Customer Service Engineer

ID: 8047 Function: Sales Operations Location: Odense, South Denmark, DK

#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.

Key Responsibilities:

• 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.

We are driven by honesty and act with integrity - #WhoAreUR
To be successful in this role, we image, you come with a degree in Robotics Engineering or gained similar experience through years of working with our robots. Otherwise, a Master’s degree in a technology-related field, certifications related to service operations, project management, or specific technologies used in the role (e.g., JIRA), and specific technical training related to the products and services of the company.

Besides, we expect you to have:

• Successfully completed technical studies or training as a technician with relevant experience in the field of automation technology or mechanical/electrical engineering
• At least 3 years of professional experience in customer service or technical support, ideally in the robotics or automation industry
• Clear and precise technical communication skills.
• An analytical approach to problem clarification.
• A customer service mindset with a focus on detail and adaptability.
• Experience working with robots, electronics, mechanical or software systems.
• Strong customer service orientation, detail-oriented, adaptable, and a team player.
• Ability to multitask effectively in a fast-paced environment
• Experience in fault diagnosis and troubleshooting of robot applications and automation solutions at customer sites is an advantage

We collaborate - it´s in our DNA
Join Universal Robots, the ground-breaking technology company, and help us on our mission: Automation for Anyone. Anywhere. Shaping next year’s innovations. Moving a fast-growing industry forward. Building a truly global career. You can do it all here.

At Universal Robots we are 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 robot products into more markets and regions than ever before.

We employ around 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.

#LI-SE1

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