Field Service Engineer

Organization & Role

About us:

Universal Robots is a Teradyne robotics platform company and offer an exciting job with great professional challenges and the opportunity for you to influence your own progression. We emphasize an informal and open work environment where you will have plenty of opportunities to influence and be part of making a difference.

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 your problem-solving skills and technical expertise to our global Services organization and make your impact by providing onsite service solutions towards customer case resolution and preventative service programs?

Universal Robots is leading the collaborative robot (“cobot”) market space worldwide with the largest market share. We’re not like the traditional caged robot companies, which positions us well for growing the non-caged collaborative robot application in millions of manufacturing lines in multiple applications such as palletizing, machine tending, welding, visual inspection etc. We think differently, work differently, and grow differently. Now we need a talented and motivated individual to be our Field Service Engineer who is based in various regions of the world. Together you will be part of a global and regional organization helping our customers get most out of their investments via achieving high uptime performance on the Cobot/Robot based manufacturing cells.

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/

Key Responsibilities of our Field Service Engineer

• 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 & 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.

Basic Qualifications & Skills

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 field support/service department – 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.  To be considered for the job it is vital that you are fluent in both verbal and written Korean and English communication.  You will be expected to travel approximately 70% to 80% of the time, with regular domestic travel. The ideal candidate has:

• Technical high school, vocational school in Engineering, or bachelor degree in Engineering
• A minimum of 5-8 years experience in customer service / after service support on-site
• Experience in robotics, machinery or equipment in production of factories
• Excellent interpersonal skills
• Ability to transfer knowledge and have a good understanding of cross cultural differences
• Problem-solving skills

Job profile

The ideal candidate is expected to be:

• Self-starter who is resourceful and initiates work without specific instruction.
• Is flexible and works professionally.
• Quick learner who grasps concepts and processes quickly and intuitively.
• Exhibits ownership over responsibilities and assigned tasks by ensuring that projects/ tasks are completed correctly and on time
• Is a team player and possess an understanding of how different department functions support one another
• 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
• Experienced in working for a foreign company – a plus
• Achieve Field Support KPI’s for case resolution and customer satisfaction.
• Adopts advanced field service tools such as field service modules and service mobility offered by sales force CRM.

Work Interatction

• Asia Service Operation Manager in APAC – Report line
• Customer Service Engineering Team in Korea – Peers