Field Product Support Engineer

at  UniversalRobots

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.
Our Purpose
TERADYNE, where experience meets innovation and driving excellence in every connection. We are fueled by creativity and diversity of thought and in our workforce. Our employees are supported to innovate and learn something new every day.
We cultivate a culture of inclusion for all employees that respects their individual strengths, views, and experiences. We believe that our differences enable us to be a better team – one that makes better decisions, drives innovation and delivers better business results.

PREFERRED JOB REQUIREMENTS

• College degree in technical or engineering field.
• Troubleshooting and repair experience.
• Customer service experience.
• Proficiency in Portuguese.

• Onsite support of our customers in the diagnosis, repair, and maintenance of UR robots on demand. Manage cases through the service recovery process to conclusion.
• Provide remote technical support through multiple communication mediums with a focus on remediating customer inquiries.
• Prepare technical documentation (Salesforce Case Management and applicable warranty and/or field service documents).
• Explain UR Care service packages and provide quotations.
• Ability to work in home office 20% of the time and traveling to the customer sites 80% of the time to both local and international customers.
• Exhibit a proactive, active, and curious approach to tasks, which provides a holistic, business-oriented, and long-term assignment.
• Seek opportunities to identify creative and innovative solutions to tasks, field trends, and system inefficiencies.
• Take responsibility for the delivery of optimal satisfactory solutions for internal and external customers on the based-on professionalism and specialist knowledge.
• Participate well in internal and external relations and can act as an ambassador for Universal Robots.
• Achieve Technical Support KPI’s for case resolution and customer satisfaction.
• Work independently, as well as with a team