Robotics Field Service Specialist

hace 5 días

Barcelona, Barcelona, España Universal-Robots A tiempo completo
Job Title: Robotics Field Service Specialist

At Universal Robots, we're redefining automation for anyone, anywhere. As a Robotics Field Service Specialist, you'll play a crucial role in supporting our customers in the diagnosis, repair, and maintenance of UR robots.

Responsibilities:
  • Provide onsite support for customers, ensuring timely resolution of issues related to Service plans and on-demand support.
  • Offer remote technical assistance through various communication channels, focusing on resolving customer inquiries efficiently.
  • Prepare technical documentation, including Salesforce Case Management and relevant warranty and/or field service documents.
  • Manage cases through the service recovery process, ensuring optimal customer satisfaction.
  • Exhibit a proactive, active, and curious approach to tasks, providing holistic, business-oriented, and long-term solutions.
  • Identify creative and innovative solutions to tasks, field trends, and system inefficiencies.
  • Take responsibility for delivering optimal satisfactory solutions for internal and external customers, based on professionalism and specialist knowledge.
  • Participate in internal and external relations, acting as an ambassador for Universal Robots.
  • Achieve Technical Support KPIs for case resolution and customer satisfaction.
  • Work independently and collaboratively as part of a team.
Requirements:

We're looking for a colleague with an associate degree or higher in a technical field or engineering, and a minimum of 2 to 4 years of experience in robotics or industrial automation. A strong mechanical and electrical background is essential, with previous field troubleshooting and repair experience preferred. Functional knowledge of high-level programming languages such as C++/Java/Python is a plus.

The ideal candidate will enjoy customer-facing interactions, whether in person, over the phone, or through email. They should be able to systematically analyze problems within defined procedures and best practices, ensuring appropriate resolution. A strong aptitude for attention to detail, hands-on approach, and excellent organizational skills are required. The ability to manage multiple service cases and tasks simultaneously, while effectively prioritizing them, is crucial. Additionally, the candidate should be approachable and take pride in delivering a high standard of service and support to customers and partners. Adaptability to ambiguity and fast-paced environments is essential, with the ability to work 20% from a home office and 80% in the field.

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