Customer Support Engineer

**Customer Service Engineer, Iberia**:
**We are Universal Robots, 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 cobot products into more markets and regions than ever before.**

**Universal Robots has changed the ground rules in automation - and it is being noticed**:
In the role as our Customer Service Engineer, you will encompass providing technical support online or on-site to our customers based in Spain and Portugal as part of the UR Iberia team.

Your ‘can do’ approach and service-minded attitude are essential for success in this role spiced with the ability to react to situations that require urgency in resolving problems for customers.

**Your responsibilities will include**:

- ** Provide remote Technical Support**
- ** On-Site Diagnostics and Service Calls**
When issues cannot be resolved remotely, respond to issues in person on-site. Discuss problems with clients, perform diagnostic tests on equipment and ensure robots are working properly.
- ** Perform Preventative Maintenance**
Prevent issues by visiting client sites and performing upgrades, tests, and diagnostics to avoid any downtime resulting from product issues. Log visits and run reports detailing what processes were completed and make notes about what might need to be done in the future to prevent problems.
- ** Generate Problem and Resolution Reports, preserve Product Documentation**
Keep adequate and up-to-date reports that outline problems they’ve resolved and how they fixed an issue. These reports and notes can be kept as a sort of manual to help resolve similar issues in the future.

**There is more**:

- ** Sell and Renew Service Contracts**

Manage customer after-sales relationships and discuss service contracts with clients. Present the benefits of such contracts, negotiate renewal terms, and outline what services are attached to specific types of contracts.
- ** Provide Technical Training**
Conduct technical trainings addressed to customers and UR partners, both in-classroom and virtually, assuming a prominent hands-on role. Identify skill gaps in partners and help design and create training curriculums and plans to address these.

Further to carrying out service work on robots on site, you may be involved in onsite support for technical demonstrations accompanying Sales Engineers at customer/partners’ meetings. Attending exhibitions to provide help in set up of robot demonstrations is also part of the exciting job as our new Customer Service Engineer.

**What you need to be successful**:

- Bachelor’s degree in a technical or engineering field, with good understanding of computer systems, mechanics, electronics, circuits, and schematics, and the ability to write and read technical reports.
- Experience in industrial automation, robot programming and/or high-level scripting language
- Experience as a technical trainer, corporate trainer, or similar, with the ability to host fun and accessible training workshops engaging participants.
- Experience in a customer support role and practical experience in repairing industrial equipment is a plus.
- Fluency in English and Spanish. Other languages as Portuguese, French or Italian are a plus
- You are a proactive person who takes the lead and responsibility of your own actions. You are perseverant, courageous, and aware of your choices regardless of the situation.
- You are technical-minded and detail-oriented with analytical skills to determine the causes of issues and with a practical mindset to resolve them.
- You are strong in verbal and written communication and can share your knowledge to other people in an understandable way.
- You can effectively manage your own time and are able to work with little supervision to resolve client issues in a timely manner.
- You have good organizational skills to keep track of issues and maintain accurate reports.

**Ready to apply?**:
**Join Universal Robots**:
We are a diverse group of smart, creative people working at the forefront of collaborative robotics. Our robotic arms help our customers improve productivity and profitability and create a safer work environment.

Together, we find innovative solutions to some of the most important manufacturing issues facing businesses today. And we dare to do what others find impossible - working towards making bleeding edge technologies a reality for businesses of all sizes.