Customer Service Engineer

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.

• Conduct technical training programs to ensure our partners are well-versed with our products and services.
• Establish and nurture strong, positive relationships with our partner network.
• 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.
• Offer application case support and participate in partner reviews and discussions with the Sales team.
• Act as a strategic partner for the FSE before deployment, providing guidance and support.