the world market leader in collaborative robots and work among the best robot engineers in the world?

 

We are looking for a Technical Service Manager (starting Oct 2021) within the field of Service and Support Engineering. So, if you have the proven experience and capabilities, we would like to get in touch with you.

About the Position

 

The focus of being the Technical Service Manager is servicing and supporting our robots and global team by defining the technical needs of Service among the ongoing projects and interacting with many professionals in different departments. You will have the chance of forming a team to test and support our regional offices with technical specifications. You will learn how the most technological robots in the market work and discover its many usage variety to help the industry. Your automation knowledge will get sharp as you start contributing together with our service team.

 

You will be reporting to the Head of Service Engineering and will be responsible to:

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  • Participate in some meetings critical issues from regions when needed support from HQ.
  • Request regions for data from clients for accurate data from bug/failure creator (program, picture, videos, log, application type, descriptions, etc.).
  • Support team with application and industry view and knowledge.
  • Participate and interact with team on MyUR, PowerBI and CRM platforms.
  • Provide Technical Engineers (AE, CSE, SE, TSE) with official communication from HQ in name of Service department.
  • Manage and cooperate with Quality Software R&D and Product Management team to be efficient in solving Software Bugs and Feature Requests reported.
  • Test scenarios and replicate the reported bugs to provide together with your team a fast and complete report of the bugs from the customers to R&D.
  • Run UR’s Support Site with content documentation, downloads, and articles generation to all users.
  • Collaborate with R&D for feedback and communication when needed.
  • Participation in some Continuous Improvements projects and new development projects representing Service with Technical Engineering knowledge, product usability and serviceability of the robots.
  • Generate the needed requirements needed from Service inside each Continuous Improvement and New Projects meetings and stream values.

 

About You

 

If you have the hard and soft skills as described below, don’t think twice, submit your CV and come work with the best team in the world in the best technological company.

Your skills & competences:

 

  • +5 years proven experience in automation field validation
  • Strong ownership, fast learner, logical thinking, and problem-solving attitude are required
  • Capability to work in parallel on multiple assignments in a multi-functional team, having an end user-oriented view
  • Bachelor’s in engineering
  • Communication skills: Ability to explain technical aspects of ongoing tasks to partners that do not share the same expertise
  • You communicate well in both written and spoken English.

 

Hard skills:

 

Be able to lead some people inside Service department and interact with different people within departments inside Universal Robots. Knowledge about analyzing data from robots to solve its programming and logs, writing feedback by crossing data, measurements, and tests by applying computer software, and hardware testing. Creation of documents and articles to support our technical minds across the world. Focus on problem solving and solution handover. Develop communication and two-way workflow between regional technical engineers and HQ internal developers to get the best communication and support to our customers. Have application understanding to know when Universal Robots’ robots can optimally be deployed. Having analytical decision on what’s best for the product usage supporting our team. Work on the 3rd level support directly from HQ to make sure the information gets delivered as soon as possible.

Soft skills:

 

  • Communication is key to talk to multiple cultural people
  • Leadership to work with a multi-cultural team and empower peers
  • Conflict resolution to understand different needs
  • Decision making to be able to grow together with the team
  • Problem solving is critical to help people understand their needs and support
  • Hands-on person that loves to learn by making it happen

 

Equal opportunities

 

At Universal Robots, we don’t just accept difference - we celebrate it. We carefully hire the best talent we can find, which means actively seeking diversity of beliefs, backgrounds, education, and ways of thinking. We strive to build an inclusive culture where differences are celebrated and used to advise better design and business decisions. Universal Robots is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. If you have a disability or special need that requires accommodation, please let us know.

Join us on an exciting journey

 

We are Universal Robots, a diverse group of smart, creative people working at the forefront of collaborative robotics. Together, we are finding innovative solutions to some of the most important manufacturing issues facing businesses today.


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