Customer Support Engineer (Mexico)

At Universal Robots, part of Teradyne Inc., Our vision is to create a world where people work with robots, not like robots. And as the market leader with 75,000+ collaborative robots (cobots) already installed worldwide, we’re well on the way to achieving it. We employ 1000+ people in offices across North America, South America, Europe and Asia and we’re growing all the time. Our team is made up smart, creative people working at the forefront of automation. Together we find innovative solutions to some of the most important manufacturing issues facing businesses today. We dare to do what others find impossible- working with advanced technologies to change in the way businesses operate, So if you’re looking to build your career with a ground-breaking technology company in dynamic environment with career advancement UR is the place for you. 

We are Universal Robots, part of Teradyne Inc. We have a simple mission: Automation for Anyone. Anywhere.

Our vision is to create a world where people work with robots, not like robots. And with 75,000+ cobots already installed worldwide, we’re already making a difference. Working towards our vision gives us endless opportunities to learn, grow, innovate, and solve problems together as we bring our technology to companies of all sizes all over the world.

Opportunity Overview

The UR Customer Support Engineer role involves a mix of technical support, case management, and strategic collaboration with various departments.

In this job you will work with cutting edge technology within Collaborative robots to ensure the optimal performance of our robots through the provision of top-tier and highly responsive technical support, setting a standard in the industry, while establishing and nurturing strong, positive relationships with our partner network.

Key responsibilities:

• Regularly communicate with partners to understand their needs, address their concerns, and ensure their satisfaction with our products and services. Serve as the go-to person for after-sales-related topics and efficiently address and resolve any issues, ensuring a seamless and positive experience for our partners.
• Provide phone support and case management, acting as the primary tech support for UR Care Customers.
• Receive and manage escalated cases from TSE, utilizing and contributing to our knowledge base.
• Deploy and assist Field Service Engineers, ensuring smooth operations.
• Escalate cases to JIRA and conduct remote fleet assessments.
• Act as a strategic partner for the FSE before deployment, providing guidance and support.

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 on this mission, take a closer look at the minimum criteria for the position.

Minimum job requirements:

• BS in Electrical, Electronic, Mechatronics, or Computer Science Engineering or comparable experience in robotics and/or industrial automation.
• English proficiency.
• 3 years of experience in:
  • Fault diagnosis and troubleshooting of robot applications and automation solutions.
  • Working with robots, electronics, mechanical or software systems.
  • Clear and precise technical communication skills.
  • Customer service roles.

The ideal candidate will have the following behavioral traits:

• An analytical approach to problem clarification.
• Detailed oriented.
• Ability to multitask effectively in a fast-paced environment
• Capable of working both independently and collaboratively within a team.

*This position is not eligible for visa sponsorship.

Benefits:

Teradyne offers a variety of robust health and well-being benefit programs, including medical, dental, vision, life insurance, paid vacation & holidays, tuition assistance programs, and more. 

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