Customer Service Engineer (m/w/d)

at  UniversalRobots

#WEAREUR AND WE CONTINUOUSLY REDEFINE AUTOMATION

At Universal Robots, part of Teradyne Inc., has 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.
This role involves a mix of technical support, case management, and strategic collaboration with various departments.

• Provide remote technical support and case management, acting as the primary tech support for our premium customers
• Receive and manage escalated cases from 1st level support, 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.
• Offer application case support and participate in partner reviews and discussions with the Sales team.
• Communicate service report content effectively to partners and customers.
• Evaluate customer service history to address specific needs and enhance satisfaction.
• Generate leads from case activities and quote relevant service products.
• Act as a strategic partner for the FSE before deployment, providing guidance and support.