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    Robotics Field Sales + Service Engineer - Ontario, Canada - Universal-Robots

    Universal-Robots
    Universal-Robots Ontario, Canada

    4 days ago

    Default job background
    Description

    Organization & Role

    Be part of a growing team Bring your problem-solving skills and technical expertise to our Global Services organization. You can make a strong impact by providing onsite service solutions towards customer case resolution and preventative service programs.

    We are looking for a talented and motivated Field Service & Sales Engineer. You will be part of a global and regional organization to aid our customers in getting the most out of their UR investment. Your goal is to achieve high uptime performance on our Cobot/Robot based manufacturing cells.

    This is a remote positon based out of Eastern Canada

    Responsibilities


    • 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 service sales & 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.

    • Exhibit a proactive, active, and curious approach to tasks, which provides a holistic, business-oriented, and long-term assignment as a part of long-term service agreements. Gets excited about positioning the value of planned service to Customers to convert them from On-Demand service model to a proactive service-based service model.

    • Seek opportunities to identify creative and innovative solutions to tasks, field trends, and system inefficiencies.

    • Take responsibility for the delivery of optimal satisfactory solutions for internal and external customers on the based-on professionalism and specialist knowledge.

    • Participate well in internal and external relations and can act as an ambassador for Universal Robots

    • Achieve Technical Support KPI's for case resolution and customer satisfaction.

    • Work independently, as well as with a team

    • Adopts advanced field service tools such as field service modules and service mobility offered by sales force CRM.

    Basic Qualifications & Skills


    • 7+ years of field troubleshooting and repair experience in the robotics, or the industrial automation industry.

    • Bachelor's Degree or higher in a technical field or engineering or relevant experience.

    • Knowledge in a high-level programming language such as C++/Java/Python is a strong plus.:

    • Enjoys customer facing interactions, but also on the phone and through email.

    • Able to systematically analyze problems within defined procedures and best practices to appropriate resolution.

    • Have an aptitude for attention to detail with a hands-on approach.

    • Is outgoing, service-minded, and able to commit at different organizational levels and in different parallels.

    • Sales and selling aptitude.

    • Is highly organized with the ability to manage multiple service cases/tasks simultaneously while effectively prioritizing projects and tasks.

    • Ability to work in home office 30% & in the field 70%.

    • Be located within 1 hour of a major airport.

    Education

    Bachelor's Degree or higher in a technical field or engineering or relevant experience.

    #LI-SMTER

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