Robotics Field Sale Service Engineer (Canada)

at  UniversalRobots

BASIC QUALIFICATIONS & SKILLS

• 4+ years of field troubleshooting and repair experience in the robotics, or the industrial automation industry.
• Associate’s degree or higher in a technical field or engineering, or relevant experience.
• Knowledge in a high-level programming language such as C++/Java/Python is a strong plus.:
• Enjoys customer facing interactions, but also on the phone and through email.
• Able to systematically analyze problems within defined procedures and best practices to appropriate resolution.
• Have an aptitude for attention to detail with a hands-on approach.
• Is outgoing, service-minded, and able to commit at different organizational levels and in different parallels.
• Sales and selling aptitude.
• Is highly organized with the ability to manage multiple service cases/tasks simultaneously while effectively prioritizing projects and tasks.
• Ability to work in home office 20% & in the field 80%.
• Be located within 1 hour of a major airport.

EDUCATION

Bachelor’s Degree or higher in a technical field or engineering or relevant experience.

ORGANIZATION & ROLE

Be part of a growing team! Bring your problem-solving skills and technical expertise to our Global Services organization. You can make a strong impact by providing onsite service solutions towards customer case resolution and preventative service programs.
We are looking for a talented and motivated Field Service & Sales Engineer. You will be part of a global and regional organization to aid our customers in getting the most out of their UR investment. Your goal is to achieve high uptime performance on our Cobot/Robot based manufacturing cells.
This is a remote position based out of the greater Ontario area.

RESPONSIBILITIES

• Onsite support of our customers in the diagnosis, repair, and maintenance of UR robots on demand and planned. Onsite techniques to include break-fix repair, factory calibrate, technical troubleshooting, preventative maintenance activities, positioning of service contract value proposition, and identifying new opportunities for further Cobot based automation in the facility or sister facilities.
• Provide remote technical support through multiple communication mediums with a focus on remediating customer inquiries.
• Prepare technical documentation (CRM Case Management and applicable warranty and/or field service documents)
• Manage cases through the service recovery process to conclusion.
• Proficient in various proactive service plans offered and can walk various stakeholder Customers through the value proposition and get their buy in, while measuring price appetite and budget constraints/timing.
• Role may evolve into a service van-based service sales & delivery model. Scope will require managing service inventory in the van and coordination with head quarter for replenishments.
• Role will be driving high fix right first-time metrics, capacity utilization metric and service cost productivity metric, and Customer satisfaction metric.
• Exhibit a proactive, active, and curious approach to tasks, which provides a holistic, business-oriented, and long-term assignment as a part of long-term service agreements. Gets excited about positioning the value of planned service to Customers to convert them from On-Demand service model to a proactive service-based service model.
• 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
• Adopts advanced field service tools such as field service modules and service mobility offered by sales force CRM.