• 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.
