Organization & Role
Customer Service Engineer with robotics experience
Would you like to be a part of a rapidly growing company with the opportunity to influence your own career progression? Could you see yourself providing technical support for a unique and groundbreaking product with a huge development potential?
We have changed the ground rules in automation – and it is being noticed
As part of Universal Robots, you become part of a global success. Our robotic arms help our customers improve productivity, profitability and create a safer working environment. Our international offices in Singapore, Barcelona, Shanghai, New York, Tokyo, Seoul and Taipei. We have performance-orientated colleagues who all share a passion for building a globally recognized business. We see rapid development and our learning curve is steep. At Universal Robots, we have an ambitious growth strategy where we aim to fill the role of market leader in collaborative robots. Learn more about the groundbreaking products you will be working with: http://www.universal-robots.com/
Responsibilities
Provide expert technical support to our distributors and end users
Reporting directly to Customer Support Manager in Japan, you will be responsible for resolving all kinds of customer issues in the shortest possible time by supporting our distributors, system integrators and end users in Japan. You will be expected to travel approximately up to 75% of the time, with regular domestic travel and occasional international travel. Your role will also include the following tasks:
- Providing Field Support required to support distributors and end users in resolving complex issues
- Responding to troubleshooting calls and/or emails in a timely and responsible manner
- Case Escalation to Application Engineering & Product Support Engineering as necessary
- Providing Service Training to distributors and end users in classroom training and onsite
- Managing Cases from Customers (RMA, Service & Support)
- Queue Management to reduce long running issues and drive KPI to manage the issues
Basic Qualifications & Skills
Qualifications:
To gain success in the job it is important that you are outgoing, service-minded and that you can commit at different organizational levels and in different correlations. You should have experience from a support/service department – preferably with experience within diagnosis and debugging in the field. The job demands that you have documented practical experience within automation – preferably with knowledge of mechanical and electronic products. Furthermore, you have experience with technical training and customer visits. To be considered for the job it is vital that you are fluent in both verbal and written Japanese and English communication. The ideal candidate has:
- Bachelor degree or higher in Engineering/Computer Science related subject
- Minimum five years’ experience in robotics or automation industry
- Experience in customer service / after service support on-site
- Excellent computer and interpersonal skills
- Interest or some experience in programming language such as C++/Java/Python - a plus
Job Profile
The ideal candidate is expected to be:
- An approachable individual who prides in providing a high standard of service and support to distributors and customers
- An extrovert who enjoys interaction with customers
- Must possess the ability to analyze problems in a logical manner
- Must possess the ability to articulate problems and present solutions in a clear and systematic manner
- Must possess good communication skills, ability to transfer knowledge and have a good understanding of cross cultural differences
- Experienced in working for a foreign company – a plus
- Must be highly organized with the ability to manage multiple projects/ tasks simultaneously and effectively prioritize projects and tasks
- Self-starter who is resourceful and initiates work without specific instruction
- Exhibits ownership over responsibilities and assigned tasks by ensuring that projects/ tasks are completed correctly and on time
- Is flexible and works professionally
- Is a team player and possess an understanding of how different department functions support one another
- Quick learner who grasps concepts and processes quickly and intuitively
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