Robotics Field Sale Service Engineer (Canada)
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 position based out of the greater Ontario area.
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
- 4+ years of field troubleshooting and repair experience in the robotics, or the industrial automation industry.
- Associate'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 20% & in the field 80%.
- Be located within 1 hour of a major airport.
Education
Bachelor’s Degree or higher in a technical field or engineering or relevant experience.
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