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.

Teradyne is not considering candidates who require sponsorship for this position.

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.

• 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.

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Current openings may involve access to export controlled technology and may be subject to export licensing requirements prior to employment. ATTENTION APPLICANTS WITH DISABILITIES: If you’re unable to access our on-line application due to a disability you may visit one of our locations or our Corporate Office at 600 Riverpark Drive, North Reading, MA and request a paper application form. In addition, you may also contact the HR Service Center at 978-370-3041 or contact them at HR.Service.Center@teradyne.com for additional assistance. LitePoint, a Teradyne Company is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, age, disability status, protected veteran status, or any other characteristic protected by law. We are a VEVRAA Federal Contractor.