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Customer Service Manager

ID:  2708
Function:  Engineering

Shanghai, CN


Our international team of hardware, software, and business professionals comes from all walks of life and is united by a common goal: sharing the world-changing benefits that robots can provide.

We offer a highly stimulating, dynamic environment with unlimited career potential – where you set your own level of success. You will be an essential part of a team that is focused on success, growth, development, and innovation. 

You’ll be part of Universal Robots.


Universal Robots is a European hi-tech company with aggressive growth plans in China and globally and the leader in collaborative robots industry. Our team is ambitious and highly motivated to grow and develop. This position reports directly to the Technical Director. A great opportunity for a talented technical professional who wants to contribute to and join in the success of a fast paced growth company who is leading the market with innovative products. A good fit if you are a strong communicator with ability to troubleshoot problems and good skill to share and be willing to share.


Responsibilities & Tasks:

This role requires the strategic direction and day-to-day needs of the Global Service organisation coupled with the day-to-day management of the regional Customers and Distributors. Close alignment to the Application Engineering Team will ensure success of this role.

  • Ensure cases are managed within agreed KPIs
  • For hybrid roles, ensure all sub-regions have coverage on a weekly basis to manage queues and support customer issues
  • Ensure standard processes are followed and particpate in continuous imporvement programme with global.
  • Manage Service 360 activities (remote checks, on-site assessments, recertification programmes - Anlayse and determine recurring issues caused by poor applications, wrong use of robots and provide techncial guidance to the Distributors, CSIs and Customers accordingly.
  • Able to navigate in a both regional and global organizaton at the same time  = drive things locally but aligned with global technical team on processes, tools, training material, applicaton development for customers and trade shows, etc
  • Own the performance management process for your team inclusive of goal setting, feedback, coaching, career discussions, and performance appraisals
  • Facilitate a team environment by hiring and onboarding, assigning and delegating work, guiding, training and coaching colleagues
  • Partner with SDM's and/or Sales Engineers to ensure customer needs are met
  • Interact with C-suite level executives from distributors, partners and key customers
  • Ensure team members follow process standards and drive for continous improvement
  • Ability to travel and hold a valid driver's license at all times

Education, Skills & Experience

  • Minimum a Bachelor's Degree in a related field, MBA is preferred
  • Proven experience with technical support within robotics and the automation industry (+10 years of experience)
  • +5 years experience managing people on site and/or on the distance
  • Documented success over multiple years in pre-sales support, post-sales support and training
  • Experience supporting structured sales, plans, budgets, pipeline management
  • Experience managing complex client relationships required
  • Strong oral communication skills including the ability to de-escalate sensitive situations
  • Oral and written communication skills in English
  • Having a good project management and leadership skills in driving processes.

Job Segment: Service Manager, Engineer, Manager, Application Engineering, Customer Service, Engineering, Management