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Customer Service Engineer, Italy

ID:  6608
Function:  Engineering
Location: 

Torino, IT


Customer Service Engineer


We are Universal Robots, a diverse group of bright, ambitious people working at the forefront of collaborative robotics. Through our agility, resilience and entrepreneurial approach, we are taking our innovative cobot products into more markets and regions than ever before. 

Universal Robots has changed the ground rules in automation – and it is being noticed!
In the role as our Customer Service Engineer you will encompass providing technical support online and on-site to our customers based in Italy & Malta as part of the UR Italy team.

 

Your ‘can do’ approach, proactivity and service-minded attitude are essential for success in this role, spiced with the ability to react to situations that require urgency in resolving problems for customers and to make the Distributors’ service teams run smoothly.

Responsibilities

  • Map, structure and improve the flow in Partners’ Technical Support. Proactively and progressively work to harmonize processes and best practices in the direct Partners’ network.
  • Provide remote Technical Support. Troubleshoot and diagnose problems via CRM platform or phone. Provide technical guidance to customers and consultancy services for robot performance written reports, working in direct touch with customers, colleagues, regional UR Service Manager and UR Global Support. Research resolutions, apply methods, and run tests to ensure that specific issues have been resolved.
  • On-Site Diagnostics and Service Calls. When issues cannot be resolved remotely, respond to issues in person on-site. Discuss problems with clients, perform diagnostic tests on equipment and ensure robots are working properly.
  • Perform Preventative Maintenance. Prevent issues by visiting client sites and performing upgrades, tests, and diagnostics to avoid any downtime resulting from product issues. Log visits and run reports detailing what processes were completed and make notes about what might need to be done in the future to prevent problems.

  • Generate Problem and Resolution Reports, preserve Product Documentation. Keep adequate and up-to-date reports that outline problems they’ve resolved and how they fixed an issue. These reports and notes can be kept as a sort of manual to help resolve similar issues in the future.
  • Provide Technical Training. Conduct technical trainings addressed to customers and UR partners, both in-classroom and virtually, assuming a prominent hands-on role. Identify skill gaps in partners and help design and create training curriculums and plans to address these.
  • Cooperate with Customer Success Manager after-sales. Help CSM manage customer after-sales relationships, by suggesting cases that may lead to further service contracts with clients.
     

Further to carrying out service work on robots on site, you may be involved in onsite support for technical demonstrations accompanying Sales Engineers at customer/partners’ meetings. Attending exhibitions to provide help in set up of robot demonstrations is also part of the exciting job as our new Customer Service Engineer.

Qualifications

The role requires a proactive, problem-solving, empathic, flexible, and tolerant attitude and that you are a good communicator feeling comfortable, ‘as a fish in the pond’, standing in front of a group of people. Furthermore, you come with:

  • Bachelor’s degree in a technical or engineering field, with good understanding of computer systems, mechanics, electronics, circuits, and schematics, and the ability to write and read technical reports.
  • Experience in industrial automation, robot programming and/or high-level scripting language
  • Experience in a customer support role
  • Experience as a technical trainer, corporate trainer, or similar, with the ability to host fun and accessible training workshops engaging participants.
  • Knowledge of Salesforce CRM is a plus
  • Practical experience in repairing industrial equipment is a plus

There is more...

  • Italian mother language. Fluency in English. Spanish a plus.
  • You are a proactive person who takes the lead and responsibility of your own actions. You are perseverant, courageous, and aware of your choices regardless of the situation.
  • You are technical-minded and detail-oriented with analytical skills to determine the causes of issues and with a practical mindset to resolve them.
  • You are strong in verbal and written communication and can share your knowledge to other people in an understandable way.
  • You can effectively manage your own time and are able to work with little supervision to resolve client issues in a timely manner.

Lastly...

Join Universal Robots, the ground-breaking technology company, and help empower change in the way work is done. Shaping next year’s innovations. Moving a fast-growing industry forward. Building a truly global career. You can do it all here


We employ 1000+ people in offices across North America, South America, Europe, and Asia – and we’re growing all the time. So, if you’re looking to build your career working with some of the best talent from all over the world, we want to get in touch with you!


Send your application using the link. We take candidates into the recruitment process on a continuous basis and encourage you to apply as soon as possible.


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