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.
Opportunity Overview
Universal Robots, a Teradyne subsidiary, is leading the collaborative robot (“cobot”) space. We’re not like the traditional robot companies, which is a good thing. We think differently, work differently, and grow differently.
Do you have what it takes to provide post-sales technical support for a unique and groundbreaking product with huge development potential? Do you enjoy problem-solving and working with customers?
Bring your problem-solving skills and technical expertise to our Services team and make an impact by providing onsite solutions for case resolution. Be part of a growing team with a customer-first focus!
This is a great job for a person who accepts nothing less than personal greatness because you get to have the following responsibilities:
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.
All About You
We seek individuals who share our passion and determination. Our commitment to customer success drives us to go the extra mile. If you’re ready to join us in this mission, take a closer look at the minimum criteria for the position.
Preferred job requirements
College degree in technical or engineering field. Troubleshooting and repair experience. Customer service experience. Proficiency in Portuguese.
We are looking for a colleague that comes with the following personality traits:
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 and very hands on Is outgoing, service-minded, and able to commit at different organizational levels and in different parallels. Is highly organized with the ability to manage multiple service cases/tasks simultaneously while effectively prioritizing these projects and tasks. Approachable and takes pride in providing a high standard of service and support to customers and partners. A self-starter who is resourceful and initiates work without specific instruction. Possesses strong business acumen. Able to cope with ambiguity and in fast paced environments.
Benefits:
Teradyne offers a variety of robust health and well-being benefit programs, including medical, dental, vision, life insurance, paid vacation & holidays, tuition assistance programs, and more.
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