Customer Support Engineer (Mexico)

Overview

At Universal Robots, part of Teradyne Inc., our vision is to create a world where people work with robots, not like robots. We are the market leader with 75,000+ collaborative robots (cobots) installed worldwide. We employ 1000+ people in offices across North America, South America, Europe and Asia and we’re growing. Our team is made up of smart, creative people working at the forefront of automation. We innovate to solve important manufacturing issues and pursue career advancement in a dynamic environment.

We are Universal Robots, part of Teradyne Inc. Our simple mission is : Automation for Anyone. Anywhere. Our vision continues to drive learning, growth, and collaboration as we bring our technology to companies of all sizes around the world.

Opportunity Overview

The UR Customer Support Engineer role involves a mix of technical support, case management, and strategic collaboration with various departments. You will work with cutting edge technology within collaborative robots to ensure the optimal performance of our robots through top-tier and highly responsive technical support, while establishing and nurturing strong, positive relationships with our partner network.

Responsibilities

• Regularly communicate with partners to understand their needs, address concerns, and ensure satisfaction with our products and services. Serve as the go-to person for after-sales topics and resolve issues to provide a seamless and positive experience for partners.
• Provide phone support and case management, acting as the primary tech support for UR Care Customers.
• Receive and manage escalated cases from TSE, utilizing and contributing to our knowledge base.
• Deploy and assist Field Service Engineers, ensuring smooth operations.
• Escalate cases to JIRA and conduct remote fleet assessments.
• Act as a strategic partner for the Field Service Engineer before deployment, providing guidance and support.

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 on this mission, take a closer look at the minimum criteria for the position.

Minimum job requirements :

The ideal candidate will have the following behavioral traits :

Teradyne offers a variety of health and well-being benefit programs, including medical, dental, vision, life insurance, paid vacation & holidays, tuition assistance programs, and more.

Job Segment : Electronics Engineer, Computer Science, Manufacturing Engineer, Electrical, Customer Service, Engineering, Technology

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